-In your ticket, do not give a vague description and a time you want the problem fixed and then expect anything to get fixed. Often times we very much need to work with you directly to understand your problem thoroughly to investigate and fix it thoroughly.
-If you have some weird problem, it might be just as weird to us when we first look at it. We are not omniscient. What we are good at is researching possible fixes, applying them, and measuring the effect they have in actually solving your problem.
-If we didn’t install it, don’t expect we know anything about it. You might really like to install and use Fusion 360 over AutoCAD or something, but that doesn’t mean I know where Fusion 360 is storing its configurations, or that I have a phone number to call to get support from that company as a vendor, or that I have ever troubleshot this application.
-If you’re really nice to us, we might be able to offer you suggestions for problems on personal computers, but sorry, we cant usually touch it, especially if we are outsourced IT. The moment we touch your personal computer it opens us to a shitload of liabilities and it could lose me my job.
-We understand very much that typically the only time you’re talking to us is when you’re mad because some shit is preventing you from working, but we don’t want that either so don’t be mad at us about it, we would prefer you never had to put in a ticket for anything except configuration change requests.
-Pay attention to our recommendations. If we say you have to have your laptop on at a certain time of day weekly for updates, we aren’t just asking for our benefit, we’re asking this because if you ignore it, eventually when you power on your laptop, windows is going to force all those updates to push at once and suddenly you’ll be without your computer when you’re supposed to be doing an important presentation because its going to take 4 hours for a years worth of updates to apply. We have little control over this.
From when I worked in IT:
-In your ticket, do not give a vague description and a time you want the problem fixed and then expect anything to get fixed. Often times we very much need to work with you directly to understand your problem thoroughly to investigate and fix it thoroughly.
-If you have some weird problem, it might be just as weird to us when we first look at it. We are not omniscient. What we are good at is researching possible fixes, applying them, and measuring the effect they have in actually solving your problem.
-If we didn’t install it, don’t expect we know anything about it. You might really like to install and use Fusion 360 over AutoCAD or something, but that doesn’t mean I know where Fusion 360 is storing its configurations, or that I have a phone number to call to get support from that company as a vendor, or that I have ever troubleshot this application.
-If you’re really nice to us, we might be able to offer you suggestions for problems on personal computers, but sorry, we cant usually touch it, especially if we are outsourced IT. The moment we touch your personal computer it opens us to a shitload of liabilities and it could lose me my job.
-We understand very much that typically the only time you’re talking to us is when you’re mad because some shit is preventing you from working, but we don’t want that either so don’t be mad at us about it, we would prefer you never had to put in a ticket for anything except configuration change requests.
-Pay attention to our recommendations. If we say you have to have your laptop on at a certain time of day weekly for updates, we aren’t just asking for our benefit, we’re asking this because if you ignore it, eventually when you power on your laptop, windows is going to force all those updates to push at once and suddenly you’ll be without your computer when you’re supposed to be doing an important presentation because its going to take 4 hours for a years worth of updates to apply. We have little control over this.