The phone called and I was busy sorting the Switch bag and cases that had just arrived so I requested for Liam to answer the call, he replied with "I can't at the moment I'm currently pasting an asset into the HAD." which I guess is fine even though we always answer calls while asseting, so I picked the phone up and it was a call from Wendy.

Wendy asked for Katy Wilson the Councillor to be able to phone overseas as there was a parent she needed to contact and the school phone was saying access denied, so I explained this to Liam who was free at the time and he replied I don't think we can change that which I replied we can as Lewis has changed it before on a different ticket.

Tom was on the phone at this point, Liam then asked me to ask Tom instead because he doesn't know how to which was also fine then Tom said could you get the phone number which I then replied with we cannot get it because we cannot get numbers from councillors due to confidentiality as Wendy said, then we got a phone call in the Helpdesk and Tom picked it up.

I then asked Liam if he could take the call due to I felt I was unable to help anymore to what I could as I felt I gathered all the information I could, he replied with no as I won't know what to do, then Gordon came into the room and spoke to Liam making Liam busy, so I went back to Wendy and asked how urgent is this and she replied with it's kind of really urgent due to she is trying to phone her now so I said no one is free currently so if we just wait a second hopefully someone could help.

Tom then got off the phone from Facilities and proceeded to walk towards the cupboard which I asked Tom please can you help with this I don't know what to say or do and he replied with I can't I'm busy, then I kind of just stood up away from the phone and put the phone on the desk in a childish way I agree but I was getting annoyed due to the lack of help we receive because they don't want to take the call of us.

Tom then took the phone off the desk and took it off hold to speak toWendy, he gathered a bit more information and gave her a workaround I didn't know off but wasn't really practical due to it being in an open room accessible to all staff. Tom then proceeded to tell me I shouldn't panic like that and Liam said I know teachers say it's urgent but it is never urgent which I disagree with because he knew it was a councillor and she could have been trying to get hold of the parent for urgent reasons. Then Tom started speaking to me like a Child saying I know you were on the phone but we are all currently busy, can you just make a ticket in Katy's name and we'll sort it out later. Then walked away and patted my back.

I felt this call was way more urgent than they thought it was due to it being a councillor trying to get hold of a parent overseas and we had no context about what it was about so it could have been anything.

Also at the start of this Liam was not busy he was just asseting an Apple TV, which we're also expected to answer the calls while asseting and doing other stuff, I was calm the whole way through the call until I felt I was not receiving any help while they were free as well as the whole middle man situation was entirely annoying.

Wendy could understand the situation down the phone as the technicians were not helping at all.
I really did not want to carry on working as this situation gave the whole office a bad vibe and I really disliked Tom at the point due to the way he was speaking to me.

I apologised to Wendy about the bad customer service after this situation occurred but chilled down.