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Sep. 13th, 2004 11:31 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
bzarcherI think I've figured out the biggest problem with my job. And before the joke can be made that it's the people on the other end of the phone, that's not really it.
It's being understaffed.
Two people are being expected to handle all the first line stuff for 1900 users in North America, quite a few of which work at home and demand that we try to support their home networks, cable connections, etx.
We have to do support for offices with no IT staff, and we have to try and do a lot of things that shouldn't be a level 1 area's responsibility. And in many cases, our remote desktop tools don't work over VPN or out to those remote offices, so we're doing it blind. (Software deployment, asset management, Email distribution management, etx.)
The level two? Has 9 people, split between three offices at a ratio of 5 to 3 to 1, trying to do all the level two and three stuff, plus manage system builds, deployment, testing, and a lot of other things.
Result? Everyone is operating at a very high stress level, and I think we're all five seconds away from snapping, especially on days like today where the incoming volume is very high (all Mondays are like this. People must take stupid pills on the weekends) and people are out of the office or out sick.
We need more bodies. On the phones, in the offices. Otherwise, we're probably just going to grind outselves to dust.
In other news, I am either having allergy attacks or coming down with a cold.
It's being understaffed.
Two people are being expected to handle all the first line stuff for 1900 users in North America, quite a few of which work at home and demand that we try to support their home networks, cable connections, etx.
We have to do support for offices with no IT staff, and we have to try and do a lot of things that shouldn't be a level 1 area's responsibility. And in many cases, our remote desktop tools don't work over VPN or out to those remote offices, so we're doing it blind. (Software deployment, asset management, Email distribution management, etx.)
The level two? Has 9 people, split between three offices at a ratio of 5 to 3 to 1, trying to do all the level two and three stuff, plus manage system builds, deployment, testing, and a lot of other things.
Result? Everyone is operating at a very high stress level, and I think we're all five seconds away from snapping, especially on days like today where the incoming volume is very high (all Mondays are like this. People must take stupid pills on the weekends) and people are out of the office or out sick.
We need more bodies. On the phones, in the offices. Otherwise, we're probably just going to grind outselves to dust.
In other news, I am either having allergy attacks or coming down with a cold.
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Date: 2004-09-13 09:05 am (UTC)no subject
Date: 2004-09-13 09:15 am (UTC)Yay for budget cuts and 'streamlining.'
Did I mention the company hired three new VPs last month?
no subject
Date: 2004-09-13 10:32 am (UTC)...until there's a problem with the machine of one of those new Executives...
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Date: 2004-09-13 10:56 am (UTC)Though, apparently there is a rumor that we'll get another person on the phones and one more person on the desktop team.
Not sure. We'll see. Not counting on anything yet.
no subject
Date: 2004-09-13 10:14 am (UTC)(So sayeth the person who was the /only/ customer service rep for the entire company for almost a year). I completely sympathise.
I don't know about over there, but here the ragweed pollen count is through the roof. If you've been having sneezing fits like I have, then I'd say we can blame allergies.
no subject
Date: 2004-09-13 10:56 am (UTC)We'll see. I'm up on my shots.