For over 5 years, I have successfully supported end users at multiple levels from front desk associates to executives, and I've been an end user.
*pause break for a sincere smile*
I'm going to divulge information that isn't made readily available, but that you absolutely need. When learning new information, I appreciate brevity, and getting down to what's important. Read further as I give you a guide to an easier I. T. Support experience.
1. Communication is Key.
How we communicate in the world will inevitably determine success and failure in almost any situation. Some things that we should be mindful about when communicating with I.T. Support are as follows:
- Explain the issue clearly, and calmly.
You don't need to be gifted technically to explain what your senses tell you. What do I see? What do I hear? When troubleshooting an issue, there are a few things that a support technician must know: A. What is behaving improperly. B. How you expect it to behave. C. When the issue began. D. If any changes were made that you are aware of.
-Calmly. It's startling to think when people yell. Imagine if someone walked into the accounting department screaming for last month's numbers, or into a research lab demading findings on a specimen that you've not been in charge of. This is about perspective. Consider that the best environment to be able to resolve a problem that requires deductive reasoning, analytical thinking, and extreme hypothesis, may not include a shouting person.
*pause break for reflection*
2. Patience is a Virtue.
I'm sure I'm stating the obvious, but it has to be reiterated. Something you should know about most I.T. Support Technicians:
-We have a natural sense of urgency although we may not always display a reflective demeanor. We understand that non-working technology can evoke a lot of emotion, so we try to refrain from becoming emotional, so that we can remain focused on the solution.
-We begin gauging impact to your work from the moment you begin explaining your issue. We absolutely care if this affects an upcoming deadline, or if this is something that needs to happen for not only you, but also your group and/or manager. Remember that we are computer physicians, skilled in the art of triage.
-We ask lots of questions, but with purpose. We tend to be detail oriented, which is what helps us find what may have been easily overlooked. This often leads to quick fixes, and ease of resolution.
3. We Need Each Other
Successful I.T. Support Technicians understand that there is no room for pride in the area of machine, hardware, software, systems, and data fixing! Our humility is what makes us effective. Being able to assess whether an issue is out of scope or bringing in an expert, when needed, is what leads to faster resolution times. As an end user, it's important to keep that same principle in mind. The people in your I.T. Support group are in their specialization, and they want to help you. Just as other professionals spend their time, learning and researching best practices and methods to complete their tasks, so do they. There isn't an expectation for either side of the phone call to be a specialist in the other's field of work. In corporate settings, we depend on each other to reach a common goal. Especially regarding proprietary software, please oblige if you're asked to explain what function you're attempting in software that is job specific, and keep in mind that the technician, at times, has to learn how you do that function of your job, in order to get the software to work according to your needs.
4. It's Good to be Kind
As an end user, I've learned the difference in being kind and not so kind to someone who is in a position to help me. I'd much rather be kind. As an I.T. Support Technician, I've been challenged to be kind in tough situations, but it works! A moment of humanity, in a frustrating situation will often bridge the gap. Empathy and acknowledgement on either side tends to bring us closer together for the purpose of getting things fixed. I.Tists have found their passion, and this often includes people. Remember that technical minds work a little differently from others, and allow that. If we were all the same, we wouldn't accomplish as much. Let us do what we're passionate about in a way that's comfortable for us and respectful to you and your goals.
I'm sure you were expecting 5 points, but I like surprises! This could go so much deeper, but I've given you what you absolutely need to know. Breathe, and smile because your next I.T. experience has just been hacked! The Luxe Tech has given you exclusive access to a peaceful and productive day. Enjoy!
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