Being that I came form IT... I feel I have a right to be very disappointed with this department. Because other then getting an immediate auto responce in my email that they received the ticket, I have to wait almost two weeks and sometime longer to have someone either:
1) Call me back and say, "So what's the problem?"
2) Close out the ticket claiming, "We are waiting on a vendor. Issue closed." And then they claim I have to create a new ticket when they get done waiting on the vendor.
3) Assign the ticket to someone they feel is more comprehensive in the IT department, to only have it either reassigned to the original person two more weeks down the road or sent to yet another person. By the time all this is done, they have proven incompetence of 2-4 IT folks in resolving an issue I could fix in 2-5 minutes if I could just have admin rights.
Like I stated before, I wish there was some way to get approval for these admin rights, so those of us certified or even knowledgeable, could be of use to ourselves and the company instead of waiting. I think if they instilled a 100% pay per ticket within the first 1-2 hours of responce time and then -10% for every following hour of down time caused by lack of responce, we would get a lot more enthusiasm out of this lame duck IT department. Also they should not be able to close the ticket without the end user satisfied that the problem was rectified or at least taken as far as possible.
