MmmSkyscraper
Diamond Member
- Jul 6, 2004
- 9,472
- 1
- 76
MmmSkyscraper
Diamond Member
- Jul 6, 2004
- 9,472
- 1
- 76
Most tech guys I know are very 'normal'.
99% of the users I deal with are dumbfucks who act like deer in headlights when presented with a dialog box, hence why I have a job holding their hand through the scary world of computers.
yep pretty much how it is where I work as well. All the techs are pretty normal people with friends and stuff, some of them don't even really play video/PC games.
I think most techs act the way that act though because when someone calls for help they treat the tech like they are some CSR for thier cell phone company, not a co-worker. After a few calls like that you get jaded.
Like another person said about the pop up blocker poping up and the user saying no there is nothing going on, on the screen. We have to pretty much teach any new techs not to believe the users they are lieing to you. The users may not know it but they ussually are leaving out some important detail. After a few months the new techs relieze this and are able to resolve issues much more easily.
Depends on the environment of the firm.
I work for a software engineering firm, therefore the IT dept usually treats us with respect.
Usually, they are thankful that most of us can figure stuff out for ourselves, which leaves them very little helpdesk problems so that they can concentrate on enterprise issues.
I work for a software engineering firm, therefore the IT dept usually treats us with respect.
Usually, they are thankful that most of us can figure stuff out for ourselves, which leaves them very little helpdesk problems so that they can concentrate on enterprise issues.
RichUK
Lifer
- Feb 14, 2005
- 10,341
- 678
- 126
The I.T. support staff we have in our project office are actually quite friendly, probably because they?re fully aware of their insignificant position at the bottom of the food chain.
They?re good little workers, though. I recently commandeered some new office space within our project office for a few of my complex project coordinators to reside, and the I.T. support guys were very quick in setting up and making operational the management systems we use - which consists of three different terminals on three different secure lans connected via KVM for each desk (6 in total), user logons/passwords, shares, etc.
Some might say their positions are quite significant in the grand scheme of things, but I don?t.
They?re good little workers, though. I recently commandeered some new office space within our project office for a few of my complex project coordinators to reside, and the I.T. support guys were very quick in setting up and making operational the management systems we use - which consists of three different terminals on three different secure lans connected via KVM for each desk (6 in total), user logons/passwords, shares, etc.
Some might say their positions are quite significant in the grand scheme of things, but I don?t.
SViper
Senior member
- Feb 17, 2005
- 828
- 0
- 76
That is a good question. I'll try to answer it from the perspective of being in IT for about 4 years now.
There are 3 departments in every company that hardly anyone likes:
1. HR
2. Accounting
3. IT
The primary reason is because these departments essentially restrict what people can do (can't harass anyone, can't spend money on everything, can't install your games). This situation already breeds bad attitudes.
On top of that, the only time anyone talks to IT is when something is wrong/broken. How would it make you feel in your job field if you only talked to the people who had problems, and were more than likely unhappy because they have a problem? I've never EVER gotten a call/e-mail from someone saying, "I'm just calling you to say what a good job you are doing." I might get a similar comment after I fix their problem, but never before.
About the condescending attitude. For a second, I'd like to compare IT with automobile mechanics. People use computers like they use cars: They use them everyday and because they are complex systems, they have no clue on how they work. A majority of people know when they get in a car and turn their key, it comes on, and they can drive. That's about the extent of their knowledge. When a user turns a computer on, they expect to be able to do whatever they do without any problems (check e-mail, surf the web, etc).
Along that same comparison, lets say something breaks on the car. You go to the auto mechanic, he fixes your problem and he tells you that you actually have to change the oil in your car every 5,000 as preventative maintenance. Of course, the auto mechanic will be a little condescending because he believes that to be common knowledge. Everyone is supposed to know they have to change the oil in their car. Everyone is already supposed to know they can't drive their car like they stole it and expect it to last forever.
The same can be said about IT. When a user brings you their computer to fix it, you of course see they have 40 internet explorer toolbars installed, 1000 viruses, and a million shortcuts on their desktop for free ipods. You as IT believe it to be common knowledge that a user can't expect his computer to operate efficiently if they "drive it like they stole it."
In both cases, people just don't know. People assume they know, but when you tell them they are wrong, they immediately go on the defensive and don't want to hear anything you have to say. That generally happens any time you tell people they are wrong. Now you have an IT professional working with a pissed off customer. Multiply that a few hundred times, and the IT professional will automatically assume the worst when working with a customer, thinking they are all the same (stupid, ignorant, etc.). I bet it is quite similar to how auto mechanics feel, or any other person who repairs complex systems that people use and take for granted everyday.
Anyway, enough rambling on. There is my $.02 about the topic.
There are 3 departments in every company that hardly anyone likes:
1. HR
2. Accounting
3. IT
The primary reason is because these departments essentially restrict what people can do (can't harass anyone, can't spend money on everything, can't install your games). This situation already breeds bad attitudes.
On top of that, the only time anyone talks to IT is when something is wrong/broken. How would it make you feel in your job field if you only talked to the people who had problems, and were more than likely unhappy because they have a problem? I've never EVER gotten a call/e-mail from someone saying, "I'm just calling you to say what a good job you are doing." I might get a similar comment after I fix their problem, but never before.
About the condescending attitude. For a second, I'd like to compare IT with automobile mechanics. People use computers like they use cars: They use them everyday and because they are complex systems, they have no clue on how they work. A majority of people know when they get in a car and turn their key, it comes on, and they can drive. That's about the extent of their knowledge. When a user turns a computer on, they expect to be able to do whatever they do without any problems (check e-mail, surf the web, etc).
Along that same comparison, lets say something breaks on the car. You go to the auto mechanic, he fixes your problem and he tells you that you actually have to change the oil in your car every 5,000 as preventative maintenance. Of course, the auto mechanic will be a little condescending because he believes that to be common knowledge. Everyone is supposed to know they have to change the oil in their car. Everyone is already supposed to know they can't drive their car like they stole it and expect it to last forever.
The same can be said about IT. When a user brings you their computer to fix it, you of course see they have 40 internet explorer toolbars installed, 1000 viruses, and a million shortcuts on their desktop for free ipods. You as IT believe it to be common knowledge that a user can't expect his computer to operate efficiently if they "drive it like they stole it."
In both cases, people just don't know. People assume they know, but when you tell them they are wrong, they immediately go on the defensive and don't want to hear anything you have to say. That generally happens any time you tell people they are wrong. Now you have an IT professional working with a pissed off customer. Multiply that a few hundred times, and the IT professional will automatically assume the worst when working with a customer, thinking they are all the same (stupid, ignorant, etc.). I bet it is quite similar to how auto mechanics feel, or any other person who repairs complex systems that people use and take for granted everyday.
Anyway, enough rambling on. There is my $.02 about the topic.
Nocturnal
Lifer
- Jan 8, 2002
- 18,927
- 0
- 76
Personally, I work in IT and out of all the people who talk down to others, their main problem was that they thought they knew everything. Not the user but the IT person themselves. They have this mindset that I cannot be wrong and that everyone else is.
The first day I spoke to this new hire, he told me about how AMD was the best processor (at this current time) and that the new Intel Conroe/C2Ds were shitty because they get so hot.
I just luled inside.
The first day I spoke to this new hire, he told me about how AMD was the best processor (at this current time) and that the new Intel Conroe/C2Ds were shitty because they get so hot.
I just luled inside.
RadiclDreamer
Diamond Member
- Aug 8, 2004
- 8,622
- 40
- 91
No, but I dont try to do amateur heart repairs and then act like a prick because im unable to do so.
Users try to do stuff and dont want to take the time to learn how to do it properly and then they call IT and give us attitude.
We are not the fucking janitor, we are not maintenance. We are professionals like a doctor or lawyer.
ViRGE
Elite Member, Moderator Emeritus
- Oct 9, 1999
- 31,516
- 167
- 106
Bingo. The attitude comes from the fact that too many users turn off their critical thinking skills when faced with the "box thingy" and begin to act like children. They expect to have their hand held every second of every day, and should something go wrong it's automatically the fault of the person that was supposed to be doing the hand-holding. It's the equivlient of going to the doctor saying "My chest hurts in the morning" and later the doctor finding out that the patient is having Mike Tyson hit them at full steam when they wake up for the day, completely oblivious to the obvious fact that the punch is causing the pains.
If users even attempted to use their critical thinking skills, at least a quarter of all problems would stop.
SarcasticDwarf
Diamond Member
- Jun 8, 2001
- 9,574
- 2
- 76
It is more than that though. IT is not just hardware failures (the car breaking). It is also software.
Imagine if a person learns how to operate a car but never learns traffic laws (both the written and unwritten ones). They will constantly be getting into and causing accidents. Now imagine that every time they had a problem it was their mechanic that had to show them what they are doing wrong.
It is actually a bit worse than that because at least people are willing to learn from their mistakes and apply their knowledge to different situations when driving a vehicle. Most people see a dialog box and shut their brains down.
RadiclDreamer
Diamond Member
- Aug 8, 2004
- 8,622
- 40
- 91
ultimatebob
Lifer
- Jul 1, 2001
- 25,134
- 2,450
- 126
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!
Sumguy
Golden Member
- Jun 2, 2007
- 1,409
- 0
- 0
I don't work in IT and have never had to deal with them, but guessing from what I know about the job (fixing other peoples computer problems) it could be that they just get jaded from all of the bitching and yelling that they receive. And if IT really has a reputation of being filled to the brim with condescending assholes, then whoever calls IT probably thinks to themselves "shit, I have to deal with those condescending assholes over at IT".
IT receives the call, and almost instantly thinks "shit, I have to deal with some idiot jerkoff yelling at me." 3 seconds into the actual call, both sides already think the other side sucks, and they dont feel like dealing with them
IT fixes the problem, albeit in an annoyed/condescending tone, and whoever received the help has one more scar from IT and, probably, a hit to the ego because they couldn't fix the problem on their own and just got schooled by some nerd. So their next call to IT will be even worse.
This is all a guess, though.
IT receives the call, and almost instantly thinks "shit, I have to deal with some idiot jerkoff yelling at me." 3 seconds into the actual call, both sides already think the other side sucks, and they dont feel like dealing with them
IT fixes the problem, albeit in an annoyed/condescending tone, and whoever received the help has one more scar from IT and, probably, a hit to the ego because they couldn't fix the problem on their own and just got schooled by some nerd. So their next call to IT will be even worse.
This is all a guess, though.
bingo!
One other thing i see is when we tell users they can't do something, they take it the wrong way, as in we are lazy or better than them, and we don't want to help them. In reality, users don't realize issues that may arise (such as big security threats) if we were to let them do boneheaded things, such as install instant messengers or install whatever applications they want.
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