Same with alot of other help desk operators, such as Compaq, IBM etc. The
first person you talk to on the phone, is normaly reading questions from
his/her screen. Like, have you rebootd the computer? Have you checked to
see if the phone line is working? Is the screen turning on? If they cant
solve your problem, they chuck you onto the guys getting payed more, and
that have a wider knolidge of computers (ex computer techies, c++ guru's).
You also have the problem, with the first level of help, they problaby have
never "used" the program/hardware you are trying to get help with. Anyone
can read things from the screen, but actually providing knolidge based help
is something diffrent.
Regards, Alan Lee
NRMA
> Just remember, the help-desk guys you talk to first are just phone
monkeys.
> They usually only know how to read the procedure documentation, and cater
> for user error - but have no ability to diagnose network problems. Nor do
> they understand the intricasies of PPPoE encapsulation, firewalling or PPP
> authentication. They just have their handbooks.
>
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