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Is a large part of working in IT just playing the blame game?
Posted on 3/22/19 at 11:12 am
Posted on 3/22/19 at 11:12 am
I do IT support for a PC application and it would seem to me that many times there are issues caused by no fault of the application itself but by something related to the user's PC and/or network that a simple google search of the problem would reveal.
General IT support for a company will sit on this issue for days without doing a hint of research then try to pass it off as if it were a problem with our software.
General IT support for a company will sit on this issue for days without doing a hint of research then try to pass it off as if it were a problem with our software.
16
Posted on 3/22/19 at 11:17 am to BulldogXero
Sir what you have there is a standard ID-10t error. please reboot....
Posted on 3/22/19 at 11:26 am to BulldogXero
you about to get some clickety clack.
Posted on 3/22/19 at 11:54 am to BulldogXero
You should be able to prove this kind of stuff and get different IT management that leads to more competent IT staff......I've walked that path myself before as a software vendor.
Posted on 3/22/19 at 12:05 pm to BulldogXero
90% of IT is just CYA
Posted on 3/22/19 at 12:46 pm to BulldogXero
PICNIC (Problem In Chair Not In Computer)
Posted on 3/22/19 at 1:37 pm to BulldogXero
quote:
Is a large part of working in IT just playing the blame game?
It really depends on the tech and the scenario.
Any tech that's been trained worth a shite starts with the low-hanging fruit and works their way out from there. This often means you check your own environment first (user, PC, network) then look to the software.
We had an issue with an external system our financial and HR folks use that's provided by a completely separate group. Their system stopped broadcasting a certain .jar file that was refreshed every so often when first logging into their front-end. Without the refresh, the front-end GUI would not load and gave only a generic error message (this meant some of our users were working, some were not).
We started from the standpoint that it was on our end. Once we found the problem (and a solution) we opened a ticket with that group. No idea if it was ever truly fixed on their end (they are known for making changes without notifying anyone else).
Posted on 3/22/19 at 3:24 pm to BulldogXero
oh look, a programmer who has never seen an issue with his code....
Posted on 3/22/19 at 5:57 pm to BulldogXero
End users are dumb. They lie because they don’t want to troubleshoot, or answer in the affirmative to avoid sounding dumb when asked a question. Most issues are end user issues. No shite a reboot, or cable being unplugged.
From there you have “help desk for life” techs who are lazy and have optimized systems to keep their ticket queue clear. Not actually resolve issues.
One of the easiest ways for them to get a ticket out of their queue is to pawn it off somewhere by blaming them.
However everyone can see this, and this is why they are still on the help desk for longer than a year. Productive enough to not get fired, not ambitious enough to move on.
The rest of us moved on to admin, engineer, or management roles.
From there you have “help desk for life” techs who are lazy and have optimized systems to keep their ticket queue clear. Not actually resolve issues.
One of the easiest ways for them to get a ticket out of their queue is to pawn it off somewhere by blaming them.
However everyone can see this, and this is why they are still on the help desk for longer than a year. Productive enough to not get fired, not ambitious enough to move on.
The rest of us moved on to admin, engineer, or management roles.
This post was edited on 3/22/19 at 5:58 pm
Posted on 3/24/19 at 1:56 pm to BulldogXero
quote:
Is a large part of working in IT just playing the blame game
Not reading a word of this thread but just popped in to say YES!!!
Posted on 3/24/19 at 7:51 pm to BulldogXero
My favorite thing I hear is when you call the IT guy to detail a problem I am having with software......"Well, it shouldn't be doing that".
Well, I just told you it is.
Well, I just told you it is.
Posted on 3/24/19 at 10:35 pm to BulldogXero
Best answers are when an end user just says "it won't let me" or "it's not working" when you ask what their issue is. No mention of the errors they receive.
Posted on 3/25/19 at 6:46 am to BulldogXero
1st level tech support at the companies I've dealt with, all work from a playbook. If your problem is in the playbook, they have a sequence they run to fix it.
If your problem is not in the playbook, or if the solution in the playbook doesn't fix the problem, they typically start escalating the issue. That's where you get some variation in how companies deal with customers, and if you're dealing with a crappy organization they'll drop the ball.
Posted on 3/26/19 at 8:51 am to BulldogXero
I know this thread is 4 days old... but yes, yes it is. I've been working End-User support for 4 years now. In 2 weeks I move into back-office IT work... but yes, it's basically been 4 years of fixing PICNIC issues. 
This post was edited on 3/26/19 at 8:52 am
Posted on 3/26/19 at 11:21 am to BulldogXero
Eh.
Perhaps if you can find a company with enough bloat to keep you unnoticed.
I do run into people/groups where there is a lot of work done to prove an issue is theirs to own.
Not a normal every day experience here.
Perhaps if you can find a company with enough bloat to keep you unnoticed.
I do run into people/groups where there is a lot of work done to prove an issue is theirs to own.
Not a normal every day experience here.
Posted on 3/26/19 at 1:54 pm to BulldogXero
On the solution and implementation side of IT, commonly called engineering or architecture, we love problems. The more problems we get to fix, the better. Bring us your tired, poor, and broken. We'll fix it up real good.
Posted on 3/26/19 at 3:53 pm to BulldogXero
quote:
m
I do IT support for a PC application and it would seem to me that many times there are issues caused by no fault of the application itself but by something related to the user's PC and/or network that a simple google search of the problem would reveal.
General IT support for a company will sit on this issue for days without doing a hint of research then try to pass it off as if it were a problem with our software.
Solve and teach.
Address in writing.
Be happy.
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