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Elena's Emotional Journey: University IT helpdesk (HD) is required to…

- - - - 09.53 - 09.59 Receives call from HD agent.
        
        10.20 Heard nothing back form agent. Should she should call again?
        
        10.55 Decides to try contacting HD through replying to automated email (sent an hour ago).
        
        11.15 HD gets back to Elena.
        
        12.00 Elena contacts friend and gets her to send through course notes and quotes required for assignment.
        
        15.50 HD agent calls Elena to say that problem is not yet resolved. Suggests temporary fix.
        
        4 more items...
        
        :face_with_rolling_eyes: Disappointed. This isn't as good as getting direct access to the course content but it's better than missing the deadline.
        
        :slightly_smiling_face: Informed. He was sympathetic and friendly, but how long will this go on?
        
        :desktop_computer: Two HD agents and the IT assistant are all trying to find out why this problem is affecting this one student.
        
        :male-office-worker: HD gets back to Elena. Problem isn't resolved, but they are working on it.
        
        :tired_face: Slightly irritated. Was this the right thing to do? The email didn't say 'no reply'., but maybe it isn't monitored? I don't want to wait any longer.
        
        :worried: Getting increasingly worried. Half an hour to them is a small part of their day, but it is precious assignment time wasted.
        
        :male-office-worker: Trying to find out why Elena can't access this module. No obvious reasons.
        
        :relaxed: Encouraged and assured. Friendly person. Reassuring and took problem seriously.
        
        :male-office-worker: HD agent calls Elena. Takes details of the issue. Issues task number. Informs Elena that they will investigate and get back to her.
        
        :desktop_computer: System automatically sends Elena an email confirming task number and explaining procedure.
      - :desktop_computer: Back-Office (B/O) process begins. Recorded messages are prioritised by IT assistant.
      - :angry: Annoyed, wanted to speck to a real person.