Feel like getting off on the right foot this year at work? Want to get all the assistance you need with your computer system? Then whatever you do, DO NOT put in these requests to your company's technical support personnel.
10. "My new employee started yesterday. Can you set him up today?"
My guess is you knew your new employee was starting well before yesterday. Not letting your IT group know ahead of time means delays in getting accounts set up, computer equipment installed and configured, and hardware/software ordered, delivered, and installed. And if you think you can let the new guy log in with somebody else's account in the interim, you may discover you're violating company policy and opening your system up to serious security violations. Not to mention that you could face disciplinary action, up to and including termination.
9. "HELP -- MY COMPUTER DOESN'T WORK!"
Well, thank you for letting me know the exact problem you're experiencing. If you think you're saving time by telling your IT people this, you're sadly mistaken. They'll end up hitting you with a barrage of questions about what's wrong, what isn't working, when did the problem start, and so on. Be prepared to give specifics when you request assistance. Your request will be processed much faster.
8. "My boss told your boss you have to take care of my problem immediately."
Going over your technician's head to get priority treatment may work short-term. However, IT people have very good memories when somebody disses them like that. Your next request may moulder in the IN box awhile before somebody can get to it, and that may be the one time you actually need prompt support. (Yeah, it's petty, but hey, techs are people too, and their feelings can get hurt just as easily as yours.)
7. "I have an ancient piece of hardware and it stopped working. I need you to replace it with the exact same thing."
If your hardware is more than three or four years old, I wouldn't hold my breath waiting for that identical replacement. Just because you don't like change doesn't mean it isn't going to happen. Computer design changes so fast that three or four years is a life cycle for many pieces of equipment. Be prepared to pay for upgrades, and be preparted to make some changes along the way.
6. "I don't know how to use this new program and I don't have time to learn. Can you just do this for me?"
If you need software you've never used, you need training. And if you don't have time to learn, what makes you think your tech has time to do your job for you? Most IT groups don't have the time or resources to provide one-on-one education. Ask if your company has in-house training for your standard applications. If not, inquire about going outside to a third-party site, or ask if the vendor provides on-line training. If all else fails, check for tutorials, which most major vendors now include as part of the program. Get your hands dirty and learn to use the tools you need to do your job.
5. "Fix my computer...but don't take anything off it!"
To which the good tech will inquire, "Why not?" WHY don't you want me looking at your computer? Did you do something you shouldn't have? Is there something on your computer that shouldn't be there? Techs have to do what they have to do to get your problem resolved, and many times that means fixing something the user may have inadvertently changed. It's comments like this that make me immediately suspicious about the non-supported products that may be lurking on the hard drive, like games, or photos, or music, or anything else that's not work related.
4. "I'm having a hard time installing this software program I brought from home/downloaded off the Internet. Can you help?"
Your IT personnel will most likely tell you that use of non-company-purchased software violates company policy. If you need a program to do your job, justify it and let the company purchase it (and support it) for you. Personal software (and hardware, for that matter) should stay at home--period.
3. "I have a report due in ten minutes and I can't print it. WHAT DID YOU DO?"
As though a technician has nothing better to do than randomly go through the system, turning options on and off so users can't get their work done. I can think of better ways to stay gainfully employed. Sometimes servers fail, and printers die, and power goes out. Just because you waited until the last minute to get your work done is no excuse to blame the technician for normal outages or acts of God. (Yes, it happens. After hurricane Ike came through Houston last fall, you wouldn't believe the number of calls we got asking why it was taking so long to get some of our services back up and running.)
2. "I have a question about my computer at home."
Outside their work arenas, doctors are asked for medical advice; lawyers are asked for legal advice; accountants are asked for tax advice. For some reason IT techs are asked for freebies while they're still on the job. No other group provides uncompensated assistance; why would you think IT should be any different? And why would you think the technician has nothing better to do at work than solve your personal computing issues? If you trust a particular technican and need her expertise, hire her to work on your problem after hours.
1. "Can you set up an account so my child can use this other computer to play games while I'm working today?"
Absolutely, positively not! While some companies allow employees to bring their children with them to work in emergencies, it is not the company's responsibility to entertain said children. Again, there's a security issue here, as well as a potential violation of company policy. Don't ask your tech people to put their jobs on the line because you forgot to bring your kids' coloring books, MP3 players, hand-held video games, etc.
Making requests like these show that you don't plan ahead, you don't care about company policy, you don't differentiate between home and work computer systems, and you don't grasp the concept of working in a multi-user environment (that's a nice way of saying you're selfish). And they certainly don't ingratiate you to the support community. You expect your IT department to be professional; you need to respond in kind. These types of requests show a lack of professionalism on your part. Knock off the personal questions and petty political posturing, and realize that you're not the only person in your organization that needs assistance. Provide your tech support group with the information they need to resolve your issue in a timely manner, and show some patience. After all, how do YOU feel when somebody expects YOU to do the impossible in two minutes or less?
