The IT help desk – it’s all at once a necessary, frustrating, and at times hilarious function of the IT department at most organizations. Whether you’re a one-man IT operation at a small non-profit, or part of a 30 person IT department at a multi-national corporation, the helpdesk deserves recognition for being on the “front lines” in dealing with employees and their technical issues.
We decided to compile a list of top five things helpdesk staff wants their fellow employees and users to know:
We don’t sit around all day just waiting for you to submit a ticket.
We’re usually busy with enough without having to respond to tickets all day – so if it’s not a full-on IT emergency, please excuse us for not running right over to immediately fix your issue. We have to prioritize our tasks, just like you do.
Actually, we WOULD mind having to fix your uncle’s stepsister’s laptop for free.
Engineers, doctors and lawyers aren’t expected to provide their expertise to co-workers for free. Why are we any different? Unless we offer, please don’t ask us to help with your personal computer or tech issues.
We’re not the people you call when you’re out of printer paper. (Call Administrative Support.) Or need more trash bags. (Try Facilities.)
IT helpdesk staff get ridiculous requests from employees. Make sure you’re familiar with company guidelines before submitting a ticket. (Here’s a tip: we have absolutely nothing to do with office supplies or the kind of mouse that doesn’t plug in.)
No, we won’t unblock you from Facebook.
So please stop asking us to. We may not like it either, but we don’t set the policy. And if we do, there’s a reason for it.
We don’t know everything.
Please don’t get frustrated with us if we can’t fix your issue right away – we may need to do some research, make a few calls or simply take time to make sure we’re fixing it right the first time. Trust us when we say we’re working as quickly as we can.
IT helpdesk staff are on the front lines dealing with end users every day - and though we've heard some good stories, we're sure we haven't heard them all. So what are we missing?
It’s a little different perspective than I’ve gotten from other tradeshows, other organizations, other groups. That’s the part that has made it more interesting.