I used to run a Help Desk for a large corporation that will remain nameless...
We were a large organization, about 4500 employess in 50+ locations. One day, one of my better L1 techs threww a wad of paper at me (our standard signalling method, since I was in the corner of the large room where my staff was working on the help desk calls) and signalled me to monitor the call she was on. Thinking that she had a really difficult issue ( I was L3 support as well), I monitored the call. Good thing was that in monitor mode I could hear them, but my mic was automatically muted - I don't think I could have shown the same level of control as she did.
As soon as I was monitoring, she asked the user to please repeat his user information for our database. The user was a senior manager in one of our major branch locations. His salary was likely larger than the entire budget for my department.
She asked him to please repeat his description of the problem.
Him: "You tech guys are really pissing me off! I just got the upgrade for the ***** program (our primary program for access to the mainframe), and now I have to get every machine in the office replaced!"
Tech: "I'm sorry sir, but why is that?"
Him: "You sent me the program on 5 floppy disks!"
Tech "Yes sir, that's the way the upgrade comes."
Him: "My computers only have one floppy drive each! Now I have to go and find new computers with 5 floppy drives each!"
At this point I lost track of her explanation of the "load disk 1 of 5 first..." process, as I was laughing too hard to listen, but after about 30 seconds, she finished the call, and spent the next 5 minutes with her head under her desk trying to keep from hyperventilating from laughing so hard.
TGC
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