One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
And the worst part is? My job description doesn’t even include phone support. I am just the guy who is handy with computers!
(I do get compensation for it, don’t you worry)
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.
One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
Been there done that
And the worst part is? My job description doesn’t even include phone support. I am just the guy who is handy with computers! (I do get compensation for it, don’t you worry)
I work at an MSP and I have calls like this twice a month. I hate it
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.