Flag This One For Incompetence

, , , , , | Working | May 18, 2020

I work in a sales business with offices all over the country. I am the hardware technician at the head office, but I often deal with basic IT requests.

I get a call one morning from an “Anonymous” number.

Flag 1: We have an internal and external helpdesk number. If a call comes in from external, it shows the caller ID. Our staff don’t block their numbers as they do a lot of calling and their clients like to know it’s them calling.

The anonymous caller says they are trying to log in to email, and they can’t seem to get in. They want to know if we can reset the email password for them.

Flag 2: Our emails are linked into our database, and the laptops we issue out have emails already set up for them. If they can login to the laptop they can login to the emails.

Flag 2a: If it was a mobile device, we have a process for that, as well, and they need to send through a mobile request form, which their manager handles.

I have a look in our database for the username they have given, and I can’t find it. I then look in our email server for the email address, just in case there was a special case where they had an email but not a local account.

Nothing.

Flag 3: Why are you requesting a password reset for someone who we don’t seem to have?

I let them know that they will need to get their manager to send through a request, and they say,

“Okay, sure. I’ll get onto that and get back to you. See ya!” and hang up.

I think that is odd, and I tell my manager about it and he laughs it off and agrees that it was odd, but there’s nothing really we can do.

We think it is the end of it, but then, sure enough, a few moments later, I get a call back. The same anonymous caller says, “Hey, it’s [Caller] again. Turns out I don’t have an email set up. Could you make one for me?”

Our user accounts are more than just emails; we have the local account for logging into computers, permissions based on what location they are, even alternative emails for the locations.

We have a process which the manager needs to go through in order for a user to be added, and we have a ten-day wait time to get everything approved from their end, as well as mine: hiring team, accountants, my manager, etc.

I let him know that if he is a new starter, then his manager should have sent through a request for a new user. He says he will get onto it again and hangs up.

Sure enough, a few moments later, a request comes through from one of the “assistant managers” for an email account setup for this guy.

Once again, we have policies and procedures which need following for new user accounts, paperwork, and such.

The email I got literally just says, “Hiya, just needing a new email for [Caller], cheers.”

I forward it on to my manager again and leave him to deal with it.

I have no idea if something had gone wrong, or if it was just a manager who had no idea how to do things. But at this point, I didn’t want to deal with it.

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