User name: Shannon Hoffman
Background / Skill Level: Analytical chemist for Procter & Gamble with an adequate level of technology skill.
Q: What are a few examples of your most regular tech problems?
A: Computer not communicating with instrumentation, issues with various software including Outlook, and proprietary work applications. One time I had to call support because our database password wouldn’t work and I eventually gave up. I had to recently call because my archives in Lotus Notes disappeared and tech support claimed they couldn’t do anything about it even though I know they back it up. One day they mysteriously reappeared.
Q: What is your first step when you come across a need for help? How long before you escalate the issue to the next step?
A: Usually I ask someone in my immediate office if they know how to fix the problem, or I call my husband. I would let the problem go for a couple days at least if it’s not vital since they tend to resolve themselves. It’s better doing that than dealing with tech support. This is unless the problem is something that I need to get my job done immediately. I have found that I can make a problem worse if tech support tries to fix it rather than letting the problem resolve itself.
Q: Does your company have an intranet site that offers FAQs or other technical help? If so, how often do they resolve your issue?
A: No. We don’t have one that I’m aware of. At least not anything that helps resolve specific issues. If you need a printer or some kind of equipment, you can put in a request, or download some software, but there is nothing on there to help you if you have problems. I wouldn’t use them anyway because that’s not really what I get paid for. We have support for that.
Q: Do you struggle to properly convey the nature of the problem to IT staff?
A: Yes. They don’t really speak English because they’re located in Costa Rica. So, not only do you have the challenge of overcoming the language of technology, but you also don’t have a common language. Once I asked my Spanish speaking coworker to call for me. I don’t always know the right way to describe the problem. I try and take them through the steps, like “when I do this, this pops up” or “when I do this, this happens”. They usually just want to take over my computer which is fine by me since I just want it to get fixed. If the problem is more hardware related, something physical, they escalate it to the IT support in my actual building.
Q: Typically how long before problem introduction to problem resolution?
A: Maybe an hour to never. That’s the range. Sometimes it’s 10 minutes and sometimes it’s a couple days. I never know. I would say usually it’s an hour or two. When I call support I am essentially planning on never getting help and am just thankful when I do. For months, when I open MS Word, I get an error message for ‘remove hidden data tool’ and it says to try reinstalling. Rather than call Costa Rica, I just close the error message and move on with my life. That’s how much I don’t want to call Costa Rica.
Q: Does your IT staff have remote access to your system? If so, do you find this method useful? If not, do you think this would be helpful in your situation?
A: Yes, they do and it is useful. I can usually just walk away on my wireless headset while they’re screwing with my computer. I can get other stuff done in the lab while they are trying to fix the problem. I would prefer they fix every issue that way. Usually 80% of the time when they take over my computer they can fix it.
Additional comments:
If you have to call back about the problem and already have a ticket, you shouldn't have to re-explain everything all over again. Support needs to look at the ticket and make thorough notes in the first place so time is saved on any return calls. I've noticed this for P&G support and pretty much any other support I have to call (Comcast, Verizon, etc.).