Its also called "The CSC Way"
Hahaha you guys are sh*t. Most frustrating phonecall I ever had was with some dopey woman of yours who didnt know what a registry was.
i left there after my 6 month contract was out. Horrible place to work. They actually give team leaders AD access, but dont teach them how to do anything with it. Their 2nd line have a couple of folks who know what they are doing, but most are internally promoted bootlickers who can read crib sheets. The BAe desk is quite possibly the least clued up helpdesk ive ever had the misfortune to work on. The BAe desk will employ anyone at all, the only rule is that they must be able to read the knowledgebase. I was shouted down because I suggested using the MMC to defrag a laptop, according to the 2nd line team leader we shouldnt use it because we might accedentally attempt to defrag a server. Two distinct problems with that that I pointed out, the logical disk manager doesnt connect to another PC unless you actually force it to, and they hadnt given us permissions on the servers anyway, so we couldnt do it. For pointing this out i was threatened with an official warning. I had in effect pointed out that the people giving out technical advice were slightly less clued up than the average GCSE Student.
At the moment i work for a firm that does 3rd party support for a few large companies. We are effectively 1st, 2nd and 3rd line all rolled into one. Much more interesting to actually fix the problems. Im leaving there next friday to work for Geek Squad, thatll last me about 12 months, and put enough cash in my pocket to actually get the exams I want to do under my belt. CCNA still becons, and it shouldnt take much work for me to polish it off, and im considering studying up for a Linux cert or an MCSE. MCSE will be far easier, but the Linux cert does open a few extra doors.