I realize that I’m still in the “honeymoon phase” with my new employer, but if today’s experience with the IT HelpDesk is any indication, I’m pretty confident that I can look forward to a VERY happy marriage.
First off, I thought it was a fairly good sign that I was nearly 9 days into the new job before I had a technical issue that required an IT support ticket. I was trying to procure some software from the self-service portal that handles such things, but the installation appeared to have failed.
So I logged a support ticket explaining what had happened (or what didn’t happen in this case) and got the usual automated e-mail confirming that IT had received my request. Less than an hour later, I discovered it was a case of “user error.” It seems I had accidentally opened the install window twice and was trying to trigger the installation from the one that was “inactive.” (And before you decide that I’m a total technological idiot … I was using an extended desktop shared between my laptop and a brand new 24-inch monitor for the first time today and had lost the “active” window between the two screens.)
I then managed to get the software installed and was actually typing out a message to the HelpDesk saying they could close my support ticket when my phone rings … and it’s A REAL LIVE PERSON FROM IT! Not only that, the guy was actually on site instead of somewhere in India. I can’t remember the last time I got to speak directly to an IT support technician … especially one who CALLED ME. He even asked if there was anything else he could help me with before hanging up. I thought the only place where one could get that kind of personal attention from an IT organization was at a Silicon Valley start-up. Several hours later I’m still experiencing a bit of shock and awe from the incident.
Or did I just DREAM IT??????