Hey all,
My Workspace was really acting up yesterday, enough that there was no way to make or take calls without having them be significantly delayed so my leader asked me to reach out to help desk. I reached out first via phone and got a Konda. Now, Konda was pleasant enough but immediately told me "My English is poor quality can we please type?" I agreed and then we went through the TechCentral hub where things SEEMED to be progressing. Konda tells me things I already informed him twice about ("did you restart the computer and clear the cookies?" was asked three times and done three times) and he started to clearly grow frustrated.
Fast forward after the system is being evaluated for forty minutes before I ask Konda to please escalate the ticket (he was pleasant enough and I'm sure a nice person, but he clearly had zero idea what he was doing) and he then starts typing even faster and much more brash. Asking my why I want to escalate when "I am the tech expert?" I told him that I cannot just sit around waiting for an issue to be fixed and expect my leads to just have me take off an indefinite time at work to wait for a solution.
We eventually get it escalated and someone calls me 3 hours later and fixes the issue after going into the system to realize a computer update was causing the issue and resolved in 10 minutes. I hope my experience was the one off, and that these new IT agents can be eventually trained fully, but I fear this is our new future for a bit.