Hi, at the place where I work, there are around 200 computers and we have two on-site technicians.  Every year after Christmas, the computers would be re-installed and the logins would be updated.  Then they wound tell the management how much work they’ve put in and what a good job they’ve done.  However, every year, the same story, we won’t be able to work on computers because there has always be something wrong.  (A lot of things – most of the time).  For example – this year,

• No anti-virus program installed
• 90% of logins are not working in the first week, still 10% not working after 5 weeks
• Essential programs are missing – still missing after 6 weeks
• Software Product Key are not entered – still on trial mode after 6 weeks.
• Email server down for 1 day since start of the year (5+ days last year)
• Printer drivers not installed
• Users cannot see their network drives
• Users files been randomly rolled back, happened in previous years and tech support blame the user for not keep their password safe (which is not true).
• $30,000 Firewall we brought last year – they tried to set it up Nov last year and blocked EVERYTHING. So they had to shut it down and it has been doing nothing ever since.
• And lots more…

When the users call them about something not working, quite regularly they would refuse to attend to the problem because they are “doing setting on the servers” or “setup the laptops”.  The users are getting no help. 

I’ve got computer science background so I could tell they are lying to other people all the time and I really had enough (worked here for 5 years).  So I list down all the faults and gave it to the management.  Tech Support asked me to be there at meeting to discuss about my report.  We had this kind of meeting before but not as formal.  They re-direct the topic to personal attack (we are targeting them), lack of resources (more technicians/money), or need to keep positive (!@#$!@).

I couldn’t find much information about the law or the responsibilities for tech support that they shouldn’t be lying, Incompetent or lazy.  Has someone got any points that I can make in the meeting on Friday?