Feeds

IT support bod? Whatever you earn, it's not enough

Betwixt chair and keyboard sits the problem of which you speak

Build a business case: developing custom apps

Something for the weekend, Sir? It might amuse you to read that one of the senior IT support managers at one of my client workplaces confessed this week that his experience of IT support 'from the other side' was disappointing. By 'from the other side', of course, I mean as a user: my colleague is not a spectral secret shopper from beyond the grave.

Laurel and Hardy on the phone

"You promised me a phone next to my desk."
Source: MGM

Temporarily relocated in the building, he found it could take days rather than hours to get a PC properly connected to the network. He won't tell me how long it took to get new shares set up on the NAS. This is not reticence on his part but simply because it still hasn't been done yet. As for getting a landline phone installed at his new desk, he has given up on this entirely.

My intention is not to slag off IT support, or 'customer services' as they call it now (along with everything else from street sweeping to illegal invasions of Middle Eastern countries). I simply like to point out that it's revealing to sit on the other side of the desk from time to time.

On occasion, I make the switch the other way around. I am an Adobe Certified Instructor, and classroom training is sometimes followed up with on-site training support. This is something I do with trepidation, however, because putting oneself forward as someone offering 'support' makes you a marked man. It takes otherwise normal users and brings out the stupid in them.

Homer Simpson driving

Warning: slavish GPS obedience can damage your doughnuts
Source: 20th Century Fox Television

It's a bit like when my dad switches on the GPS in his car and thereafter ceases looking at what's happening on the other side of the windscreen. The GPS says 'turn left' and my dad obediently swings hard on the steering wheel and invariably vanishes up someone's front drive.

Picture me gaily frolicking (steady) in an open-plan field of fresh users, publicly outed as the day's 'training support' man, besuited and brandishing two mobile phones like some kind of middle-class urban rioter. Got a question about Creative Suite? I'm the dude.

Two mobiles man

"I'll call you back, I'm CS training. Oh, one last thing, can you remember their fucking log ins?"

The first question rolls in: 'What's my login?' My answer reeks of professionalism: 'I'm not really IT support but perhaps I can try and find out for you.' And I do. What a pro. The second question of the day is: 'What's my login?' OK, I'll do my best. The third question of the day is the same, as indeed is the fourth, and so on. By the 20th occasion, all civility is lost and my reply has been modified to: 'I don't know, moron, it's YOUR login, the one you've been using for the last five fucking years.'

5 things you didn’t know about cloud backup

More from The Register

next story
PEAK LANDFILL: Why tablet gloom is good news for Windows users
Sinofsky's hybrid strategy looks dafter than ever
Leaked Windows Phone 8.1 Update specs tease details of Nokia's next mobes
New screen sizes, dual SIMs, voice over LTE, and more
Fiendishly complex password app extension ships for iOS 8
Just slip it in, won't hurt a bit, 1Password makers urge devs
Mozilla keeps its Beard, hopes anti-gay marriage troubles are now over
Plenty on new CEO's todo list – starting with Firefox's slipping grasp
Apple: We'll unleash OS X Yosemite beta on the MASSES on 24 July
Starting today, regular fanbois will be guinea pigs, it tells Reg
Another day, another Firefox: Version 31 is upon us ALREADY
Web devs, Mozilla really wants you to like this one
Secure microkernel that uses maths to be 'bug free' goes open source
Hacker-repelling, drone-protecting code will soon be yours to tweak as you see fit
Cloudy CoreOS Linux distro declares itself production-ready
Lightweight, container-happy Linux gets first Stable release
prev story

Whitepapers

7 Elements of Radically Simple OS Migration
Avoid the typical headaches of OS migration during your next project by learning about 7 elements of radically simple OS migration.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Solving today's distributed Big Data backup challenges
Enable IT efficiency and allow a firm to access and reuse corporate information for competitive advantage, ultimately changing business outcomes.
A new approach to endpoint data protection
What is the best way to ensure comprehensive visibility, management, and control of information on both company-owned and employee-owned devices?