# Helpdesk
**URL:** https://forums.speedlife.net/t/helpdesk/187729
**Category:** PittSpeed Off Topic
**Created:** [January 30, 2007, 1:18pm UTC](https://forums.speedlife.net/t/helpdesk/187729 "2007-01-30T13:18:13Z")
**Posts on this page:** 20
**Page:** 2
### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 30, 2007, 3:25pm UTC](https://forums.speedlife.net/t/helpdesk/187729/21 "2007-01-30T15:25:00Z")
> [@BlkP42E"](#):
>
> i am the helpdesk. ☹
at a car dealership?
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### Author:  [@BlkP42E](https://forums.speedlife.net/u/BlkP42E)
#### Post date: [January 30, 2007, 4:10pm UTC](https://forums.speedlife.net/t/helpdesk/187729/22 "2007-01-30T16:10:15Z")
well i do all the phone admin stuff, setting up users in the Accoutning program, manage network stuff and all pc reapirs.
7 stores \> me
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### Author:  [@berad](https://forums.speedlife.net/u/berad)
#### Post date: [January 30, 2007, 4:27pm UTC](https://forums.speedlife.net/t/helpdesk/187729/23 "2007-01-30T16:27:36Z")
> [@WTB: turbo parts](https://forums.speedlife.net/t/wtb-turbo-parts/27588/23):
>
> My boss is a woman
> The CIO is a man from India originally but has been in the US for 20+ years. he’s more of a dictator.
>
> It’s not that the Indians are uncomfortable it is that it takes… literally … one whole year to learn this job well. You can wing it after 3 months, but to be truely effective… it’s at least one year. we have 2 indians who have been employed with us for 1 year… all the others are less than 6 months, with 2 more not hired yet.
So you’re saying that your CIO is racist and expresses favortism in the hiring process?
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### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 30, 2007, 5:49pm UTC](https://forums.speedlife.net/t/helpdesk/187729/24 "2007-01-30T17:49:35Z")
> [@Why did some Attack choppers just fly over my house?](https://forums.speedlife.net/t/why-did-some-attack-choppers-just-fly-over-my-house/27626/21):
>
> So you’re saying that your CIO is racist and expresses favortism in the hiring process?
The CIO is new and so far appears to be a tyrant.
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### Author:  [@berad](https://forums.speedlife.net/u/berad)
#### Post date: [January 30, 2007, 6:34pm UTC](https://forums.speedlife.net/t/helpdesk/187729/25 "2007-01-30T18:34:34Z")
> [@yes or no](https://forums.speedlife.net/t/yes-or-no/27610/20):
>
> and what do TAC and NOC stand for?
Technical Assistance Center? and Network Operations Center
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### Author:  [@1st\_v-dub](https://forums.speedlife.net/u/1st_v-dub)
#### Post date: [January 31, 2007, 6:41am UTC](https://forums.speedlife.net/t/helpdesk/187729/26 "2007-01-31T06:41:34Z")
> [@Why did some Attack choppers just fly over my house?](https://forums.speedlife.net/t/why-did-some-attack-choppers-just-fly-over-my-house/27626/21):
>
> So you’re saying that your CIO is racist and expresses favortism in the hiring process?
ha ha ha, happens all the time.
For as big as kennemetal is, there should def. be 3 tiers. Hell, I have 2 here, for about 150 people, and it may soon grow to 3. Student workers take tier one, which is printer maint., word / ms office problems, basically the crap work I don’t want to do any more. Tier 2 right now is me, and that is all backend work and dev, account set ups, machine imaging, etc. I am trying to get a new person in for tier 2 and for me to be the tier 3, which would be all daily server maint, dev, future planning, and skiing / playing golf because I can remote into everything I need ❌
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### Author:  [@JackdUp](https://forums.speedlife.net/u/JackdUp)
#### Post date: [January 31, 2007, 6:48am UTC](https://forums.speedlife.net/t/helpdesk/187729/27 "2007-01-31T06:48:28Z")
> [@Official NHL playoffs thread](https://forums.speedlife.net/t/official-nhl-playoffs-thread/27476/59):
>
> and for me to be the tier 3, which would be all daily server maint, dev, future planning, and skiing / playing golf because I can remote into everything I need ❌
Amen brother…I hear that! That would be one way to deal with the shitty situation!
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### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 31, 2007, 9:09am UTC](https://forums.speedlife.net/t/helpdesk/187729/28 "2007-01-31T09:09:54Z")
Well here is the situation at hand
Kennametal has a huge IT… but not huge compared to the systems we have…
First point of contact is the GSC (helpdesk)… every person here, regardless of skill set is expected to do the same job.
If we can’t resolve it, we escalate to the next level which are the groups in charge of maintaining the systems they are repsonsible for, such as Lotus Notes group handles issues with e-mail. These issues would include things like… upgrades to a newer client, for the whole Corp; server maintenance; system wide issues. So when these guys get a ticket from someone at the GSC about a user not being able to archive, they get pissed. But since the GSC does not all have the same skill level, the new folks don’t know how to set up archiving, so forth.
I can’t seem to make my boss understand that these newer folks should be routing tickets to the more experienced folks.
So the process we have now is to send it to the folks who make the big bucks and really piss them off, which in turn is also causing an image issue for the GSC.
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### Author:  [@95V8TBird](https://forums.speedlife.net/u/95V8TBird)
#### Post date: [January 31, 2007, 10:04am UTC](https://forums.speedlife.net/t/helpdesk/187729/29 "2007-01-31T10:04:54Z")
bah…in two more years they will probably outsource your job to India anyways, and you wont have to worry about
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### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 31, 2007, 10:12am UTC](https://forums.speedlife.net/t/helpdesk/187729/30 "2007-01-31T10:12:34Z")
> [@Spotted on G.I. This morning](https://forums.speedlife.net/t/spotted-on-g-i-this-morning/27636/7):
>
> bah…in two more years they will probably outsource your job to India anyways, and you wont have to worry about
Thanks… I hope your employment future is as bright as you just made mine sound.
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### Author:  [@obi-1](https://forums.speedlife.net/u/obi-1)
#### Post date: [January 31, 2007, 10:19am UTC](https://forums.speedlife.net/t/helpdesk/187729/31 "2007-01-31T10:19:55Z")
> [@vw=sti w/ mods](https://forums.speedlife.net/t/vw-sti-w-mods/17672/96):
>
> Thanks… I hope your employment future is as bright as you just made mine sound.
I don’t think it’s that bleak. I was just over there. Trends are already changing with big companies like Infosys in Bangalore. They are now hiring more and more Americans. In addition, the cause and affect of outsourcing is increasing the value of the rupee with respect to the dollar - making it less efficient to outsource.
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### Author:  [@berad](https://forums.speedlife.net/u/berad)
#### Post date: [January 31, 2007, 10:23am UTC](https://forums.speedlife.net/t/helpdesk/187729/32 "2007-01-31T10:23:32Z")
lotus notes and end user archiving…lawlz
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### Author:  [@obi-1](https://forums.speedlife.net/u/obi-1)
#### Post date: [January 31, 2007, 10:23am UTC](https://forums.speedlife.net/t/helpdesk/187729/33 "2007-01-31T10:23:38Z")
> [@Halfway Home](https://forums.speedlife.net/t/halfway-home/27649/2):
>
> Well here is the situation at hand
>
> Kennametal has a huge IT… but not huge compared to the systems we have…
> First point of contact is the GSC (helpdesk)… every person here, regardless of skill set is expected to do the same job.
> If we can’t resolve it, we escalate to the next level which are the groups in charge of maintaining the systems they are repsonsible for, such as Lotus Notes group handles issues with e-mail. These issues would include things like… upgrades to a newer client, for the whole Corp; server maintenance; system wide issues. So when these guys get a ticket from someone at the GSC about a user not being able to archive, they get pissed. But since the GSC does not all have the same skill level, the new folks don’t know how to set up archiving, so forth.
> I can’t seem to make my boss understand that these newer folks should be routing tickets to the more experienced folks.
> So the process we have now is to send it to the folks who make the big bucks and really piss them off, which in turn is also causing an image issue for the GSC.
Sounds backwards to me.
I think only the experienced people should answer the phones. Then you can either:
a) assign your easy grunt work to a new person as a training method
b) handle it yourself
c) decide, in a better way, which tickets to assign to the guys making the big bucks.
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### Author:  [@JackdUp](https://forums.speedlife.net/u/JackdUp)
#### Post date: [January 31, 2007, 10:38am UTC](https://forums.speedlife.net/t/helpdesk/187729/34 "2007-01-31T10:38:51Z")
> [@69 Camaro resto - It's ALIVE! - no 56k](https://forums.speedlife.net/t/69-camaro-resto-its-alive-no-56k/13530/413):
>
> Sounds backwards to me.
>
> I think only the experienced people should answer the phones. Then you can either:
>
> a) assign your easy grunt work to a new person as a training method
> b) handle it yourself
> c) decide, in a better way, which tickets to assign to the guys making the big bucks.
…remember the movie Office Space…
_[Scene Initech. Bob Slydell and Bob Porter are interviewing Tom.]_
BOB SLYDELL
So what you do is you take the specifications from the customers and you bring them down to the software engineers?
TOM
That, that’s right.
BOB PORTER
Well, then I gotta ask, then why can’t the customers just take the specifications directly to the software people, huh?
TOM
Well, uh, uh, uh, because, uh, engineers are not good at dealing with customers.
BOB SLYDELL
You physically take the specs from the customer?
TOM
Well, no, my, my secretary does that, or, or the fax.
BOB SLYDELL
Ah.
BOB PORTER
Then you must physically bring them to the software people.
TOM
Well…no. Yeah, I mean, sometimes.
BOB SLYDELL
Well, what would you say… you do here?
_TOM
Well, look, I already told you. I deal with the goddamn customers so the engineers don’t have to!! I have people skills!! I am good at dealing with people!!! Can’t you understand that?!? WHAT THE HELL IS WRONG WITH YOU PEOPLE!!!_
It takes a special kind of temperment to take calls from unhappy customers all day long. Engineers (like Tom up there…) do not generally have the social good graces to treat the customer with kid gloves when they call in about a problem. An Engineer sitting in their cube postulating the day away is not paid to answer calls all day. There was a wholly-owned subsidiary of our company that answered their own calls. I did front line one day as part of that group…never again: I’ll do Tier 2 support all day long…but answering all calls, no way.
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### Author:  [@fshowcars](https://forums.speedlife.net/u/fshowcars)
#### Post date: [January 31, 2007, 10:40am UTC](https://forums.speedlife.net/t/helpdesk/187729/35 "2007-01-31T10:40:03Z")
> [@Halfway Home](https://forums.speedlife.net/t/halfway-home/27649/2):
>
> Well here is the situation at hand
>
> Kennametal has a huge IT… but not huge compared to the systems we have…
> First point of contact is the GSC (helpdesk)… every person here, regardless of skill set is expected to do the same job.
> If we can’t resolve it, we escalate to the next level which are the groups in charge of maintaining the systems they are repsonsible for, such as Lotus Notes group handles issues with e-mail. These issues would include things like… upgrades to a newer client, for the whole Corp; server maintenance; system wide issues. So when these guys get a ticket from someone at the GSC about a user not being able to archive, they get pissed. But since the GSC does not all have the same skill level, the new folks don’t know how to set up archiving, so forth.
> I can’t seem to make my boss understand that these newer folks should be routing tickets to the more experienced folks.
> So the process we have now is to send it to the folks who make the big bucks and really piss them off, which in turn is also causing an image issue for the GSC.
how many people work for the help desk?
the location i’m at has it’s own building for windows help desk… over 150+ people on it… they have a ticketing system and they just escalate calls accordingly
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### Author:  [@8Grand](https://forums.speedlife.net/u/8Grand)
#### Post date: [January 31, 2007, 11:25am UTC](https://forums.speedlife.net/t/helpdesk/187729/36 "2007-01-31T11:25:44Z")
> [@yes or no](https://forums.speedlife.net/t/yes-or-no/27610/20):
>
> and what do TAC and NOC stand for?
TAC = Technical Assistance center
NOC = Network Operations Center
main thing about expedient is open communication, we have access via phone/email/AIM to anyone in the company. Things usualy get resolved due to that aspect. the ability for me to bug whitey/bobby311 about a NT question helps alot lol.
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### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 31, 2007, 11:29am UTC](https://forums.speedlife.net/t/helpdesk/187729/37 "2007-01-31T11:29:04Z")
> [@OFFICIAL Buffalo Sabres Thread](https://forums.speedlife.net/t/official-buffalo-sabres-thread/25170/4191):
>
> how many people work for the help desk?
>
> the location i’m at has it’s own building for windows help desk… over 150+ people on it… they have a ticketing system and they just escalate calls accordingly
We have 6 in Latrobe
and 6 in India
We have 14,000 employees worldwide
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### Author:  [@newchic](https://forums.speedlife.net/u/newchic)
#### Post date: [January 31, 2007, 11:33am UTC](https://forums.speedlife.net/t/helpdesk/187729/38 "2007-01-31T11:33:45Z")
> [@i can't wait to hit the dyno](https://forums.speedlife.net/t/i-cant-wait-to-hit-the-dyno/27605/15):
>
> TAC = Technical Assistance center
>
> NOC = Network Operations Center
>
> main thing about expedient is open communication, we have access via phone/email/AIM to anyone in the company. Things usualy get resolved due to that aspect. the ability for me to bug whitey/bobby311 about a NT question helps alot lol.
We have phone/ email / web tickets (users can enter their own tickets)
Everything seems ot get done, but it is so haphazard and un-strustured that I can’t believe it does get done.
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### Author:  [@1st\_v-dub](https://forums.speedlife.net/u/1st_v-dub)
#### Post date: [January 31, 2007, 12:15pm UTC](https://forums.speedlife.net/t/helpdesk/187729/39 "2007-01-31T12:15:30Z")
> [@i can't wait to hit the dyno](https://forums.speedlife.net/t/i-cant-wait-to-hit-the-dyno/27605/15):
>
> the ability for me to bug whitey/bobby311 about a NT question helps alot lol.
nt :kekegay:
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### Author:  [@fshowcars](https://forums.speedlife.net/u/fshowcars)
#### Post date: [January 31, 2007, 12:30pm UTC](https://forums.speedlife.net/t/helpdesk/187729/40 "2007-01-31T12:30:05Z")
> [@newchic"](#):
>
> We have 6 in Latrobe
> and 6 in India
>
> We have 14,000 employees worldwide
well then i wouldnt’ say the helpdesk is huge!!! you guys just need to nail down a process to always go through when tickets come in.
Dom - i just migrated and retired an NT 4.0 box on monday… how LOL is that???
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