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User Policy

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by qpeabody

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I the Computer Support/Technician for over 300 user and 500+ computers in an educational environment. Over half of our inventory is in the 3 to 4 year old window, which means they require a lot of repair and are limited in upgradeability. To make matters worse, I am in a workgroup environment, and some teachers/staff have local admin rights. Anyway, here is my question. I?m trying to compose a ?User Policy? as it relates to my job performance, as there is none currently in place. I want to include the amount of time I will spend desktop troubleshooting before I determine problem, course of action, resolve, and make suggestions. I estimate 30-45 min. However, if I am not be able to resolve the problem in that time, the machine will be wiped clean and OS reinstalled. I also want to include a disclaimer about unauthorized/illegal installs. Do you have any suggestions and or guidelines.

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by valis

this doesnt sound like a "user policy", this sounds like a frustration about older machines and situation, and wanting some legal document to get out of doing as much work as possible. or, get out of being honest with your customers, which are the computer users.

computers and users and environments are different, i can determine in 2 minutes if an OS needs to be reinstalled sometimes, and sometimes i can troubleshoot for several hours before saying EUREKA! and find the answer. to say, i havne't found the problem in X minutes, so i'm reinstalling the operating system, is ludicrous, will you be timing it down to the second?

by qpeabody

Frustration is part of it. But I don't have the luxury to spend several hrs w/ each user that's downloaded or installed software/hardware that wasn't on the image when the computer was given to them b/c they haven't backed up there files like they should. To accuse me of not wanting to do my job couldn't be farther from the truth. No IT department should exist without some sort "User Policy" in effect. To do so, as I have found is "Ludicrous". To allow users to run free and do any and everything to computers (desktops) that they do not own, and in no uncertain terms demand and expect you to save there files from being loss is problematic as I have found. Therefore, it's time to do something about it. Hence my post. So, the next time you want to answer a question and are unclear about what's being asked. Ask for more information.

by w2ktechman

First you should draft the policy, then take it to management. If you can show that you are spending too much time on programs that shouldnt be installed, or that are downloaded, or bought, then you have a valid point. No company wants their techs to spend a lot of time on user downloaded apps, or (trying) to fix a usb card that someone brought in for their NT4 system (LOL). Whatever the case, if you show that you are spending too much time on these issues, the company may get behind you and draft a company policy for you. Which may or may not include uninstalling unauthorized software when you find it.
The best way is through documentation. If you take them 1 months worth of help calls and break them down into what should be supported, and what should not, and print them up, if you can show that you have enough calls to keep busy without the extra load, it would make sense to try to dump some extras.
BUT -- Be Forewarned..... Policy or not, as the technician, you will be the one that everyone will complain to.
Also, do not get super strict all at once. It is better to do it slowly. and to offer an alternative or exception if it is a business need or is business related.
I hope this helps.

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