Thursday, November 17, 2005


We've had Financial Services people lurking around the Help Desk for the past several days. They are ostensively "observers" but their presence has created policies that require that for every time we open a ticket for a Financial Services user we have to inform our Function Desk. Essentially asking permission to open a ticket.

"Oh, teacher. Did I do this right?"

"Why yes, Timmy, you have done this correctly. You get a gold star."

Today, D***** the HR Rep (it says Operations Manager on her sig file) was hovering by my cubicle while I was on a call. She had some red plastic cups in her hand and I had a sinking feeling. Not wanting her to loom over me while I was trying to work I put the call on hold for a moment to hear the explanation I already knew. Yes, the cup was to put on top of the wall of my cube so the guy from the Financial Services group would know that I was on such a call and required assistance.

As if I'm too stupid to get up and ask for help. Or that the user is so important that they won't accept an "Hold on just a minute while I look into this" request.

We have issues called "911 Issues". These are things that are of extreme production importance such as "The Bank cannot communicate with the Federal Reserve." Billions of dollars things. We've been told that these procedures with Financial Services users "are just as critical as our 911 issues."

Hell, When we have a major system error and all of the branches loose connectivity it is not bad enough to warrant a 911 Issue. You can't tell me that these Financial Services users are that important. If they were, The Bank would not have "displaced" their specialist Help Desk. This is really quite absurd.

So, today was also the day the they turned out the lights over at the Financial Services Help Desk. Of course, they only sent an e-mail to us telling us about this change mid-way through the day when it was already pretty obvious what was going on. At one point I did receive a call that required assistance. Since the other Help Desk was gone, we had no way to track progress on the calls they had opened from within our databases.

Up went the cup.

After a while after having received no response I got up and sought one out. The Function Desk had access to the old database so I got a print out of what was going on and started generating a ticket to begin tracking the issue from our side. I was pretty much done with it when the Financial Services guy finally came over to help me out.

So much for "just as critical as our 911 issues."

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