So in 2018 I stumbled into a job i wanted more than any other job, I actually remember see the sign outside the office and thinking “When I'm older I want to work there!” I heard about someone getting a job there and he was able to get me in and I was so damn happy, I was then working in IT for 2 hospitals and we didn't have to be the mindless drone giving the person on the other end what ever they wanted, We could say “No” and “You're wrong” it was amazing, after a couple years I was top call taker on the team, could do any fix without issue and was on the perfect shift but then we where told we had lost the hospital account and had to move offices and little did i know it was the beginning of the end,
Whilst waiting for the hospital account to go I got offered a chance to take over a new account and I would be heading this up, I take over the account and it was going well,, me and another guy I was working with from the beginning pretty much ran this account eve the managers had no idea what was going on, Cut to 6 months down the line and we are now working on this main account and multiple mini accounts but nothing that we couldn't handle and we all had our roles until we get a new operations manager who has never worked a job like this, He tells us we need to start rotating roles every week, there are about 5-6 roles and by the time you come back round to a role you've pretty much forgotten it and then Covid hits and we get sent home with equipment, and for a couple weeks it was great
After a few months the Deputy team lead became a keyboard warrior now he didn't need to tell you stuff to your face and he found out i was with a girl he liked, I then get a message why i wasn't Pick up emails in this mailbox that I didn't know anything about, I was meant to get training on it but never got around to it since I had so much more to do and this email address got 2 emails a day and all the newer guys where trained on it as a initial job for them to do, He blows up my Skype “WHY HAVENT YOU PICKED UP THESE EMAILS?!” I explain I'm busy and i wasn't trained and we get into a massive argument and he go on to call my Snide on a public chat that everyone can see, I go to my Team lead and tell him and advise that if he messages me again HR will be involved, So I don't hear from him but the tension is always there, After 2 months i get told there is a position on a new account and i take it but this account is not what I'm used too as it is for a company that does Wealth management and they use there own devices which is good there is no admin accounts no walls setup by the company so it was just like working on my own machine at home but it was very prim and proper we needed to be slaves to the caller
After a few months i get offered a role on a military account and these military accounts are the top level account you want to be on….. except this one, You have no access to anything, you cant Remote onto there machine and if a call goes for more than 5 minutes it probably means you need to raise it to a different team even though it would be easy if you could remote on, First couple weeks go great get my training by someone who seems to know what he is doing (remember that) and I start taking calls/chats and everything seems great until i get a message “Why aren't you tasking tickets?”……. “What the hell is tasking a ticket?” I reply because my 4 years of working at this company once we raise a ticket to the second line team it is then there job but no, once it is saved with the second line team we need to then create a whole new task for it for no reason than the company wanted us to that and no one told me until 4 months of working on this account and that has become the norm someone does something wrong and no one mentions it until its become a problem. This has happened multiple times because they just aren't paying attention and then SHE come in, The “Improvement” manager the person who needs to make sure everything is going smoothly but has never taken a call in her life and doesn't know the first thing about IT, She asks why I'm not certain things, Here's a list of is “Expected”
1: Create a ticket for 100% of calls No exception……. Well there is an exception and that is if we are getting a chase when the user already has ticket open, She has complained about this multiple times by my team leader and needs to be told 100% is impossible again and again
2: I need to put a config item in the ticket, Granted it is a box in the ticket but isn't marked as required and in 6 months no one told me to put anything in it
3: Put knowledge in every ticket or press “No knowledge found”, I wouldn't have a problem with this but its stupid how this system works in that the Knowledge box doesn't automatically come up and you need to do multiple things with the ticket before you see it and the next call has usually come in by then, the knowledge articles are awful and there are barely any that get used since the ones that are useful can be remembered after the 3rd time you've used them, IF you can't find the knowledge and the press the “No knowledge found” button too many times in a week she goes crazy even though most things don't have knowledge and the only reason I'm the one who keeps coming up is because I'm the one who actually trying to search for knowledge, she also has mentioned “If you see anything wrong with a knowledge article just tell (insert name of guy who talk to the knowledge guys) and he will get that changed, I did that and he instantly came back to me and said “Yeah the chances of getting anything changed this decade is unlikely”
4: Correct template, I actually understand this one since its something I've pushed on people when I was in charge of new people on my previous account BUT once again its isn't very good on this account, the primary template is perfect for every call and the other templates even though they are “Tailored” to the issue
I hate to use this term but she is a Karen, she is entitled and thinks because she is higher up she can expect the job to be done her way because she has already promised the customer that even though its an awful request, I'm so close to leaving I've already wrote a draft of my resignation letter and when I do quit I will be sending it to the entire team not just my manager I want everyone to know how bad the account is and how much better it could be
I have lately been told it home working from now on, I miss my office and the people i worked with and I hate working from home, I've gone from someone who would finish work, go to the gym for a couple hours and then come home and sit at my PC and play games for the rest of the night, Now I finish work go to the shop buy booze get pissed in front of the TV, I cant get to the gym because it was close to work and could just get the bus home afterwards and now by the time I get there do my work out and get back its past when I should be in bed for my early start the next morning and no I cant work out at home because I hate working out at home i get distracted too easy and people always need me to do something so its a pain,