... computer problems? Brain off and help desk call! Etwas, woran ich mich bei meinem Job als IT-Supporter wahrscheinlich nie gewöhnen werde, ist die Bereitschaft des Users, sofort sein Hirn auszuschalten, sobald er mit einer Fehlermeldung (oder was er dafür hält) seines Computers konfrontiert wird.
Ich werfe dem User dabei gar nicht vor, dass er keine Lust hat, monatelang Handbücher und Foren zu durchkämmen, um seinen PC besser verstehen zu können. Aber ich werfe ihm vor, dass er oft gar keine Bereitschaft zeigt, irgend etwas hinzulernen zu wollen. Erschwerend kommt hinzu, wenn er proaktive Informationsmails seines HelpDesk ignoriert und darauf auch noch stolz ist.
Beispiel 1: Wir müssen ein neues Release unseres SAP-Programms verteilen, weil das Bisherige zum Einen nicht mehr vom Hersteller unterstützt wird und zum Anderen nicht die Funktionalitäten bietet, die die Konzernleitung wünscht. Also schnürt unsere Fachabteilung ein Installationspaket, welches dem User direkt nach dem Einloggen am PC automatisch zugewiesen wird. 3x hat er die Möglichkeit, diese Installation abzulehnen, danach wird es "zwangsweise installiert". Natürlich kündigen wir das mit ausreichendem Vorlauf 2 x an. Das erste Mal 14 Tage vor dem Start, das zweite Mal 3 Tage vorher. Und: Wir markieren diese Mail mit "Hoher Priorität" and give her a corresponding subject line. In addition, we put this information into the intranet. So what happened
after 4 Log of the user? True, the program is installed - but it's still something. He is calling to get a to complain), "that something is installed or b) to ask" what is being installed. " It was no use, it should be pointed out that he was about 2x but informed by mail and makes your know: "I get so many emails a day, which I can not always read them all!" (That he should let you know once its boss, the occasion of his interview told otherwise specified) or "Put the case, I have the ? Not read mail, now what "I wonder how he would react if I told him:" You know, I get so many calls a day, you, I can not even listen to "
These people do not care that they form the telephone queue up or extend, thereby ensuring that users get away with real computer problems any more. You may not care that they are among the approximately 30% of all users who basically ALL mails from IT . please ignore is that 30% of 3000 represent a sufficiently large amount to do to get through to us impossible - and not just to mess up our service levels, but our mood
. Of course there are for installations sometimes errors and crashes: Example 2. Usually the reason is that a user has ruined his tool by incompetent treatment already so that Windows simplest routines can no longer work. Sometimes you have to install but also easy to disassemble just in 2 steps so that they will resume automatically after a reboot. For such cases, our department shows some creativity and write error messages that should be self-explanatory. For example, this: "Warning: The XYZ program has not been fully installed, but this will happen automatically right after a restart you do not.. bei Ihrem HelpDesk anrufen. Klicken Sie auf
OK, um Ihren Computer jetzt neu zu starten und die Installation nach dem Neustart fortzusetzen." Die entsprechenden Kollegen wollten mir nicht glauben, dass mehr als 80% aller User, die diese Meldung überhaupt zu Gesicht bekamen, bei uns anriefen: "Ich hab da so ne Fehlermeldung, dass da was nicht installiert wurde!". "Ja, welche Meldung denn genau?". "Äh, da steht, dass ich Sie nicht anzurufen brauche." Na dann ...
Beispiel 3: User vergessen gerne ihre Passwörter. Das ist menschlich und muss man ihnen nicht vorwerfen. Naja, manchen schon. Zum Beispiel denen, die 5x pro Woche anrufen, weil sie ihr SAP-Passwort have forgotten. For those users, especially a small intranet site was set up where they need only enter their email address - then you will automatically receive a new password via email. The link to this intranet site, we send them up to 5 times a week. That in this mail a little extra is illustrated instructions on how to set a bookmark to this site (or the browser "Favorites") can be ignored just like to note that this mail is to cancel please if you need the links in the future again. Why should they? The HelpDesk is, after all "paid for calls"
Example 4: Our information are in software training and the extensive e-learning offer many standards with "It pays not my boss!" or "For so I have no time!" abgeschmettert. So a user can show each time from new, how it fits in Word, a spreadsheet, conditional formatting in Excel or Powerpoint enters an animation (by the way should be banned on pain of dismissal!) Defined. Our extensive FAQs that we are on the intranet to be used as little as the built-in program support. In fact, I have often experienced this: I turn on my computer of the user, then click in his Word to the menu item "Help" and enter search text as "table" one. Immediately jump forward to a the results and the Erklärungs-/Hilfe-Texte. But instead of one. "Ah, great then I can look up so the next time itself," I hear this: "Yes, and What is it now?" Aghast I tell the user: "Uh, I can read it to you" "Yes, that's nice! It sounds from the handset. And while I do this and I cling to the idea that my son has always liked it, too, when I read to him some, I know that I would not have done the last time on this user.
Once again: No one shall be an average computer users are demanding that he get a comprehensive IT know-how appropriates. But before I transport goods as a truck driver from A to B, I go to a driving school. Before I apply as a craftsman, I should be able to distinguish a hammer of a gun. (For example, I would not know anything about cars, but I still very stupid if I would not show in my auto repair shop for the 5th time, where filling with water spray, and measures the oil level). So: who do his office job with a PC, should at least be willing to learn something about it and not turn every little incident of his brain and to call its help desk. Especially not if it by 5 Times a week asking the same thing and it still laughs. Most laughs namely it alone. Even worse, however, are the ones that are too aggressive and verbally abusive. Since then laughs namely none at all.
