Tuesday, October 17, 2006

Credit where it isn't due.

Yesterday was a heavy call volume day. Several software updates, some servers down, the normal sort of stuff on a Monday. We had a fairly high number of people waiting in the queue. Late in the morning, things started to clear out and Team Lead D**** sent out a message:

I'm trying to clear it (the queue) out for you but I may need your help.

Finally, when the queue was cleared:

Great job everyone!!!!
...........With your assistance, I was able to clear the queue!

That is such complete bullshit. He doesn't do squat to clear out the queue. The ticket system shows that he took two calls. Two is nothing. I had 40 by that time. Why does he persist in taking credit for this when the most he does is badger us? And what's more, why does management continue to allow him to treat us like this because, really, this is very insulting when we do all the work and he is blatantly taking the credit.

Today, was even worse. We had a queue continuously, all day long. So after spending all morning off the floor in meetings, and once the other two Team Leads have gone home for the day, D**** does it again:

I'm trying to clear the queue but i can't do it alone..... I need
everyone's assistance

The system shows that he took no calls for the day. Not a single ticket. Now, unless he's operating under the radar and helping callers in some magic way that he is not entering the ticket system, he is doing absolutely nothing to clear the queue. He clearly has no idea how insulting he is being to the rest of us. I took over 80 calls for the day and did more to clear the queue than anyone at the Help Desk and here he is, doing nothing, but taking full credit.

I think he believes himself to be clever. Previously, one of his favorite "clear the queue" phrases to use was "You're killing me", as if the queue were a life-or-death situation. I haven't heard him using that for a while so now he's got the "I cleared the queue for you" crap.

Time to amend my "reasons morale sucks at the Help Desk" document for the Site Manager.

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