Top 10 things ICT Support would like you to know.
Posted number 10 in another thread but wasnt sure if this had been posted here before. So here it is in all of it's glory!
- If you ask me technical questions please donít argue with me because you donít like my answer. If you think you know more about the topic, why ask? And if Iím arguing with youÖitís because I am positive that I am correct, otherwise Iíd just say ďI donít knowĒ or give you some tips on where to look it up, I donít have the time to just argue for the sake of it.
- Starting a conversation by insulting yourself (i.e. ďIím such an idiotĒ) will not make me laugh, or feel sorry for you; all it will do is remind me that yes, you are an idiot and that I am going to hate having to talk to you. Trust me; you donít want to start a call that way.
- I am ok with you making mistakes, fixing them is my job. I am not ok with you lying to me about a mistake you made. It makes it much harder to resolve and thus makes my job more difficult. Be honest and we can get the problem resolved and continue on with our business.
- There is no magic ďFix itĒ button. Everything takes some amount of work to fix, and not everything is worth fixing or even possible to fix. If I say that you just need to re-do a document that you accidentally deleted 2 months ago, please donít get mad at me. Iím not ignoring your problem, and itís not that I donít like you; I just canít always fix everything.
- Not everything you ask me to do is ďurgentĒ. In fact, by marking things as ďurgentĒ every time, you almost ensure that I treat none of it as a priority.
- You are not the only one who needs help, and you usually donít have the most urgent issue. Give me some time to get to your problem, it will get fixed.
- Emailing me several times about the same issue in the same day is not only unnecessary, itís highly annoying. Emails will stay until I delete them, I wonít delete them until Iím done with them. I will typically respond as soon as I have a useful update. If it is an urgent issue, let me know (see number 5).
- Yes, I prefer email over telephone calls. It has nothing to do with being friendly, itís about efficiency. It is much faster and easier for me to list out a set of questions that I need you to answer than it is for me to call and ask you them one by one. You can find the answers at your leisure and while Iím waiting I can work on other problems.
- Yes, I seem blunt and rude. Itís not that I mean to, I just donít have the time to sugar coat things for you. I assume we are both adults and can handle the reality of a problem. If you did something wrong, I will tell you. I donít care that it was a mistake, because it really makes no difference to me. Donít take it personal, I just donít want it to happen again.
- And finally, yes, I can read your email, I can see what web pages you look at while you are at work, yes, I can access every file on your work computer, and I can tell if you are chatting with people on an instant messenger or chat room (and can also read what you are typing). But no, I donít do it. Itís unethical, Iím busy, and in all reality you arenít all that interesting. So unless I am instructed to specifically monitor or investigate your actions, I donít. There really are much more interesting things on the internet than you.
I've got this printed out on a nice A4 laminated sheet, we dont show staff this as they would rebel... but still provides good feelings during stressful days :)