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Complaints on IT Answered

By The Admiral ·
have a slightly different take on the 11 complaints, and when employees, potential customers, executives, and my support team are level set, I get ZERO complaints about it, and they also know that it is not a policy that can be escalated or whined about in order to get their own way.

The first issue that you have is that applications and hardware do not work. 99.999% of the time, Applications works as they were designed by the software company. In some cases, potentially harmful features are disabled (like Microsoft?s search for folders and printers on the network), in order to keep the sanity of the users and the network admins. All of these are pointed out to users as soon as the decision is made. The users are told:

? What action is being taken.
? Why the action is being taken
? And if there is an exception process

The reason we do this is because when users know why an action is being taken, they are less likely to gripe.

The second issue is the inconsistency of WiFi configurations. This is a no brainier when you compare Wireless things. People gripe about their cell phones in that they get disconnected, well, the same is true about wireless LAN. Here are the issues:

? You have a wide variety of hardware, some complies with IEEE specs, others don?t.
? Some have hi-gain antennas, others don?t
? Some have security enabled others don?t
? Some have pay as you go, others don?t
? Some have bandwidth throttling, so your 11 Mb connection is 20K
? Your laptop overshoots, much like a CB Radio overshouting your Radio

There are many variables that you have to take into account that are all different by situation. I get complaints that peoples wireless items work one day, and it don?t the next, not thinking that the environment changes outside and inside the house or business as well. Good example of this is the impact of sunspots.

Third is that the complaint is a slow computer or network. Folks do not realize that they are the reason that the computer or network becomes slow. The plain and simple answer is that useage cause?s wear and tear. What this means is that when you use a computer, especially on the internet, you have to purge all of the junk from the caches or the next time you come up it fractionally gets slower and slower. Since Microsoft has made their office products and just about everything else internet connected, you get a lot of trash downloaded automatically from the internet. If you don?t want to believe it, Install Zone Alarm on a system then brings up MSWord. Guaranteed it will scream about connecting to the internet. While Fred?s machine runs the report faster, Fred?s machine is different than yours. So ?just because? is not a valid complaint. Like a kid who wants a hand grenade ?just because? is not a valid argument to give it to him or her. Fred?s machine may have additional memory, a different processor, etc. All things being equal in hardware, they are never the same when it comes to PC?s.

The networking issues can be from a gazillion number of users on, viruses, spy ware, or some other gaggle of reasons such as downloading movies or MP3?s, etc. Add to that the possibility of inexperienced network administrators and paper technicians, and the problem only gets bigger. (This is why folks, I have said that companies want experience and they want a good clean reference when you are certified!!!!!)

Frequently required password changes are a fact of life, just like death and taxes; unfortunately, there is only one thing your users can do. Get over it. In the realm of ever increasing security (yes, this time it was a majority of users doing something and not a minority) and the lack of passwords, we now have to have complex passwords over 8 characters long. If you are stuck at six, there is a database out there that has them all in it and can hit your application in a manner of milliseconds with all of the passwords. And those users who whine about it are also the ones who whine about not being able to use their kid?s names or their dog fido?s birth date as a password. As I have said to a user about 10 minutes ago. Grow up. You?re not in Kansas any more!

Screen Saver Lockouts after 20 minutes is a gracious amount of time for a shifty eyed employee to get your credit card number you just entered into or ask for your password to be reset or change your eBay email and password. Need I say more? You don?t want a lockout, LOCK your door. Else, your complaint has been dually noted and given its proper weight.

Not being the administrator of your machine. Might I ask why do you need it? Show me proper business justification, and you may get power user access. But to get the access for the sake of that access isn?t going to be enough. If they are going to training, then the training session should have admin access, but we are not training you are here to work. If the laptop settings are working and have been tested everywhere except where you are going, then ITS NOT THE MACHINE! This has nothing to do with big brother, but to ensure the employee accesses the proper resources to do their job. They whine because they don?t have the tools to do the job, then they whine because they have the tools, but don?t have 110%. Just do your job and give us a reason to fire you.

Spam filtering. If I had a dime for every time a wad of spam came through, and the complaints that ensue. Pick the way you want it, don?t complain when it is enabled, and get over it. You either want the spam or you don?t. As Mad Max from John Boy and Billy would say ?Quit Ruinin? my life!?

Restricted Web Access. That is another subject that brings light to my heart. ?Why can?t I order from Victoria?s Secret?? My answer would be, the business justification for ordering from those sites has not been management approved. As far as eBay is concerned, I run an eBay thing out of my house. It never stops me from doing my job. I have eBay email my business and personal account the daily update. That is all I need. Unless your ordering stuff for the business, and I don?t need the Angel Bra for the company! I know I own it; Victoria?s Secret is a home activity.

Step number nine. Very simple. There is a Business Machine and a Personal Computer. Use the Personal Computer for home stuff; use the Business Computer for Business. If you use the Business Computer for Personal items, then the business should expect a payment from the person as a rental fee. Truthfully, if a person is out and a bout on business and they are technically working, then the business computer is going to be their only online connectivity unless they hit the library for their web based email. The restrictions for a managed email client for their personal email should be looked into. With some asset management software, you can enable the notebook to read the mail, and when they are in the office, it removes all traces that the person checked their email completely.

The number ten burns by Hyde as well. We can have an entire network of communications, have the technicians talk with the end users, and even solicit feedback and the tickets will be kept open because they believe that it is not fixed. When the problem is fixed, then the ticket gets closed, and the email goes out. The technician tells the end user that the ticket will be closed, and if they continue to have problems with that problem to contact them for up to a week. After a week, a new ticket needs to be cut. Large companies can not project an ETA when their own network goes down, so you have to have the technicians do their own scheduling as long as they have high utilization, in that they put in 8 hours a day. You?re not going to get blood from a rock, and the users need to understand that you?re not going to get instant gratification when you put a problem in. One of the gripes I have is the helpdesk holds on to tickets as they bounce it from queue to queue, not telling the end user squat, then when the ticket does get there, the technician is hit by a bus wanting to know why it took a month to get the ticket addressed. This is wrong. If a ticket is entered, the system should do all the automation as to where the ticket gets routed, and not rely on a mega queue then they, at their leisure gets to where it needs to go.

Number 11 says, we should teach users to be technicians. Think about how many people who know enough to be dangerous. Apply catastrophe here and a whining user, and you see that the IT department?s core is to fix the technology; the USER?s core is to use the technology. Plain and simple.

Have fun with this folks!

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