Not So Sure About The Link-Link

I currently work for an outsourced IT company, and I have several companies for clients. I’m a basic Tier 1, Level 1 analyst for most of my clients. I have one main client that I work for the entire time I’m on queue. They have loads of software that I don’t have access to; most software is managed by their IT department, but some custom software is managed by various other departments within their company.

I get this call from an impatient caller.

Caller: “Hi, I’m trying to prepare for a presentation at 9:00, and I can’t access the links from [Custom Software]. I need you to help me. I’ve logged out of it, logged back in, and restarted my computer, and nothing is working.”

Me: “Okay, I’m not familiar with [Custom Software], but let me take a look and see what articles I have so I can help.” *Click click* “Okay, [Custom Software] is not supported by IT, so here are the people you need to contact because they’re the ones in charge of the software.”

Caller: *Yelling* “But it has links! I can’t click the link! This is an IT issue if it has links!”

Me: “Yes, while they are links, the software itself is not supported by IT, and you still need to get in contact with these other people. Here are their—”

Caller: “There’s no one in IT who can help me?!”

Me: “No, not really, but what I can do is escalate your ticket to a Tier 2 analyst, and they will likely tell you the same thing.”

Caller: “Or, they can help me instead. ‘Cause, you know, it’s a link issue, not a [Custom Software] issue.”

I’m clicking away on my really cool mechanical keyboard. Documentation is key here, and I include the KBA (Knowledge-Based Authentication) number, plus the instructions for whom to contact in case something like this happens.

Caller: “What is taking so long? Why aren’t you transferring me?”

Me: “Because I have to type out your ticket first so that when the Tier 2 sees the ticket, he or she can best help you.”

Caller: “Oh, okay. That would be wonderful. Thanks.”

I politely assure her that she will get the issue resolved.

Caller: “No thanks to you…”

I transfer her over to Tier 2.

A few minutes later, I refresh her ticket on my screen, and it is closed. I look at Tier 2’s notes.

Tier 2: “Directed her per KBA [number].”