I swear the company I work for is trying to kill me via aneursym.
So we finally ramped down after our long projects, removed all the temporary resources, our call volume is getting back to normal levels, and the entire desk is relaxing. I’m getting back into my normal weekly groove…
When suddenly on Monday I’m told that there’s a big training class that’s likely going to end up with a prospective new client, and that today I’d have someone out here on the helpdesk tethering with one of my techs to see how we take calls.
Ok, no big deal, I keep a headset splitter around for this kinda thing, and tethered people are pretty low-maintenance on my part, since I don’t really have to do anything. Fine, whatever.
So this morning I get into work and see both (!) of the people sitting there. Good thing I keep two tethers around.
Then I hear the conversation about how the training manager had wandered over this morning before I got into the office and was asking who’s training them and what time they’d be going in for classroom client training.
Turns out that while these people may be going to the prospective new client, they’re just being randomly handed out to various helpdesks around the office for now and will stick on their assigned desk as a resource until such time as either they get pulled off for this new client (if they even sign on with us) or someone else moves and they go to fill the empty slot.
So now I have a new technician I need to classroom train, with zero advance notice, and with most of our training materials being obsolete now because of the projects to roll out the new CRM software. We have no training materials beyond knowledge objects (which aren’t in any sort of classroom-friendly format) and half of our non-CRM training materials are half-updated, since unlike pretty much every other helpdesk in this building, our client doesn’t pay for a dedicated trainer, so it falls on my shoulders as the account supervisor. This also means that while I’m classroom training, I can’t do my normal supervisory duties.
Not to mention that I know for a fact that our client didn’t approve an additional resource, so I have no idea who’s paying for this new technician, and I have no idea if the client will even approve another set of technician credentials for a tech on this desk that, for all intents and purposes, didn’t exist until today.
Man, I cannot wait until my next week of PTO…