No Help Desks
7.5 hours! It took 7.5 hours today for a so-called help desk to confirm the very first question I asked them! Lets back up a little here...this morning one of our systems that talks to a vendor's product stopped working. After a quick play around with it, I figured the password for the account that our system uses must have expired. So I rang the vendor's help desk to ask for said expired password to be reset. Having done a lot of support related work in my current position I know the danger of making presumptions about the problem without at least informing the analyst at the other end of the full details of my problem. I walked him through the issue and explained why I felt it was an expired password. He then asked me to repeat everything I done to try and fix the issue already, he made me repeat it three times. Next he didn't believe me when I said it still wasn't working. His next step was to webex into my machine (remote in over a secure connection over the web) ...