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DOWNLOA Users share 11 complaints about IT support

By JodyGilbert ·
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http://techrepublic.com.com/5138-10877-5731233.html

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What the article says it true

by CG IT In reply to DOWNLOAD: Users share 11 ...

our view is the statistical model " the propensity of problem maldistribution" or in lay terms, the law of 80/20 where 80% of the problem is caused by 20% of the people.

Those 20% that cause 80% of the problem ***** about everything. If there isn't something to ***** about, they will make something up. Your example of "Fred's report runs 5 seconds faster than mine" is an example of these types of people. Maybe Fred doesn't pay her the attention she thinks she should have so she bitches about Freds computer. Or aybe Fred beat his coworker at racketball the other day so he bitches about his slow computer. Either way, those types of people cost the company $$ because instead of doing the job they are paid for, they are finding something to ***** about. One can never win with these types of people because there' no reasonableness to them. They don't care about reasonableness to what they complain about. They only care about themselves and their importance. Don't get enough attention, therefore importance, they *****.

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Very Well Put

by DRVTACH In reply to What the article says it ...

You Could not have said it any better. You just left out the One thing that makes the 20% fun.
Pay Back is what???
A hole bunch of fun on a network.
If done properly They Will Stop Bitching.
Have Fun Bill MacGregor

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Too many years

by Jeff Dray In reply to Very Well Put

Having spent too many years on a helpdesk I can see the signs of people who should have moved on. My main peeve about support is that it is not used inteligently. I work for a global company based in the USA, but I am field based in the UK.

we deal with franking machines which download their working data from a central server and one of the downloads failed. before the helpdesk was 'rationalised' to the USA we used to fix this kind of problem in a few minutes by calling the download department.

things have changed and now we have to call a helpdesk i9n Conneticut (is that how you spell it?). due to a lack of training the person I spoke to had not the faintest idea of what I was talking about. He didn't realise that this was not a hardware fault in an office and didn't take it on board when I asked for a speedy referall, as I was actually waiting at customer's premises.

It took 24 hours, six transatlantic phone calls and a high level escalation to get the problem resolved,

It was not the fault of the helpdesk but a bad management decision to provice a system of support that was not suitable for the requirement.

Of course it was the helpdesk that get all the blame.

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A few quick thoughts.

by Synthetic In reply to DOWNLOAD: Users share 11 ...

1. Apps and hardware that don't work.
I can't agree more that this can be a real issue within many organizations, and how one looks at it can greatly change how one reacts (this is true for most of these questions, as in the rest of life). While an organization I worked for would develop wonderful apps, they would do little to train the client, and therefore the apps were only adopted on a limited basis, underutilized when installed, and frequently complained about, because the functional aspects were never really covered. The corporate office made these missteps, and as the on-site/field support tech, the clients knowing these apps made my life, and their satisfaction greater. So I took it upon myself to create training documents, to solicit questions from the public, and create FAQ list to cover this material. I shared it with my contemporaries in the field, constantly revised it, and while ti required some time and work, the client satisfaction, and there lack of need for one on one training and over sight more than made up for it. In closing, if your people aren't properly trained, and no one else is going to accept responsibility, do it yourself, I promise it will help you understand and support an application you may not normally use!

2. Inconsistent WI-FI.
Again, good training materials, with lots of screen shoots that hold the clients hand through finding the network, and vpn inclusion can be a real time saver. Beyond that, a multi-network manager, if you organization can afford one, or create one, can be a big help.

3.Slow PC/Network.
This one we all dread. Sympathize, offer to look into the issue, can VMM be increased, is there spy/malware on the system, are there unneeded apps in start-up, is the system in need of a good temp clean-up and defragmentation? Do this, clean the screen and keyboard, etc, while making sure to let the client know how many factors contribute to the "speed" of a system, why like systems will run reports differently, and how subjective, and therefore incredibly difficult to satisfy, the concept of "speed" and PC "efficiency is".

4. Frequent Password changes.
Difficult to even empathize here. Explain one has to do this also, and why security is so necessary. With the expansion of the Sar-Box(404) legislation, and all the others coming out, at least clients in accounting, tax, financiers, and banking are begging to understand and not complain about the need. I also think that as the added client becomes more in tune with the amount of damage that can be inflicted on a unsecured system, and how difficult it can be secure all aspects of an organization, they understand and appreciate the need to change often more. That said, companies should really audit themselves and make sure that resources that don't require such a high level of security should have password change frequency set to a more appropriate time frame.


All the time I have for now, hope to comment, join the discussion later. Great article though, good job author!

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Vicious Cycle

by DMambo In reply to DOWNLOAD: Users share 11 ...

Good article!! I don't think it breaks any new ground, but it reinforces the need to look through the users' prism.

I see the cycle of users complaining about (#6) not being local admins, (#7) spam filtering, (# restricted web access and (#9) limited personal use as leading to (#10) IT unresponsiveness and (#11) IT arrogance. We've all seen that the more privleges users have, the more likely they are to abuse the rights they have. When this scene is repeated many times, we tend to get upset with users for causing their own problems. Who wants to spend another 2 hours cleaning out spyware? The loser should stay off Kazaa!! Move that person to the bottom of the priority list!!! We advocate for policies that lock machines down, and then users want more rights. Oops, didn't we start here?

I like the idea of adding privleges to users who go thru training rather than pulling privleges from those who violate policies. But as the Soviets told Reagan in the 80's, "we will trust, but verify." When the upgraded users are caught with their hand in the cookie jar, they should't get a second chance for avoiding the lockdown for a long time.

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20 minute lockout?!?

by etruss In reply to DOWNLOAD: Users share 11 ...

Your users complain about a 20-minute lockout? Try TWO minutes. I type my password fifty times a day. There's no way I need to write down my password, it's burned in my memory within a day of a change. Speaking of changes, it's a good thing that even though we are required to change it every 30 days all we have to do to make it a good change is to increment the number at the end. So much for supposed security.

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20 min lockout

by Becky Roberts In reply to 20 minute lockout?!?

Perhaps I should've started with a 2 minutes lockout and then increased it to 20 when the complaints came rolling in!

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Sometimes IT departments are the 20%

by RayJeff In reply to 20 min lockout

As I was reading the last few postings, it reminded me of #1 & #4. At my current job, don't get me wrong, the 80/20 rule holds true here as well, but then half of the time, the IT department is directly responsible.

The majority of the college has outdated hardware/software. And to add to that, there is a variety among the different divisions. Example, one building's computers maybe running Win NT 4.0 and another running Win XP or one application used could be Office 2000 and another could be Office XP. Ok, with differences like these, who's responibilty it is for the users to know exactly which app is being used, because to the user, all they see is Microsoft OFFICE and may not know that there are differences between the two. So, I'll get the question of "Well, it worked fine on my office computer but it doesn't work on this computer; what's wrong?".

If IT departments didn't have #11 all the time, maybe users wouldn't be as upset as they are and we wouldn't have this whole discussion to begin with *laughing*.

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Maybe it isn't your IT Dept

by transit_Admin In reply to Sometimes IT departments ...

Have you ever thought of the fact that IT Departments have their budget set by administration? As an IT person, I'd love to have all my systems updated and on the same version of Windows and Office. However, older systems cannot handle the increased memory requirements of Windows XP and Office 2003. Maybe if users stop thinking egocentric and more globally they would realize the network is made up of a lots of users and not just that egocentric person.

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Have you ever worked in Higher Education?

by RayJeff In reply to Maybe it isn't your IT De ...

Working in IT in higher education to much different from working in IT in the business sector. In general, IT budgets for technology are pretty generous. I've worked whole range, from small to large. Colleges/universities trive on technology. And college/universities are generally are accepting of technology use, no matter the cost. But the issue is when you know a piece of technology is needed that you get it or not.

The college I work for gets money through grants and donations. And all of the hardware and software that comes through is either mismatch or a few years out-of-date. There's nothing wrong with not using brand new hardware/software. But when you act in a reactionary way to solving IT issue rather than a proactive way, how does the justification of an IT budget work when you will have to spend over just to fix the issues you thought you fixed 2 months ago? And then there is the egocentricity of the department. The "I am God--no one can work with me!" mentally. Sharing of information and working together as a team isn nonexistant here.

"I'd love to have all my systems updated and on the same version of Windows and Office. However, older systems cannot handle the increased memory requirements of Windows XP and Office 2003."
This is what the make up of the entire network/workstations are like. Older systems, Older hardware not being able to handle upgrades like Windows XP. But who's decision was it to implement the upgrades...not mine. Either upgrade the hardware and then the software or just get new hardware with the current software already installed? Why, because it is cheap and hey, if it's donated then just leave it as it is. Perfect example. The college got this new applications software that is networked throughout the school. It works on Windows 2000 and above and requires at least 256 MB as a minimum on a Pentium III 733. One problem, the majority of the computer labs that had laptops that were PIII 533s with 64 MB of memory. The workstations were PII 233s with the same amount of memory...let's not even go to the server which the application is hosted on and the network it travels. So, the short term goal was to upgrade all of computers' memory to 126 MB. A small increase that didn't help much because the application is very graphic-intensive.

My point is that with better planning and spending a little more in the beginning could've saved "3 trips back to the store".

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