Is this clip early familiar. Do your users often have repeated stupid problems. Do your IT people get frustrated and yell at them? Has HR ever had to step in between IT and your users? If so It may be time to fire your IT guys (and maybe more).
Working for an IT consulting company has its upsides. Our internal users inherently know and have a passion for technology, and as a result we internally do not have to field stupid questions about how to turn on a PC (However our users do ask for support with SSL-VPN to their virtual desktop running on their iPAD so it is a trade off).
In most organizations 10% of the users are responsible for 90% of our help desk’s issues. Learning how to gracefully deal with these users, and their problems has made our managed service guys endeared to users, and as a result we do not have angry women showing up to beat up our nerds.
The first step is identifying the baseline IT intelligence of an organization and identifying if the problem is a quick fix, a short educational opportunity, or a larger scale process change. In a rare case, the problem is the user and after an internal escalation and sanity check a call is place to their management to deal with this user with their own HR resources.
In some cases where the user will likely never have to touch whatever is the problem again once fixed, simply logging into the users computer and making a quick change without explaining anything is the best practice. An example is adding a signature in Outlook. Once applied there is rarely a need for any changes to be made.
In other cases, we can identify that this is something the user should be capable of handling on their own and we explain how they can make the change themselves. An example of this would be walking a user through how to Connect and disconnect from VPN.
When we recognize that a problem is a persistent one and the solution is above the baseline knowledge we may sugest purchase of additional software, a larger change in the organization to fundamentally remove the opportunity for the problem. An example of this is removing the problems of using VPN to get to email, by deploying Exchange Webmail and Activesync and removing the requirement for VPN to be used to access mail on phones and from home.
In the rare case where a user makes an outrageous demand (My VPN doesn’t work from rural china over a dial up modem running over string and tin cans!), or is burning large amounts of internal and external resources (like my time) we will have a chat with management and suggest they limit the user’s demands on IT, or perhaps hire a replacement who can turn on their computer. Anyone have any cases where they feel they need to start firing users?