A Day in the Life of....PZFor those of you who wonder what a day in my shoes is like...here it is:My alarm goes off unnoticed at 630am. Five minutes later I get a wakeup call from Amy and notice that I missed my alarm. I brush the teeth, change the clothes, and catch the 7am bus from College Point to Flushing. 730am 7 train leaves and I'm at my desk by 820. I log into my phone and my computer and begin sipping my $1.25 coffee and eating my oatmeal.A few clicks of the mouse bring up (in this order) Outlook, GPMS, and WebAdmin. GPMS is the application that creates trouble tickets for each call, and WebAdmin is a tool used to view user's accounts. Boring. 830 rolls around and I'm officially open for business and the calls start coming in..."IBD Support, Pierre speaking..."Printer jams, can't send emails, can't see a network drive, where can I find nice wallpapers...you name it, we fix it...as long as it can be done over the phone.So as I help people do their job, maintain their livelihood, and secure their future with the firm ('cause that's what Help Desk analysts do), I answer the phone (about 40 calls a day), check websites, and enjoy the friendly banter that goes around the HD.The Help Desk (HD) consists of 5 "anaylysts", all of which have their own distinct HD personalities. We have the disgruntled one, the fed up one, the stressed out one, the newbie, and then there's me, the happy one. We all have our own cubicles but we don't have the normal 4 foot walls all around with a small opening. We have the low walls...about 3 feet tall, leaving us pretty much naked to the world around us. We also don't have the 17" HP flat panel monitors that the entire bank has. We have the old 15" Eizo flat panels. Mice (mouses) with scroll-wheels are not standard and must be taken from those that left the company, along with any other goodies they might've left behind. We're also the only ones who don't have Blackberries although we support them. How do we support them if we don't have them? A lot of guessing, putting users on hold to ask a technician, and trial and error usually do the trick.After successfully touching the lives of so many people in the course of my 9 hour day, I logout of my phone at around 530 and head uptown. That's where I meet up with Amy who gives me a ride back to good ol' Queens. Usually we grab a bite to eat before she drops me off at home where I love to do absolutely nothing. What is one of the first things I do when I get home? Yes, turn on the computer and go online.Chat, dinner, TV, sleep, wash, rinse, and repeat......every single day.So that's the life. Exciting? I wouldn't say that. Monotonous? Not quite. Am I complaining? Not at all! How many people can honestly say that they touch peoples' lives every single day?=)
posted by pierre 1:50 PM
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