unicom helpers

Discussion in 'AGC, RAPTC and SASC' started by carlos69, Jan 23, 2008.

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  1. It's a long un sorry guys

    Hello all,
    I am by no means an expect on UNICOM, but I get by and on the odd occasion when I need some help I call the UNICOM Helpdesk at Worthy Down. My understanding of the helpdesk service is to help/advise users who are either having difficulties with the software and or the understanding of the application regardless of rank. Within my Brigade we have deployed using UNICOM OOB’s and it was hugely successful, I am not going to mention names but this was down to a member of the UNICOM Helpdesk who can never do enough for the user and speaks as though he has been on the Ferry across the Mersey a few times enough said, therefore I trust the helpdesk and expect the quality of service to continue.

    There are two individuals who make up the Helpdesk, one of them mentioned above (who I cannot fault in anyway shape or form) and the other one who is the subject of this post. Now correct me if I am wrong but aren’t they (Helpdesk) supposed to be Subject Matter Experts (SME)? I will touch on this soon. Also are they not supposed to have good management and personal skills?

    I recently needed to raise a call for advice and hopefully a resolution to my problem, now before I go on this is just the tip of the iceberg and basically was the hair that broke the camels back. I rang the SPOC and was advised that an incident would be raised and passed onto a specialist and that they would get back in touch as soon as possible. Now I understand that everyone is busy but I received a phone call the next day, which left me and my unit in limbo. When I eventually got a call I was told rather rudely that this was not a problem for the specialist and call the SCOC helpdesk. My problem was UNICOM related so I didn’t see why I had to go through SCOC. I rang SCOC and they said why I am phoning them, I apologised and explained there has obviously been a misunderstanding.

    I called the SPOC number once again and quoted my original incident number, they said that a new incident would need to be raised and would be sent to a specialist. I again waited and waited and eventually got a call back from the same person, AGAIN he was RUDE but gave a solution well at least I thought he did. I tried the solution which was totally incorrect and didn’t relate to my problem at all. At this stage I am getting frustrated so I once again rang, got through SPOC had incident raised and waited for a call, this was on a Friday and I was away on the Monday so on the Tuesday morning I phoned again and they said that my incident had been closed at the UNITS REQUEST? This time I managed to get through to the proper SME (Mersey bloke) on the Tuesday who said that the incident had been closed by the other specialist? I stated to him that this was not the case, and that this unit had not closed the incident, he apologised (he does not need to apologise for someone else’s actions) and within 5 mins he sorted out the problem I had and correctly closed the incident down.

    What is the point of having someone as a point of contact for an application that he obviously has no idea how it works. His is totally unprofessional and his attitude is appalling. I have last week sent a letter of complaint through to HQ LAND about this individual, with the full support of my brigade.

    My question is has anyone else had a problem with the Helpdesk in relation to this individual, if so then please reply to post. He is there to provide a service, which I don’t believe he will ever achieve, this is very poor.

    Thanks for listening

    Copied from blogs (original entry) - post comments here.
  2. Totally agree i think i know who you are talking about and i have had the same experiance.

  3. spinless B*ST*RDS
    whats the matter cant you say things to peoples faces hiding on a forum
    if you have a problem cant you use the chain like you F*C**** meant to
    show your faces
    be men not mice
  5. O2 Tag applicant.

    It was taken from a blog you nutter. Either you're a well timed wah or someone with little idea of how arrse works. Or, perhaps you're the SME not from Liverpool?
  6. oldbaldy

    oldbaldy LE Moderator Good Egg (charities)
    1. Battlefield Tours

    Carlos69 said
  7. IM not SME at all i work as a civi not for the miltary
  8. why post a blog on a forum why put it on here at all if a OFFICAL letter has gone in
    isnt that F***ING arrse
  9. Doris, thanks for you input, but leave the military things to the military. by the way its I'm not IM you thick git.
  10. oldbaldy

    oldbaldy LE Moderator Good Egg (charities)
    1. Battlefield Tours

    I think Doris needs to sit in a dark padded room.
  11. ok I'M NOT MILITARY hey F*ck nut i can get involved in anything i fancy Freedom of speech and all that
  12. the padded room is quite comfortable thank you

  13. Bold 1: No, we gathered that quite early on in the conversation.

    Bold 2: No sh1t Sherlock...
  14. oldbaldy

    oldbaldy LE Moderator Good Egg (charities)
    1. Battlefield Tours

    & you just happened upon arrse?
  15. awwww bless miltary writting its so good .......
    use it all the time in civi street