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Is it IT's job to babysit or teach?


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#16 +techbeck

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Posted 31 July 2013 - 17:59

After reading other replies here, it should be understood that specific job titles and business sizes will differ on this. For a Systems Admin or Network Admin, it is a huge waste of time and resources to have to train idiots on an every day basis. For help desk roles, it will probably be an inevitable part of the job.


So people are idiots for not knowing the things that another person is trained/payed to know? I can configure computers/routers/switches....my dad knows a lot about fixing heavy machinery and construction. I wouldnt call either one of us idiots.

And training is part of any IT job. Net/sys admins may have to train other IT staff on new processes/appliances that are put in place. It is inevitable. The only problem is when you constantly have to repeat yourself to the same person and they either dont listen, or get it. I had one guy several years ago ask where some software was on a weekly basis. The location had never changed in years. So that kind if thing is frustrating to say the least.


#17 moloko

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Posted 31 July 2013 - 18:00

So...you do not like helping people and in the IT field.  Sometimes I have to help people with things that are not IT related. 



#18 sc302

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Posted 31 July 2013 - 18:02

You as a IT tech needs to make it as turn key as possible for the end user.  Your job is to make their life a little easier with a computer, their job is to do their job not deal with computer caveats.  Perception is 100% of what keeps you employeed.  I had a user state that her Adobe Pro isn't like their coworkers Adobe Pro, same version, same everything.  I had to instruct the user where to look and how to add shortcuts to their toolbar because others have customized their shortcuts.  Do a few, show them how if you wish...but the difference is that I am a Network Engineer that has bigger fish to fry than deal with piddly stupid crap, if this was one of my techs I would tell them not to leave until it is exactly as the end user wants.  At the end of the day, if the end user complains that you aren't doing your job and if it goes up to upper management it could be your job.  If they are not there, make sure it is exactly as their old computer, if they are there give them the option of learning for themselves and if they still don't get it do it for them.  What may take you seconds or minutes may take them hours and you are paid to support them.



#19 +Bryan R.

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Posted 31 July 2013 - 18:05

So people are idiots for not knowing the things that another person is trained/payed to know? I can configure computers/routers/switches....my dad knows a lot about fixing heavy machinery and construction. I wouldnt call either one of us idiots.

And training is part of any IT job. Net/sys admins may have to train other IT staff on new processes/appliances that are put in place. It is inevitable. The only problem is when you constantly have to repeat yourself to the same person and they either dont listen, or get it. I had one guy several years ago ask where some software was on a weekly basis. The location had never changed in years. So that kind if thing is frustrating to say the least.

The OP is talking about babysitting. He even defined what he considers babysitting. I also mentioned guiding someone through the start menu. So, I'm referring to incredibly simple tasks. Yes, a person is an idiot in my book for not knowing how to operate a computer especially if it is a part of their job. It would also be a management oversight to have unskilled people hired to do a job and then have skilled IT professionals train them. If an organization has staff for training, that's one thing, but if they don't and experienced IT people are having to do it, the business may be losing value in their IT.

#20 OP expphoto

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Posted 31 July 2013 - 18:12

After reading other replies here, it should be understood that specific job titles and business sizes will differ on this. For a Systems Admin or Network Admin, it is a huge waste of time and resources to have to train idiots on an every day basis. For help desk roles, it will probably be an inevitable part of the job.

 

Right, and we have four ITs. Manager, Two SysAdmins and one HelpDesk. Though we all play a role in Helpdesk, and we all answer helpdesk tickets. Even our owner just got back to me on setting up tech training. All I know, I wanna do whatever possible to maintain job security. 


You as a IT tech needs to make it as turn key as possible for the end user.  Your job is to make their life a little easier with a computer, their job is to do their job not deal with computer caveats.  Perception is 100% of what keeps you employeed.  I had a user state that her Adobe Pro isn't like their coworkers Adobe Pro, same version, same everything.  I had to instruct the user where to look and how to add shortcuts to their toolbar because others have customized their shortcuts.  Do a few, show them how if you wish...but the difference is that I am a Network Engineer that has bigger fish to fry than deal with piddly stupid crap, if this was one of my techs I would tell them not to leave until it is exactly as the end user wants.  At the end of the day, if the end user complains that you aren't doing your job and if it goes up to upper management it could be your job.  If they are not there, make sure it is exactly as their old computer, if they are there give them the option of learning for themselves and if they still don't get it do it for them.  What may take you seconds or minutes may take them hours and you are paid to support them.

 

Yea, this makes sense, as much of that is more specific. I'm referring to just knowing how to navigate Windows. 



#21 Nerd Rage

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Posted 31 July 2013 - 18:17

My opinion after almost a decade in the industry, do everything for the users.  If they want training so they can be more self sufficient, offer it up, but assume people want you to hold their hand and do everything for them.  Better to offer more than what they want and keep them happy than offer less than what they wanted and leave them frustrated.



#22 sc302

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Posted 31 July 2013 - 18:22

Right, and we have four ITs. Manager, Two SysAdmins and one HelpDesk. Though we all play a role in Helpdesk, and we all answer helpdesk tickets. Even our owner just got back to me on setting up tech training. All I know, I wanna do whatever possible to maintain job security. 


 

Yea, this makes sense, as much of that is more specific. I'm referring to just knowing how to navigate Windows. 

understand that you didn't just give navigating windows as a problem:

 

 

To access your email, open outlook and click continue until you see your mail, and if you need your files before I get in, feel free to grab them off the USB drive sitting on your laptop. So I get yelled at for not doing everything for them because she didn't know the basic functions.

 

You need to do everything, show them where their files are at, copy them to where they need to be, etc.  If you are in any sort of helpdesk phase, this is your job.  If you really wanted to make life easy for yourself you would have used windows easy transfer...It is built into windows 7 and above and can be downloaded from microsoft direct.  This would bring over their profile and put everything where it needs to go (as far as the user is concerned), just have the applications installed.



#23 +warwagon

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Posted 31 July 2013 - 18:30

One time I was doing phone support

 

Me) Ok click on start / control panel ... find X item

 

.as we are trouble shooting she closed the control panel so each time I would say click / start / control panel.

 

This was repeated about 6 times

 

On the 7th time, I left out the word start and said "Open the control panel" .

 

She asked "How do I get to that again"  :laugh:

 

......

 

Now people may defend her and say she's not good with computers, ok.

 

But if i'm talking to someone over the phone to trouble shoot my car, and they say "pull out the stereo and wiggle the green wire", if they tell me to do this 6 times and on the 7th time just say "Wigggle the green wire again" i'm gonna know where the **** it's at.



#24 fusi0n

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Posted 31 July 2013 - 19:25

If you in End User Support, then yes..

 

It seems that most people think that since someones job uses a computer, they just know how to use it..

 

While this is true to a degree, it is the job of End User support to help and babysit them.. That is what End User Support is.. To support the end user.. 

 

Don't get the attitude that something isn't your job.. Just be nice and friendly and spread your knowledge with a smile on your face.. it will only help you in the long run. 

 

I am not in End User Support anymore, but when I was, I always would go the extra mile and make sure the end user felt comfortable with what they are doing. Even if it is something as emailing a document or saving something to a network drive..

 

Do not let anything become beanthe you.  That will hurt you.. 

 

PS: "You" isn't talking to the OP, but just in general how I think End User Support should be. 

 

To sit back and laugh be like "they don't even know how to do.." and act like you are better.. take a few deep breaths and be friendly..



#25 AnotherITguy

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Posted 31 July 2013 - 20:35

I like the scotty technique, tell em this will take a long ass time, and do it in record time, makes one look like a hero



#26 majortom1981

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Posted 31 July 2013 - 20:40

Wait, so are you saying to teach them or not? 

yes . Everything. as an IT guy you have to realize that at any point you can be laid off or fired and have a 3rd party company be called in that will do your job. you have to know how to keep your users happy or you will not have a job to care about.



#27 +techbeck

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Posted 31 July 2013 - 20:51

yes . Everything. as an IT guy you have to realize that at any point you can be laid off or fired and have a 3rd party company be called in that will do your job. you have to know how to keep your users happy or you will not have a job to care about.

 

Only people I am worried about keeping happy are my bosses and the VPs/Directors in the company.  I dont really do not care if the average user is upset at me.  Some users will go off at practically any little thing.  Cannot make everyone happy.  I do a good job and my bosses know.  Thats all that matters. I also keep myself busy.  Always something to do in IT and if you are bored and have nothing to do, you are not thinking hard enough.



#28 Rohdekill

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Posted 31 July 2013 - 20:53

I say it depends on your job description.  Some places, IT trains the user on nothing.  Other places, it is part of the job.  



#29 Growled

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Posted 31 July 2013 - 20:57

I will do whatever the employer wants me to do as long as they continue paying me well. I will even wipe the users butts if necessary. 



#30 majortom1981

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Posted 31 July 2013 - 20:59

Only people I am worried about keeping happy are my bosses and the VPs/Directors in the company.  I dont really do not care if the average user is upset at me.  Some users will go off at practically any little thing.  Cannot make everyone happy.  I do a good job and my bosses know.  Thats all that matters. I also keep myself busy.  Always something to do in IT and if you are bored and have nothing to do, you are not thinking hard enough.

 

keep in mind it only takes one loud employee for your bosses to change how they feel about you. what you think is keeping busy might not be what they think keeping busy is. taking care of the servers in the comp room might be busy but some bosses might only think being busy has to be on the floor.