I was tier one help desk, overnight, in a children’s hospital.
I had a doctor call me, who expressly made it clear he didn’t want a run around, while manually palpating a child’s heart to keep it in rhythm and thus, the child alive.
I told him there are back ups upon back ups that can be implemented, and I am happy to talk about his computer problem when the patient is SAFE. Not a little, “we got this,” safe, but SAFE.
Tier one help desk, overnight, no support, and I had to tell a person who turned out to be a board member that he could go fuck himself on his computer problem until the child patient was safe.
My first job was customer service, and I’ve been in IT for a dozen years. Its still customer service. You just have to realize who the customer is - in the case of a children’s hospital, it is always the child.
I’m not clinical, but I worked in medical IT off and on.
The shit I would hear from clinical staff.
Had a senior surgeon call me because his application was frozen. Cool, cool, lets get that going - wait - you’re what - palpating a child’s heart to keep it beating in rhythm? There are back ups upon back ups for anything IT related in that scenario. Don’t call your overnight helpdesk with that shit, have your nurse write it down on paper. Fuck.
Most traumatic IT call I’ve ever had. Didn’t even care to solve his IT issue, just focused on patient care. My 20 something ass with a few years behind the desk told him to focus on the patient’s LIFE first and foremost, we can talk later.
Always great for an interview question though - how do you respond under stress? Well, lol…