|
I would like to get my hands on the little sod who called up today to complain about how the IT department had treated him. And then bang his head repeatedly against the lift doors until they open onto the lift shaft. And push him in. The problem with doing that is that it would mean the lift renovations would take even longer.
Anyway, what was I rating about?
Oh yes, the person calling up to complain.
It was my colleague they spoke to, so I don't know exactly what the caller said, but my colleague is very good at re-stating what someone has said if it looks like there's going to be a problem.
A couple of minutes of pre-amble, in which my colleague pointed out he wasn't the manager, but was happy to try and help resolve any problems the caller had. During this point, he got the caller's name. Then the caller started making vague comments about being treated badly by IT and, despite having started a couple of weeks ago, still had nothing working.
At this point I peer over and look at the name, and ascertain that this is the caller's name (very unsubtle miming). It rings no bells at all (which, given I create about 99% of the user accounts would be surprising if he was a member of staff). I look him up on the company intranet - not there. OK, so maybe he's a temp - they don't go on the Intranet, so I check in AD on the network. Not there. Maybe he is a temp, but no-one's got the paperwork to HR - this happens a lot - and if that was the case, we wouldn't have created an account for him.
Whilst I've been checking that, my colleague has managed to get out of the caller that they work in finance. So I call finance. They've never heard of him. I call HR. They have no record of him.
My colleague is now trying to get a contact number from the caller, and their line manager's name. I'm making cut the call short motions whilst stating loudly that he doesn't work here. Then I look at the phone display to see the number - but all the display indicates is that it came from outside, they called reception and asked to be transferred.
Eventually, my colleague gets given two numbers, apparently the numbers of the two desks the caller was using. He then tells the caller he's going to transfer him to the IT manager, but the caller drops the line.
I check the numbers - one belongs to someone else who hasn't been out of the office for the last three weeks at least; the other, erm, is a fax. Neither numbers belong to phones/faxes anywhere near the finance department. Both numbers are in a block that is associated with another department. Whilst I'm doing that, my colleague has gone to talk to our receptionist, who says that yes, she put the call through, and that the caller had said he wanted to complain about how he had been treated by someone in IT with my colleague's name.
My colleague was still rather upset by all this when he went home, despite everything suggesting that this was not a genuine complaint.
My own personal suspicions are that it was either a very bad phishing attempt (perhaps the original intent had been to speak to someone high enough up to be clueless, who would then give them account details); or it's to do with a security accreditation we're going through - the timing and the block of numbers are giving that a slight edge.
|