I have nothing against people who worked in the IT field, anyway, almost half of my generation in my family worked in the IT industry.
But... I DO HATE to call our very own company's IT support.
Imagine that you have someone shouting and screaming in pain and you just need to see what kind and amount of analgesics to give or if not whether should the physicians be contacted and...
YOU JUST CAN'T GET THE COMPUTER TO WORK.
Can't get to work as in the problem can be from the mouse not responding due to the computer getting old and the port got loose to cannot get connected to the Internet to the computer cannot be switched on, you name it, we have it.
Well, what is uncommon about a computer that is not working? All things would break down as you must have think.
The point is, when it break down, we need someone to fix it, and we, are NOT "supposed" to be trained in this! Why is there an IT support department when all that they do is to instruct you to fix the computer over the phone? You know those time that I took to fix the computer for them over the phone could have cost someone else misery! Why should WE be fixing the machine that are not working? Just because we need it to work does that put us in a less advantage state that we will need to fix the computer over the phone and follow all the instructions while the call bell going on and on and no one attended just because one manpower is stuck fixing something that is not part of our job?
Well, what is uncommon about a computer that is not working? All things would break down as you must have think.
The point is, when it break down, we need someone to fix it, and we, are NOT "supposed" to be trained in this! Why is there an IT support department when all that they do is to instruct you to fix the computer over the phone? You know those time that I took to fix the computer for them over the phone could have cost someone else misery! Why should WE be fixing the machine that are not working? Just because we need it to work does that put us in a less advantage state that we will need to fix the computer over the phone and follow all the instructions while the call bell going on and on and no one attended just because one manpower is stuck fixing something that is not part of our job?
ENCOUNTER 1
I need the computer to print the label for the bloods taken for the patient, and not all computers in the ward can do that, only certain ones with specific machines fixed on may do so, and...
The last machine that can worked cannot get connected to the system with a message read "the hardware had been switched off."
So, knowing that I need to press that little "wifi button" that is dead locked in the compartment where the laptop key pad is hidden, I called for the IT support staff who were the only group of people who have the key to access them.
 |
| This is how a cow look like, the key board is a add on and the key pad for the laptop is hidden below the white part. |
Me, "hello, IT support? I have a COW (Computer On Wheels) here not working and the message showed that the wifi button had been switched off, can you send someone over to open up the lock to fix it?"
IT Support, "Ok, a COW, may I have the asset tag number and location."
Me mumbled the number and location.
IT Support, "Madam, can you try restarting the computer?"
"Huh? But it is a hardware problem, the button of the wifi is being switched off by your staff who came and fixed the other problem earlier on, I don't think restarting would help." I replied.
IT support, "yeah, but you try switching off and restarting." (Insisted)
Me, "fine, I will try but you will have to wait." (Numerous call bells sounded and I am stuck with the COW for almost 5 minutes)
IT Support, "how is it?"
Me, "the same message showed, I can't get connected."
IT support, "ok, can you open up the one with the red tick on the tray?"
Me, "I have tried that just now, and that is how I came to know that the button is being switched off, there is no connection at all!"
IT support, "yeah, can you open up and see?"
Me, "I did and there is nothing. I am telling you now that I think you need to send someone over to open up the lock."
IT Support, "Ok, can I call my engineer and to see if there is any way to solve this?"
Me, "Yeah, I think you just tell them to come over and open up the locked compartment to switch that button on, that is it."
10 minutes later, IT Support happily called back, "Madam, out engineer said that there is a button on top of the key pad that you can try to press and the wifi can be connected!"
Me snapped, "I KNOW! BUT I HAVE TOLD YOU THAT THIS IS A COW! You know? The COW WITH THE LAPTOP KEYPAD THAT IS LOCKED! DEAD LOCKED AND THAT IS WHY SINCE JUST NOW I HAVE BEEN TELLING YOU TO GET YOUR ENGINEER TO COME DOWN WITH THE KEYS TO SWITCH IT ON! If it is JUST that wifi button that I can reached I wouldn't even have called you!"
IT support, "you mean this is a COW and the key pad is locked??? Oh ok, I will contact my engineer to go down."
*Hematemesis*
ENCOUNTER 2
Me, "Morning IT support, I am calling from XXX and I have a COW here that cannot be switched on, I have tried plugging it into the power socket and have also checked the other switch right at the bottom that it is on, but there is just no light at all."
IT support, "Ok. Can I have the asset tag and location?"
Me reciting the tag and location.
IT Support, "Madam, can you plug in your COW to the wall socket?"
Me rolling eyes, "It is ALREADY plugged in."
IT Support, "Oh, ok, madam can you check the back of the computer at the bottom..."
I snapped, "I told you just now that I have already checked that the button is on right?"
IT Support, "Oh, and is there any light?"
Me, "NO!"
IT Support, "Ok, no light?"
Me, "Not at all."
IT Support, "Ok, I will call my engineer down, can I have your log in ID?"
Me, "***THK (*** is the standard start for all the staff in the same category in the company)"
IT Support, "*** what?"
Me, "T-H-K... Thailand, Hong Kong.."
IT Support, "Thailand, T and???"
Me rolling eyes, "HK, Hong Kong..."
IT Support, "H... TH what again?"
Me, "T-H-K, Hong Kong!!!"
Seriously, I tried not to fume, I TRIED.
But... I really feel like screaming into the phone at that person.
