GeekDrew
Diamond Member
- Jun 7, 2000
- 9,099
- 19
- 81
As much as I would love to agree, I can't. There are a lot of boneheads that fall under "IT". Much like script kiddies and would-be hackers, which feel they must prove the length of their e-tallywhacker, a lot of people that are in IT are condescending just because they feel they can get away with it, and they feel like they know more than everyone else. They are the stupid ones who give IT an exceedingly bad name -- though we do deserve it once in a while.
As SViper mentioned above, I think that IT is generally considered to be in the same class as HR and Accounting... which kinda makes me laugh. I'm an IT guy, working in a non-IT department. Aside from me, everyone else in my office despises or routinely picks on IT/DP, HR, and Auditing/Accounting. I personally get along with employees in those offices more than I do with employees from any other department. It's sorta like there is a mutual respect there, where that is completely absent from most other departments.
/me trims the post, again, and stops.
Originally posted by: ultimatebob
Actually, that's part of the problem. Some customers treat IT like low life server monkeys, and then get surprised when we don't kiss their asses in return. I've been doing 2nd and 3rd level tech support for over 7 years now, and I still get the occasional customer who treats me like I was some phone tech support guy working for Dell in Bangalore. Guess what... people like that end up getting their support tickets sent to the bottom of the queue. I'll get those requests done about five minutes before your support contract absolutely REQUIRES me to finish it, and not a moment sooner.
The customers who were nice enough to send me Christmas cards this year go right to the top, as do the ones who buy me drinks at the bar or send me thank you gifts in the mail. Keep THAT in mind the next time you need a favor from IT!
Ignore Rich. He's a dumbass.
The thing about IT is there are tons of levels....you've got help desk people all the way up to people managing the network infrastructure of a global business. From system connectivity to telecommunications. Then you have other types - database administration, developers and software people. They all kinda fall under the IT category.
So IT guys, give us a few things that would ease the relationship a bit for those of us that are on the other side. Yah, I know what you are going to say, "Stop doing stupid things and use your brain...etc...etc" but really, what would you like to see the other side do to make things a little less annoying. There are really, really stupid people, whom we are all amazed can find their shoes in the morning let alone use a computer and there is nothing we will be able to do with them. I think the rest of us when talking to an IT guy are often so worried about being spoken down to or worried about doing something wrong as you guide us through something, that we go into robot mode and say stuff like "so you want me to click OK now!"
It sounds like neither side fully understands the other and probably would benefit with more general interaction that is NOT tied to a stressful problem already.
It sounds like neither side fully understands the other and probably would benefit with more general interaction that is NOT tied to a stressful problem already.
Originally posted by: ultimatebob
Actually, that's part of the problem. Some customers treat IT like low life server monkeys, and then get surprised when we don't kiss their asses in return. I've been doing 2nd and 3rd level tech support for over 7 years now, and I still get the occasional customer who treats me like I was some phone tech support guy working for Dell in Bangalore. Guess what... people like that end up getting their support tickets sent to the bottom of the queue. I'll get those requests done about five minutes before your support contract absolutely REQUIRES me to finish it, and not a moment sooner.
The customers who were nice enough to send me Christmas cards this year go right to the top, as do the ones who buy me drinks at the bar or send me thank you gifts in the mail. Keep THAT in mind the next time you need a favor from IT!
Oh no....you won't fix my computer? Oh man.....OH MAN.....OHHHHH MAAANNNN.....
IT MASTER PLEASE HAVE PITY ON ME AND MY PC.....HAVE MERCY!
Many of us here are obviously ITs. My approach is different. If they think they are right, I let them try it and of course they fail and then I take over and help them out. Sure it takes more time but they're nicer to me afterwards. I don't say anything in the process except after they fail, I just say "Let me give it a shot". I guess the key is to be humble.
Originally posted by: ultimatebob
Actually, that's part of the problem. Some customers treat IT like low life server monkeys, and then get surprised when we don't kiss their asses in return. I've been doing 2nd and 3rd level tech support for over 7 years now, and I still get the occasional customer who treats me like I was some phone tech support guy working for Dell in Bangalore. Guess what... people like that end up getting their support tickets sent to the bottom of the queue. I'll get those requests done about five minutes before your support contract absolutely REQUIRES me to finish it, and not a moment sooner.
The customers who were nice enough to send me Christmas cards this year go right to the top, as do the ones who buy me drinks at the bar or send me thank you gifts in the mail. Keep THAT in mind the next time you need a favor from IT!
:thumbsup: I agree with this. I'm nice to all my users, but some people are just assholes to me and treat me like crap regardless of what I do. There's nothing you can really do about it, some people are just jerks. Like you said, they get their problems handled last. The majority of the users I deal with I have no problem with, and I have had a decent number that bring me cookies, cakes, gift cards, bottles of booze or just send me thank you cards or thank you emails CC'ing my boss. They always get their tickets handles ASAP of course.
I usually deal with users similarly. Luckily at work we use remote assistance (more or less Remote Desktop), so I can have them try whatever they are trying to do and I can be surfing the web or not paying attention. Which saves me a lot of frustration since I don't have to act interested or at the least not POed. But yes, it is much better to let them fall on their face then just move on. They know they're wrong at this point, so no need to rub it in, as that would be condescending.
because they spent high school/college with their heads crammed in books memorizing info they'll never need and hanging out on irc instead of developing social skills?
her209
No Lifer
- Oct 11, 2000
- 56,336
- 11
- 0
The worst group is the Software Development/Engineering group. They complain about not being able to install programs on their computers and have no regard for IT policies and procedures. Don't even get me started when they try to tell you how to run your network.
Okay but as someone who does custom app development myself, some IT policies are stupid - even though I understand why they are in place. But there needs to be exceptions for some.
Sometimes I have to wait for things to go through the testing and integration lab which should just be approved on the spot. Corporate red tape can be annoying. But since we deal with a lot of personal private customer financial information, we have some pretty strict controls. It's just annoying sometimes when you have a solution to a problem which affects an entire subsidiary and you can't implement it right away.
ArmchairAthlete
Diamond Member
- Dec 3, 2002
- 3,763
- 0
- 0
Would drive me nuts if the shop I worked in as a software developer didn't trust me enough to let me install what I wanted.
If you can't trust your engineers and let them do their thing, let them get what they need to work, your company is in trouble IMO.
MmmSkyscraper
Diamond Member
- Jul 6, 2004
- 9,472
- 1
- 76
Off the top of my head:
1) Give advance warning of hardware/software/network requirements whenever possible.
2) If you know you did something wrong or very bad, just tell us straight away, it saves a lot of pain.
3) If you have no idea what you're doing or why you're doing it, ask for help or advice first. Clicking random stuff and crossing your fingers is dangerous.
4) Use the correct terminology if you can.
5) Read the screen, don't ignore it. This includes dialog boxes, title bars etc. They tell you and us what's going on and where you are in the software. This helps a lot.
6) Think about the steps you took before the problem occurred, we can then try to reproduce the problem from that.
7) Write down error messages or take screenshots of anything you think is important.
8) Too much detail is better than not enough or none.
9) If you know you have a time-critical process to run that day, don't leave it to the last minute because it *will* fuck up on you then we're both screwed.
10) If you have a complex problem, put it into words via email first. Give us a little time to digest that first then follow up with a call.
my dad works for boeing and is great with computers (even though I have to help him out some now with linux) and the only problems with IT he has is that they won't let him install opera on his laptop, they won't let him repair the laptop himself, don't let him use open office and don't let him install add on cards.
Having to fix computer problems for my whole family and help people at school (my teachers found out that I was good with computers) I can see how IT people can seem condescending. I get a lot of people wondering why the mouse they have that isn't plugged in doesn't work. People asking where the start button was or how to open word. Why the computer froze when they installed some free crap off the internet. Why they are typing in all caps.
Having to fix computer problems for my whole family and help people at school (my teachers found out that I was good with computers) I can see how IT people can seem condescending. I get a lot of people wondering why the mouse they have that isn't plugged in doesn't work. People asking where the start button was or how to open word. Why the computer froze when they installed some free crap off the internet. Why they are typing in all caps.
her209
No Lifer
- Oct 11, 2000
- 56,336
- 11
- 0
There are many reasons to restrict users in general from having the ability to install software on their computers:
1. Security. I don't care how "good" you claim to be with computers, no one needs administrative rights all the time. This is a huge security no-no.
2. Software Licenses. They'll install anything and everything that they think they'll need without any regard for proper licensing. Guess who takes the fall when a license audit is conducted?
3. Software Control. Not only would it be a nightmare to manage, should a user decide to install the latest software, other users cannot view work saved in the new version.
4. Proper Testing. Its not your job to install software and updates. Should the install affect system stability or performance, guess who has to come fix the problem?
and on and on.
I think it's because there are a ton of dumbasses out there that are too stubborn and think that computers are some kind of alien machine sent from Alpha Centauri. If you don't know how to minimize, close a program, shut down, create a shortcut, etc. even though you HAVE a computer in your home, you are obviously creating your own psychological block that you can't use computers. Noone is that dumb except by genetic defect, and that's not their fault.
If a person can at least do basic tasks, I would be willing to help them more. (BTW, I'm not in IT Support or anything, but I do help people with computers.)
If a person can at least do basic tasks, I would be willing to help them more. (BTW, I'm not in IT Support or anything, but I do help people with computers.)
RichUK
Lifer
- Feb 14, 2005
- 10,341
- 678
- 126
Originally posted by: OdiN
Originally posted by: ultimatebob
Actually, that's part of the problem. Some customers treat IT like low life server monkeys, and then get surprised when we don't kiss their asses in return. I've been doing 2nd and 3rd level tech support for over 7 years now, and I still get the occasional customer who treats me like I was some phone tech support guy working for Dell in Bangalore. Guess what... people like that end up getting their support tickets sent to the bottom of the queue. I'll get those requests done about five minutes before your support contract absolutely REQUIRES me to finish it, and not a moment sooner.
The customers who were nice enough to send me Christmas cards this year go right to the top, as do the ones who buy me drinks at the bar or send me thank you gifts in the mail. Keep THAT in mind the next time you need a favor from IT!
Ignore Rich. He's a dumbass.
The thing about IT is there are tons of levels....you've got help desk people all the way up to people managing the network infrastructure of a global business. From system connectivity to telecommunications. Then you have other types - database administration, developers and software people. They all kinda fall under the IT category.
As much of a monkey you are, OdiN, you have presented a valid point.
Now take a look at the flip side, and from the point-of-view of the end-user.
It seems a great many people here are content in branding all end-users with the same iron, despite the position held and technical aptitude of the end-user. These people are quite evidently positioned in the lower quartile of their support structure, and therefore deal with the basic faults from the incapable end-users.
By reading a few of the POVs in this thread, you can quite clearly distinguish between the basic helpdesk monkeys, whose responsibility it is to whittle out the basic faults, to the people who work in the higher tiers of their support structure and have the freedom to operate without a script.
I respect people who work in I.T. support, mainly because businesses are solely dependent on computers and their interoperability, and these support guys are what maintain the business-as-usual state of the entire I.T. infrastructure.
My point is, there?s a difference between a basic entry level user and someone who works in management ? although that statement is probably inaccurate for all organisations, as my POV is from a company who actually provide and deliver large scale I.T. solutions, projects, programs, etc, and the majority of the people I work with are quite knowledgeable with the equipment, applications they work with.
Anyway, I?m in a position where I don?t have to wait for a problem to get sorted.
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