I love my job, but...
Sometimes
it can be incredibly frustrating.
Frustration numero
uno: Goodyear used to have a technical help
desk, they were considered a level 1 help desk, which normally is about a half
step above telemarketing. They have basic troubleshooting scripts and then would
send any more serious problems on to level 2. Goodyear's level 1 help desk was
the help desk for all of Goodyear, world wide. They had a vast amount of
experience regarding all the software and hardware that Goodyear uses. Some of
this equipment and software is more than 35 years old. On September 20th
Goodyear outsourced their help desk to ARC, the same company that I work for.
ARC thought they were signing up to be a standard level 1 help desk and,
needless to say, they have had a much greater learning curve than they had
anticipated. I have given them some basic and simple tools to use in
troubleshooting my printers and they have begun to use them, but there are still
some details, very important details, that get left
out.
Frustration
numero dos: Goodyear, like many large companies,
is divided up in to many, many departments. For me to install a printer I have
to go through several steps involving several
departments.
Here are the basic steps. 1:
Make sure a data port is available. 2: Request an IP address. 3: Request a
Mnemonic. 4: Request that the IP address and Mnemonic be associated together in
the DNS Table. 5: Request that the drivers be downloaded for the printer. 6:
Notify the administrators that the printer has been installed so they can make
sure that the departments needs will be met if they use any special
software.
Now, some days this goes
smoothly, but other days it does not. Today, step number 4 fell apart because
someone was on vacation. Now, if I could make all these changes my self it would
take me about an hour to install a printer and have it up and running. Sometimes
it can take 2 to 4 days for all these steps to be taken. My main frustration is
knowing how long it
should
take and knowing how long it
actually
takes.
I still love my job and it has
been over four months now, but I would like to make this process simpler for
everyone involved. We shall see if I can get any changes made.
Posted: 07:09 PM
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