We had a ticket that escalated to a P1 because a key worker kept having trouble with MFA.
I took the escalation and went through the login process. They had configured phone call mfs which the robot would say “press # to confirm your access”.
The spread in knowledge between clients, and what we could actually accomplish with them was enormous. We had one client whose NT4.0 died completely during installation of a modem driver (wtf btw. But nowadays your antivirus company remotely kills your os).
We actually went along and helped him reinstall NT incl. everything network over the phone, and it went well. (Took a few hours tho, installation from 3.5" disks was never the fastest thing)
And then you had clients where making them focus enough on the action on the screen was nearly impossible, making the easiest things a 30 minute call.
We had a ticket that escalated to a P1 because a key worker kept having trouble with MFA.
I took the escalation and went through the login process. They had configured phone call mfs which the robot would say “press # to confirm your access”.
They were pressing # on their computer keyboard.
<Picard facepalm>
The spread in knowledge between clients, and what we could actually accomplish with them was enormous. We had one client whose NT4.0 died completely during installation of a modem driver (wtf btw. But nowadays your antivirus company remotely kills your os).
We actually went along and helped him reinstall NT incl. everything network over the phone, and it went well. (Took a few hours tho, installation from 3.5" disks was never the fastest thing)
And then you had clients where making them focus enough on the action on the screen was nearly impossible, making the easiest things a 30 minute call.