FNG
This is my fucking new guy post.
We've all heard the term before. FNG (F*&@#ing New Guy).
For most people, everyone hates the new guy. He's New. He doesn't know anything, he sucks up your time, he forces everyone to chill out a little more on the office antics, you get the idea.
Well our FNG just started on Monday and overall it's a been a pretty good experience. At least better then the last three FNGuys. His name will remain anonymous but he comes from a technical background (that always helps out in a technical position). Imagine that.
His training schedule is actually ahead of where I anticipated him being. I got the chance/opportunity/misfortune of training him so it's been kind of nice. I at least get to try to "mold" him into I what I consider the consummate helpdesk technician. So that kind of got me to thinking of what qualities one should seek for in a new technical client facing support rep:
On another note I have gotten word that our January 1st Manifesto probably won't ever manifest. Imagine that. I still hope that we reduce our scope in order to maintain my sanity. Fortunately we have slowed down a little at work. We are taking fewer calls than we were a couple months ago and the break in pace has been nice. We actually worked our call queue down to less than 15 active issues. The majority of those have only been left open since we can't seem to reach the principle callers. Maybe we'll get down to zero calls. It's never happened before but it's possible. If it does happen I'll take a screenshot of it and post it to the blog.
Nuff said. Happy helpdesking. Good luck getting your internet orders for Christmas shipped on time. You did check out my froogle Christmas wish list didn't you?
We started a new VPN initiative for one of our "paranoid" clients. We use an ASP like software model that relies on the public internet and this client is just going crazy worrying about errant packets on a public internet. I'll let you know how it goes but I have to wonder about the paranoia level. I mean do you shred your trash, never sent postcards, have a filter screen on your monitor, and check your phone line for a milivolt drop in power indicating a phone tap?
Posted by Jeff probably at some unseemingly late hour past his kids bedtime.
We've all heard the term before. FNG (F*&@#ing New Guy).
For most people, everyone hates the new guy. He's New. He doesn't know anything, he sucks up your time, he forces everyone to chill out a little more on the office antics, you get the idea.
Well our FNG just started on Monday and overall it's a been a pretty good experience. At least better then the last three FNGuys. His name will remain anonymous but he comes from a technical background (that always helps out in a technical position). Imagine that.
His training schedule is actually ahead of where I anticipated him being. I got the chance/opportunity/misfortune of training him so it's been kind of nice. I at least get to try to "mold" him into I what I consider the consummate helpdesk technician. So that kind of got me to thinking of what qualities one should seek for in a new technical client facing support rep:
- Friendly and team orientated.
- Willing to listen (key point here)
- Perceptive and able to interpret the end users desires/demands/rants
- Able to use google effectively (no one could ever work a helpdesk w/o google)
- Speaks clear understandable English (see Indian Tech Support blog coming soon)
- Does not have body odor issues (Gumby this one is for you)
- Isn't too old school (Lindsey this is for you and your punchcard computing stories)
- Believes in the don't ask don't tell policy (Stan=Nambla? ;)
- Doesn't just say yea I understand when he should say could you go over that again
On another note I have gotten word that our January 1st Manifesto probably won't ever manifest. Imagine that. I still hope that we reduce our scope in order to maintain my sanity. Fortunately we have slowed down a little at work. We are taking fewer calls than we were a couple months ago and the break in pace has been nice. We actually worked our call queue down to less than 15 active issues. The majority of those have only been left open since we can't seem to reach the principle callers. Maybe we'll get down to zero calls. It's never happened before but it's possible. If it does happen I'll take a screenshot of it and post it to the blog.
Nuff said. Happy helpdesking. Good luck getting your internet orders for Christmas shipped on time. You did check out my froogle Christmas wish list didn't you?
We started a new VPN initiative for one of our "paranoid" clients. We use an ASP like software model that relies on the public internet and this client is just going crazy worrying about errant packets on a public internet. I'll let you know how it goes but I have to wonder about the paranoia level. I mean do you shred your trash, never sent postcards, have a filter screen on your monitor, and check your phone line for a milivolt drop in power indicating a phone tap?
Posted by Jeff probably at some unseemingly late hour past his kids bedtime.
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