Software developer complies with management's demand to stop helping users with system issues, leading to a lack of help desk: ‘That did not go well for the users’

How many times have you called customer support or a help desk, only to realize they can provide you with no help whatsoever? If you ask us, we think most of these calls end with us getting absolutely no help from the other side of the line. It seems like companies have a hard time sitting the right people behind the help desk, and end up giving the job to people who have no idea how to provide the service they were hired to do.

The software developer in the story below decided to do something about it. They realized that they could help users with issues that the help desk was, well, helpless with. So when calls came in, they were directed to this developer, who was more than happy to set aside time to help out.

The company, however, was not pleased with this change of responsibilities and demanded that he developer stop with this side job. It wasn't long before they realised that users no longer got the help they needed, and took that demand back.

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