"I don't get why you need to make such a big deal about stolen devices" Tech Support |
- "I don't get why you need to make such a big deal about stolen devices"
- Maybe you should've asked me first, instead of getting expensive consultants to take a look?
- Computation via gravitation
| "I don't get why you need to make such a big deal about stolen devices" Posted: 02 Dec 2021 07:54 PM PST I always thought that people making 6-7 figures of salary and with corporate card limits higher than my salary would have some sort of sense of the seriousness of protecting your company assets and data... not go several days without reporting a stolen laptop, but alas, my conversation today. For context, I work as helpdesk for a multi-billion dollar Canadian Retailer who's high-profile users are very much in the public eye and have been targeted before for phishing and data theft. Cast: Me - Me, CC - Clueless C-Suite user. *Que call on the VIP line from an external number without caller ID. Red flag number 1. (Anyone on the VIP line should be coming through from either their extension or corporate cell with their name, already verified with employee number) Me: Thanks for calling service desk, my name is Me, can we start with your name please? CC: I think I'm locked out of my account, unlock me. I have a meeting to join. Me: We can take a look, I'll need your name first though. CC: It's Clueless C-Suite user. Me: lets check why you can't get in, one moment. *Their account has been blocked by network security team, after dozens of failed logon attempts to the network.* Me: Alright, your account was disabled by the security team, I'll need to confirm some information before we do anything with this. You'll need to verify your Employee number, the person you report to and the address of the building that you work out of. CC: My employee ID is *incorrect number*, I work from "head office" and I don't report to anyone I'm the *high profile c-suite position.* Me: Alright so you do have a listed manager even if you don't communicate with them every day. Please confirm their name. Also the employee number you provided is incorrect. CC: Why am I locked out this is costing the company millions of dollars! (it's probably not but ok) Me: There's been suspicious activity on your account. Have you clicked any emails asking for your password in the last few weeks or let anyone access your hardware? Even if it was locked or powered off? CC: I don't click emails, you make me do enough training on that. Me: Ok how about if anyone has had access to your laptop or corporate cellphone. Even just for a few minutes. CC: Well it was stolen from my car... I'm not sure where it is now. Me: ....I'm sorry, your laptop was stolen? When did this happen? Last night? We'll need a police report immediately. CC: No it was a few days ago. My bag with my corporate cell and laptop was taken from my car when I was parked at local mall. I asked my assistant to order me a replacement but I haven't received it. Me: These sorts of things need to be reported to us or security immediately. Whoever stole your devices would have unrestricted access to any incoming phone calls and could get into your laptop without much difficulty. I'm going to begin the process to wipe those devices and alert the security team. Please provide as much information as to the time and location of the theft, where was your car parked at the mall, etc. CC: This is why I didn't report this in the first place. You make such a big deal of this for no reason. Just get me back into my accounts so I can join my meeting. Me: Unfortunately that can't be done until the network team can perform a risk assessment on your account and get the proper monitoring configured. What sort of information do you keep on your laptop and phone, is there anything confidential or that could harm the company if released to the public? CC: I'm working on an acquisition of a competitor with the legal team, there's probably some documents regarding that that shouldn't get out. When do I get my new computer? Me: The new devices aren't the issue here, I've paged out the network security team. Once they complete the assessment and receive confirmation that the devices have been wiped, they'll call you and provide you new credentials for your account. I suggest that you reach out to HR so they can forward your employment letter so that you can correctly verify your information. CC: So you can't tell me the information I'll need? Me: It'll likely be a combination of your employee number which is on your benefits card, as well as your manager listed on teams and your office address. CC: What's my employee number? Me: You're not verified so I cannot provide that. CC: So you're not going to help me at all? Me: My job is to help protect the company systems and assets, lost devices are serious and the process is strict. If I unlock your account or give you the info you need to verify I'll be fired immediately. CC hangs up on me, I go about my morning but keep an eye on this ticket because I'm nosey. User calls back twice from what I can tell and fails verification both times, both times requesting that we just reset their account for this meeting they need to join. I swear I'm going to be grey by the time I'm 30 at this rate. [link] [comments] |
| Maybe you should've asked me first, instead of getting expensive consultants to take a look? Posted: 03 Dec 2021 02:38 AM PST I provide tech support as part of my consulting gigs, and I regularly write python scripts too. One of the scripts queries a bunch of SQL Server tables via the use of a configuration table. It was querying all of the tables except one - the one they needed, and no one could figure out why. The table was there, it had data, but the script would return a "not found" error. They hired another consultant to take a look at the problem and they couldn't figure it out after 5 days. Eventually, they did ask me, and after 5 minutes the problem was simple - they spelt the table name wrong. Honestly people, take a step back and look at the basics, more often than not you're being stupid and the system is fine. [link] [comments] |
| Posted: 03 Dec 2021 05:16 AM PST I originally made this as a comment on another TFTS post, but someone said it should be its own post. Back in my early days of tech support, CRT monitors were very much the norm. One user called in and told me his "mouse was stuck" - the cursor on his monitor was no longer moving. While trying to get more information from him, I kept hearing him grunt with effort followed by a loud THUMP in the background. After the third such instance during the call, I finally asked what was going on. "Oh, oof, I'm trying to see if I can shake loose the mouse on my screen. THUD" He was picking up his monitor off his desk and dropping it down in an attempt to "loosen" it. I quickly told him to stop before he hurt himself. [link] [comments] |
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