1) You completely misunderstand our relationship
For some reason, when you call the IT department, you seem to believe that you're some sort of 19th century Land Baron and we're the the stable boys who have improperly groomed your horse.
In reality, you're calling a team of professionals to request a service. A team of professionals who are probably better qualified than you are...and are the only people who can pull your ass out of the fire. Remember that.
2) You think you're the only user we have to deal with.
Every time I pick up the phone on the helpdesk I get berated for how long it took you to get through or how you've left multiple messages earlier that morning that weren't returned. This, obviously, is because I spend my day playing World of Warcraft with the phone off the hook.
Only it isn't. It's because from the instant I turn my phone on in the morning to the second I log out at night the bastard never stops ringing. You get the answerphone because I'm taking a call. I don't respond to your message because I literally don't have time to listen to it because in the time it takes me to access the voicemail...the bastard's ringing again.
...and yeah, I understand you can't do your job...but neither can the hundred or so people in the queue ahead of you.
3) We are not the ones who broke your computer.
This is something you really need to understand. Just because your laptop won't power up this morning does not mean I personally broke into your house in the middle of the night and broke it. It is not my fault that you lost your data or the presentation you worked all night on.
4) You never accept responsibility.
So you didn't back up your data once a week like we told you to. You circumvented the protection we put on the laptop to visit those dodgy music sites you like. You turned off the virus protection because it 'made everything run slow' and you thought it was a really good idea to balance your coffee on top of the lid when you were carrying it to your car.
Now your laptop's a smoking crater. Guess who's fault that is (Hint: not mine)
5) You think we can read minds.
So the 'thing' that used to be on the 'thing' has moved over to the other 'thing' and now the 'thing' won't work.
Awesome: Click on the thing to fix it it.
6) You expect miracles and get pissed when we can't deliver.
This is a true story: On my second day on the helpdesk a guy called who'd dropped his laptop, smashed the screen and then got pissed as hell and threatened to 'have my job' because I couldn't fix it over the phone.
Dude, we sort of work like OnStar: Unlocking your vehicle when you lose your keys is no problem. There's not much I can do when your wheels fall off.
For some reason, when you call the IT department, you seem to believe that you're some sort of 19th century Land Baron and we're the the stable boys who have improperly groomed your horse.
In reality, you're calling a team of professionals to request a service. A team of professionals who are probably better qualified than you are...and are the only people who can pull your ass out of the fire. Remember that.
2) You think you're the only user we have to deal with.
Every time I pick up the phone on the helpdesk I get berated for how long it took you to get through or how you've left multiple messages earlier that morning that weren't returned. This, obviously, is because I spend my day playing World of Warcraft with the phone off the hook.
Only it isn't. It's because from the instant I turn my phone on in the morning to the second I log out at night the bastard never stops ringing. You get the answerphone because I'm taking a call. I don't respond to your message because I literally don't have time to listen to it because in the time it takes me to access the voicemail...the bastard's ringing again.
...and yeah, I understand you can't do your job...but neither can the hundred or so people in the queue ahead of you.
3) We are not the ones who broke your computer.
This is something you really need to understand. Just because your laptop won't power up this morning does not mean I personally broke into your house in the middle of the night and broke it. It is not my fault that you lost your data or the presentation you worked all night on.
4) You never accept responsibility.
So you didn't back up your data once a week like we told you to. You circumvented the protection we put on the laptop to visit those dodgy music sites you like. You turned off the virus protection because it 'made everything run slow' and you thought it was a really good idea to balance your coffee on top of the lid when you were carrying it to your car.
Now your laptop's a smoking crater. Guess who's fault that is (Hint: not mine)
5) You think we can read minds.
So the 'thing' that used to be on the 'thing' has moved over to the other 'thing' and now the 'thing' won't work.
Awesome: Click on the thing to fix it it.
6) You expect miracles and get pissed when we can't deliver.
This is a true story: On my second day on the helpdesk a guy called who'd dropped his laptop, smashed the screen and then got pissed as hell and threatened to 'have my job' because I couldn't fix it over the phone.
Dude, we sort of work like OnStar: Unlocking your vehicle when you lose your keys is no problem. There's not much I can do when your wheels fall off.
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