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Desktop Support Staff Should Not Assume That All Users Are Stupid

By Why Me Worry? ·
My wife works for a large international management consulting firm, whose name I won't disclose for legal reasons and as not to embarrass the company due to the unprofessional behavior of some of its desktop support staff. Anyhow, my wife's company issued laptop was acting up and causing her grief when working with Excel. Earlier that week, her laptop was crashing with the BSOD at random times. I took a look at her laptop and found that the hard drive had a few bad sectors and that the BSOD was happening as a result of system updates that are scripted to install at some predefined and inconventient time on the laptop. I told my wife to approach her IT dept and request to have them reimage her machine after swapping out the hard drive because it was defective. Based on my wife's story, it took those snapperheads half a day to troubleshoot the issue, determine that she had a corrupt profile, and reimage her PC. They initially tried to brush her off by making it look as if she was doing something wrong with her laptop and that IT was doing its job. She stated that they ran their own "diagnostics" and didn't find any bad sectors when on the contrary I had run three different disk scanning utilities and had visibly found problems with the hard drive. The point I am trying to make is that her desktop support staff look down upon the users and assume they are all idiots, when indeed many are smarter and more computer savvier than the desktop support staff. Desktop Support is a customer service position, and if these conceited stuck up individuals think they are God's gift to IT, then they had better start looking for a new profession. If I were in charge, I'd fire all of them for such unprofessional behavior and for needlessly wasting the end user's time when they are all under pressure to complete projects and close deals.

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Not all. Just the ones that call!

by 1bn0 In reply to Desktop Support Staff Sho ...

PLease continue rant.

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I agree, but I am not referring to the YASUs' that spill water

by Why Me Worry? In reply to Not all. Just the ones th ...

on their keyboards or water plants above their CRT monitors. Desktop Support is quick to judge users and assume they are all dumbasses because they are improperly conditioned to think this way. As I said, desktop support is a customer service position, and if you see your customers as idiots, then such arrogance will show in your dealings with them. Such behavior is unprofessional and should not be exhibited in this field.

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by CharlieSpencer In reply to I agree, but I am not ref ...

Were they rude or abusive? What did they do that indicates they think your wife is an idiot, other than question the third-party diagnosis she brought them?

Do they know you personally and your level of skills? If not, I don't see anything unprofessional about their questioning your call. I get handed misdiagnosed problems all the time. "My spouse / friend / significant other works on computers and he / she said the problem is ... ".

These guys may have been unprofessional, but the only evidence you've cited is that they didn't agree with the solution offered by a complete stranger.

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The brush off instead of actively tackling the problem is UNPROFESSIONAL!

by Why Me Worry? In reply to Unprofessional?

I don't expect them to take my wife's word or my word of what the problem is, but their quick reflex to brush off the user and assume it's the user's fault is the problem. Desktop Support is not the DMV or some other gov't beaurocracy which is programmed to act rude to customers. I am not at all pleased with their general attitude and if you think they are right and I am wrong, then perhaps you need to re-evaluate what Desktop Support means.

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Cool off.

by Mr.Wiz In reply to The brush off instead of ...

Your response is just as unprofessional as you accuse the support people where your wife works. Palmetto's points are valid.

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You must be one of those "Desktop Support" techs I talk about

by Why Me Worry? In reply to Cool off.

and no, I will not cool off because I stand behind my statement.

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by Mr.Wiz In reply to You must be one of those ...

If you'd read my earlier post, you'd know that I agree with most of what you say. The manner that you address other professionals is unprofessional and denigrates your argument. I've dealt with both arrogant techs and arrogant users. You're no better than any of them and just as arrogant in your attitude. If you choose to continue this in this vein, I feel sorry for you.

And yes, I'm proud to be a "Desktop Support Tech" as you put it. I know that most of my job is customer service and training. I also know how to keep my frustrations and anger from showing to my users and other techs.

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I don't think you're wrong.

by CharlieSpencer In reply to The brush off instead of ...

And I don't think they're right. But I didn't see any evidence in your original posting indicating unprofessional behavior. You posted your version of someone else's version of what happened, with almost no possibility of the technician telling his side. I'm not in any way trying to put your wife in a bad light, but neither you nor I were there.

What you describe as a "brush-off" may have been her interpretation of the technician's request that he deal with a more critical task first. We don't know if the the tech has seen a rash of problems with this model of laptop that were due to something other than a bad drive. We don't know that all data was on the server, as you state below. I always assume there is data on the drive; users put files on the desktop, some apps put the data where they want, etc. I also consider assuming all data is on the server to be professionally negligent, even if that's where it's "supposed" to be. Frankly, and I'm not trying to be rude, we don't know if your wife has a history of reporting problems that turn out to be user error.

And yes, I am "one of those Desktop Support techs."

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by mrivera In reply to The brush off instead of ...

LOL!!! Dude! take it easy! there wasn't anything wrong with those IT guys.. Palmettos point is right on the money! I think that your wife should have taken the laptop to those guys, mention the problem, get another laptop and allow the IT guys to do their job. Your wife should've never mention that X person run some diagnostics and found this and that on the laptop. All she had to do was to mention to them that she was experiencing X number of problems and thats it! If the laptop would have continue to experience any problems or that it eventually dies its the IT problem to deal with and not your wife. Simple as that... my 2 cents...

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Totally Agree!

by mrivera In reply to Unprofessional?

right on the money!

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