Originally posted here. Re-posted with permission from author.
Don’t get me wrong. I like to help folks out – but its the users that don’t really think before they call us that get me. Somewhat on the heels of “10 things your IT guy wants you to know,” I present to you some pet peeves I’ve experienced personally.
11. You get pissed off and hang up on IT because they asked you to “open a ticket” because they were already busy with something and didn’t want to forget what it was you called about.
10. You keep asking IT “when is the server going to be up,” but instead only delaying the server repair by doing this every 5 minutes because you have a report to get out. You’re acting like a pop-up ad. Stop it.
9. You ask IT to train everyone on how to use the calendaring system, but you don’t show up to training because you don’t know how to use the calendaring system; making you by far the worst offender.
8. You can’t find your battery for your laptop and blame IT because they “never gave you one.”
7. You keep submitting tickets to IT asking for “more coffee” or alerting them that “a customer threw up in the lobby.”
6. You submit tickets with information like “Computer not working” or “Internet is broken” with no additional details. Thanks.
5. You complain about how your “monitor doesn’t look right” and how “IT always messes up your computer” after they came in and completely restored your system because you infected your computer with a virus…this occurring AFTER being explicitly told “NOT to open that attachment” in yesterday’s email.
4. You keep figuring out ways of removing administrative privileges from your computer because you “don’t trust anyone.”
3. You complain your “laptop NEVER works right” as you drop it on IT’s desk from a height of 2 feet, when in fact the wireless switch was turned off. By you.
2. You call IT to “do you a favor” and figure out how to work your way around the web filter so you can shop for Victoria’s Secret merchandise during work hours.
1. You call IT for an emergency on Christmas because you can’t get your son’s iPod connected to your wireless network.
My commentary:
The above was written by somebody on Faildesk.net by an IT technician. While it is written quite angrily, and not very friendly to end users. However, end users need to take away a few things from this: you should work WITH your IT support, instead of trying to get them to work FOR you. We’re not servants, we’re co-workers. And just like most of you, we’re experts; just not experts in the same fields you are. With that in mind: I’m going to make a slightly-less-angry commentary on each of the above points.
#11 – We ask you to open a ticket for a couple of reasons. First and foremost, so we don’t forget what we’re working on. The idea that “we work on one thing until it’s done” is simply not possible in our field. Computer move fast, and break just as fast. The only way to tackle one problem at a time is to have one technician FOR EACH MACHINE – period. That means if there are 2,500 computers in your company, you would need an IT staff of 2,500 technicians. That’s just not going to happen. Also, by having a ticketing system, we have an area we can document steps taken so far (to avoid duplicating steps we’d already tried). It also allows us to use your issue, and its resolutions, to solve future issues of the same type.
#10 – Trust me, we KNOW you need your problem solved. You don’t need to keep asking when it will be resolved. If you are asking the helpdesk or technician several times when it will be back up, they have to stop working and answer your call/visit/email, and respond. Sure, that might be two minutes, but if it’s a major system outage, you can be sure you’re not the only one asking. Take a few hundred of these calls, and that can effectively paralyze the resolution. The other alternative? Ignore the requests for updates, and that means there’s a few hundred users out there who complain that “IT is ignoring them”. Don’t be a part of the problem; Report the issue and let us do our job so you can eventually do yours.
#9 – This one’s a little far fetched, but does happen. It’s one of the main reasons I posted Monday’s post about researching your own answers. If we just give people the answers, they rarely learn the answer; they instead learn to rely on asking IT for how to use the computer.
#8 – For some strange reason, IT is blamed for all problems with electronics. I don’t get it. But trust me, we are very unappreciative when users blame us for losing items that were checked out to somebody else. All too often, a laptop will be checked out to a user, who claims they never received a batter/charger/case/mouse when we gave it to them. If that were true, the appropriate time to bring it up is RIGHT AWAY. Before you even walk away from picking it up. Not months later.
#7 – This is a particular annoyance to IT. We are not “The Help Desk”. We are “The IT Helpdesk”. Too many people think we “help” on all issues – period. We’re IT. We’re not electricians, remodelers, suppliers, accountants, HR reps, janitors, or anything else. We are IT professionals – we help with Information Technology concerns – PCs and related equipment. If you’re annoyed that you have to dial yet another phone number to get your issue resolved, you need to remember that it was your fault – YOU called the wrong number, not us. Generally, we’ll try to be helpful and let you know where you need to call, but don’t expect us to do it for you.
#6 – This was addressed with a huge amount of detail on last Monday’s post. In short, when you submit a ticket (either through a web portal, or through email), you need to keep subject concise, relevant, and helpful. They should provide a modicum of information actually relevant to your question, but not so detailed that you can’t get it all in the subject line (details are put in the message body). Also, please be sure that it gives us an idea of what the actual problem is. Subjects of “PC not working” (why isn’t it working? How isn’t it working?) will often get ignored, deleted, or deferred. A subject line of “PC will not power on – power is plugged in” is succinct, helpful, and starts with the fact that you did at least the most rudimentary troubleshooting (if you did more, put it in the message body). See last Monday’s post for way more helpful detail and suggestions.
#5 – This is actually a couple of points. Keep in mind that the idea of “IT always messes up your computer” is more likely the case that we didn’t restore it to exactly the same situation in which we received it. Keep in mind that if we did that, that means we restored it in exactly the same problem-ridden situation in which you gave it to us. We have to return it to a fairly generic state, without all your customizations and pretty desktop and desktop icons arranged in the specific way. We’ll keep what we can, but that’s not always possible.
#5a – The other issue here is when users do what we quite specifically told them NOT to do. I’ve had MANY times where I told a user to stop trying to log in (because her account was continuously being locked out), while I was doing something on the server. If we ask you to not do something, we really do mean it. If you do that action, then you either don’t respect our expertise enough to listen (why are you calling us, then?), or weren’t listening to what we were saying (why are you calling us, then?). If you don’t think what we said is right (we can get it wrong, too!), then either research the issue yourself (see last Monday’s post), or seek out another IT pro to help (like seeking a 2nd opinion from a doctor’s office).
#4 – If you are the type that can’t trust your internal IT support, then don’t try to lock them out. Simply don’t put your private information on your PC. If that means you are so distrustful that you can’t work on your computer at all – then quit your job. Really. That’s company computer hardware, not yours. This is one of the reasons IT departments don’t like giving local admin rights to users.
#3 – This is a case where people blame IT for everything (see #5, above), but people won’t take responsibility for their own actions. They throw their computers around (HUGE NO-NO!!), don’t check for solutions to resolve their own issues, and jump immediately to blaming IT. You must be ready to take responsibility for your own work, your own actions, and the equipment assigned to you.
#2 – Asking for IT to work around policies and safeguards is problematic, at best. You know how that notice says your have no right to privacy? Well, we in IT have even LESS privacy than you. So when we pull back that part of the firewall to let you visit a non-work related site, our bosses know who’s done it. And we risk our jobs to let you risk yours. So don’t ask us to do it. If you’re not sure if it’s against policy, then ask! We’re happy to let you know we can’t fulfill it (though, we won’t like telling you, for the same reason you won’t like to hear the answer). If you feel that the policy should be changed, yelling at IT isn’t the answer. Put a request in through management; it usually takes a very senior-level manager (Think, “C-level”) to change IT policies.
#1 – This is the fastest way to get on an IT pro’s bad side. Think to yourself, would you work for free? Would you come into work on your day off, for no pay, with no warning, and be happy about it? If you would do so, then you are a SUPER RARE PERSON that has an unrealistic view on life. Most doctors don’t like to be called on their home phone by patients asking about this sudden cough they have. Few mechanics will work on your car for free in their own garage. Accountants aren’t likely to work on your taxes at your house at 11:45pm on April 15th, for free.
#1, cont. – For some reason, IT is looked at like we should help everybody with their PC issues. Our society doesn’t look at other professions like this – why do we treat IT like it? We have bills to pay; we have rent to make; we have groceries to buy. We’re not able to pay that in favors. If we do all IT work for free, we have to find another income source, which takes time away from us to work on your issue anyway, and makes it less likely for us to keep up with the latest software/technology.
