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earendel · #1 Post by **earendel** » Tue May 13, 2008 5:48 am

We are three days away from the switchover in our IT support from the local office to the "enterprise solution" wherein we have to call an 800 number or log onto a Web site to request assistance. I've already lost admin rights on the computers in my office, meaning that I can't fix problems for users here. That doesn't stop them from coming to ask me, but all I can do is refer them to our local people (who, understandably, aren't exactly on fire to fix problems) or tell them to reboot and hope for the best. It's frustrating to me and to the user, but it's all a part of the brave new world of IT support.

gsabc · #2 Post by **gsabc** » Tue May 13, 2008 6:51 am

This sounds like a Dilbert strip. How does one log into an IT support website to request assistance if your computer is not working? Sort of like having to call the phone company to report a problem with your phone.

earendel · #3 Post by **earendel** » Tue May 13, 2008 7:04 am

gsabc wrote:This sounds like a Dilbert strip. How does one log into an IT support website to request assistance if your computer is not working? Sort of like having to call the phone company to report a problem with your phone.

There's also an 800 number to call, which, I gather, will reach a technician who will attempt to remotely log into your computer and fix whatever the problem is. Of course if the computer won't boot, then that won't work. In such instances I'm told that there will be someone dispatched to do hands-on problem-solving; said person may be in the building, or may have to come from outside. I foresee a lot of grumbling.