Questions that should have gone to the Help Desk here at [agency name redacted] sometimes come to me. Yesterday a woman called with a request to change her password. She didn't remember the old password, nor could she remember the name of her favorite TV show, which was the security question she chose to allow the system to reset the password without human intervention.
I referred her to the Help Desk. In retrospect, what I should have done was offer to help her.
"What night is it on?"
"Who's in it?"
"What channel is it on?"
Seen how long it would take her to decide it would be easier to call the Help Desk in the first place, like she was supposed to.
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