Just feel like ranting about work and end users.
I've been working in the IT industry for a while now, mainly doing customer support roles. I work level 2 support and we have a helldesk for first level support.
The entitlement of some staff members blows my mind, twice in this company I've had people threatening or actually going to the CEO to complain about something.
These fucking adults act like toddlers when they get told “no”.
Example 1:
User is a manager of some sort, breaks his company mobile phone by dropping it (twice in the span of 2 months) and then we sent him a used phone that works fine.
He complains about it because he didn't get a new phone.. I don't run a fucking phone business here, you broke it twice. You should be grateful you're getting a phone at all at this stage..
Example 2:
User is a manager of some sort (starting to see a pattern here..)
He logs a vague ticket about wanting some support with an application.
Our helldesk does nothing and escalate the ticket to me. I pass it back to them because they have done no troubleshooting nor have they reached out to him.
User complains because nobody has reached out to him after 4 days (it was actually 3 but OK)
My manager complains to me about it because now it's urgent and he put a comment in the ticket saying he has to give some info to the CEO. I didn't see that comment because the ticket is with the helldesk so sorry I don't have a crystal ball. Do you think end user takes initiative by calling said helldesk? Nope..
The fact that he's now threatening to go to the CEO doesn't sit right with me at all. He just wants to look good in front of the CEO like a good little lapdog.
The worst part in all of this is my manager not having a spine and standing up for her team.
Anyway I could go on and on, I should get out of customer support.