News

True Life Tale: Paging the Help Desk

Quick fix for a computer that has been making buzzing sounds for weeks.

I was new with the desktop support team and received a request to take a look at a customer's computer that was making a funny noise. I went on site and asked the user, "What kind of noise?" All she could say was that it was making a buzzing noise and it was coming from the keyboard.

Surprised by this description, I sat down at the keyboard and began doing some basic troubleshooting when, all of a sudden, I heard the sound. It was definitely coming from somewhere near the keyboard, but it was a sound I've never heard before coming from a computer.

After further investigation of the area, I pulled the center drawer of her desk open and — voila! — there was a pager in the drawer, set on vibrate.

When I told the customer that it was a pager located in her center drawer, her comment was "There it is. I've been looking for that for weeks!"

[The preceding "True Life Tale" was submitted by Dana Cummins, of Tacoma, Washington, as part of a Help Desk Support contest we ran in January/February. For her effort, Dana received a copy of Mastering Windows XP Registry, by Peter Hipson, courtesy of Sybex. To submit a "True Life Tale," send you 500-words-or-less story on any IT topic to mdomingo@101com.com. Published tales will win a book from our burgeoning tech library.]

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Reader Comments:

Fri, Jul 23, 2004 chidi Nigeria

the desktop engineer has solved more than one problem; one, finding out that its was not the keyboard that was the problem and two; locating the pager that has been missing for weeks. Dat's great!

Fri, Jul 23, 2004 Anonymous Anonymous

the desktop engineer has solved more than one problem; one, finding out that its was not the keyboard that was the problem and two; locating the pager that has been missing for weeks. Dat's great!

Fri, Jun 25, 2004 Ann Florida

Brandon, you need a vacation!

Fri, Jun 18, 2004 Anonymous Anonymous

Soooo True.

Fri, Jun 18, 2004 Chris N.C.

As an entry level helpdesk analyst I really didn't know what to expect. There is a lot of technical mumbo jumbo that I constantly have to delegate to more experienced techs. However, there was one particular time that stands out in my mind when I helped someone all by myself.
While sitting at my desk, I was going through my helpdesk email inbox.
I received a help request from a particular user.........."Help! My email does not work!"
It took me a moment to realize how rediculous this is.........since they, in fact, had emailed me!
I, in my best smart @$$ fashion replied, "Ok, I see your problem, how is your email now?"(having done nothing, but laugh)
The user then replied, "Wow, it is working great! Thanks for your help!"
No problem people...........keep 'em coming. You make my job worth while.

Fri, Jun 18, 2004 Anonymous Anonymous

l;'kj

Fri, Jun 18, 2004 Larry Anonymous

Clearly another of those One D Ten T issues.

Fri, Jun 18, 2004 Alex Anonymous

This was an OSI Layer 8 problem

Fri, Jun 18, 2004 Brandon Tennessee

I'm sorry but this article was stupid. What was the point of publishing this?

Things like this happen all the time, it's not even funny. I mean it might have been funny if it was the actual help-desk pager, and every time she called for help it made the problem worse, but it was just her pager.

???

Fri, Jun 18, 2004 MCSE Florida

Nothing a User does suprises me anymore...

Tue, Dec 2, 2003 bill satterfield Anonymous

what is the price of your stock

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