Re: Help desk
If the guy was trying to fix a problem for an hour and a half, he's not helping himself, the company, or the customer.
"Dedication"? Hardly. Sounds like he was trying to waste as much time as possible. People in that job can take as many as 20 calls in an hour. Taking one call for an hour and a half feels like a lunch break. All the while his team mates are getting hit by more calls than usual.
"Sorry boss, not my fault. Customer kept me on the line....."