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More than you bargained for
(lemmy.world)
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this post was submitted on 26 Jul 2025
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Yeah I know turn it off and on again. I know to check and reseat connections. I know other hardware checks and eliminating variables like unnecessary hardware or software incompatibilities. I know how to Google. If I'm calling IT support it's not something I can fix without their admin permissions. It might be simple for them or it could be hell on earth but at least I probably didn't cause the problem.
But 95% of people that call support don't know that stuff. And those things solve 95% of the problems that users have. And support staff have been told to go through the script or get fired. So just be nice to them, get to the end of Level1's script AQAP then you'll get someone that's allowed to use their noggin, considerably more quickly than if you piss around.
In most companies L1 Support are severely underpaid offshore, total muppets, or both. Their most frequent triage or escalation path is gonna be "I routed it to the wrong application team because the caller said some words that sounded vaguely relevant to something that team works on".