[ARCHIVED THREAD] - IT work... (Page 1 of 3)
Posted: 10/26/2011 8:30:41 AM EDT
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a trouble ticket that just came in... "I created a huge very inclusive order list, on Tuesday October 18. When I returned yesterday, it was gone. It was named Order List or Unit order list or something smart like that. We had our PC worked on since that... HELP ME" " on a side note, since working in a hospital, is it normal to expect and plan for zombies every time a door opens? |
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a trouble ticket that just came in... I created a huge very inclusive order list, on Tuesday October 18. When I returned yesterday, it was gone. It was named Order List or Unit order list or something smart like that. We had our PC worked on since that... HELP ME on a side note, since working in a hospital, is it normal to expect and plan for zombies every time a door opens? yes |
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Your ticketing system should have a copy of the ticket in there. Call your ticketing systems support and they should be able to help you recover it. To be honest I've never had this happen to me. What ticketing system do you use? I think that WAS the ticket.  
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Quoted: Quoted: Your ticketing system should have a copy of the ticket in there. Call your ticketing systems support and they should be able to help you recover it. To be honest I've never had this happen to me. What ticketing system do you use? I think that WAS the ticket. ya... she lost her shit and wants us to find it... |
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Your ticketing system should have a copy of the ticket in there. Call your ticketing systems support and they should be able to help you recover it. To be honest I've never had this happen to me. What ticketing system do you use? I think that WAS the ticket. ya... she lost her shit and wants us to find it... When ever I get requests like that I always think (and sometimes say to the client) "if you set your car keys down in your office would you put in a ticket for help when you couldn't find them later?" "Yeah, this is the same theory." |
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I feel the OP's pain. I am in the unique position of doing both IT work and software development. IT work is horrifying. I was always a bit introverted and distrustful of people's motivations before.
Now I fucking HATE almost everyone. IT work will destroy your soul. It will make you hate humanity with enough fire to melt steel. |
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Ah the joys of dealing with users and their "problems." You know, if it weren't for users I would absolutely LOVE the IT field. Some of them are pretty good in trying to find out what they did wrong, but there are those who I keep telling the same thing to, time after time and they just don't get it. I call them Democrats. 
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Do you guys allow users to save files locally? It mentions their computer being "worked on". Hope they didn't replace/wipe the hard drive...
We only allow users to save to network storage in our environment. And yes, I go to work every day expecting a zombie outbreak... |
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Ah the joys of dealing with users and their "problems." You know, if it weren't for users I would absolutely LOVE the IT field. Some of them are pretty good in trying to find out what they did wrong, but there are those who I keep telling the same thing to, time after time and they just don't get it. I call them Democrats. At some point it becomes a management issue. I have no problems training users but, if I have to go to the same office for the same problem more than 3 or 4 times I'll usually go their supervisor and suggest they need to be re-trained or that their processes need to be evaluated. I've been doing this long enough to have really lost any sort of empathy for the willfully ignorant. |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... |
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User: I lost a file! Admin: Where was it? User: I don't remember! Admin: What was it named? User: I don't remember! Admin: Um, I really need some more information to try to find your file. User: Don't you know where all my stuff is? Admin: I have 40 terabytes of information on this network. I don't know where every single file is. User: Why Not!?!? Admin:    I have had this exact conversation multiple times. Multiple DOZENS of times. |
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a trouble ticket that just came in... "I created a huge very inclusive order list, on Tuesday October 18. When I returned yesterday, it was gone. It was named Order List or Unit order list or something smart like that. We had our PC worked on since that... HELP ME" "
on a side note, since working in a hospital, is it normal to expect and plan for zombies every time a door opens? please do the needful |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... The problem is not that IT departments dislike helping users with problems or that pulling files from tape/array is beneath us. The problem arises when the user is the ONLY person who can fix it or provide enough useful data to allow us to do our jobs. Sending me an e-mail with a description of an issue which sounds like "hey I created a file but I don't know if or where I saved it, come find it for me" is worthy of derision and disdain. While I AM paid to service the infrastructure, I am NOT paid to teach people how to their fucking jobs. Even if that jobs requires the use of a computer. |
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Quoted: Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... Actually, my job is not to help users. It's to maintain an environment where you can do you work and deploy software and systems to help my organization succeed.... Now, I don't mind recovering accidentally deleted files. I'll go above and beyond to help users do all sorts of stuff. But when I've helped you recover "A file" stored "somewhere" multiple times in a single week (usually that's not deleted, just misplaced) it's making it rather difficult for me to do my actual jobs. The existence of an IT department is not a reason for you to choose to deliberately remain completely ignorant about basic computer operation, or decide that you are somehow excused from following policy because you see yourself as the most important person in the company, at the expense of the company itself. |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... The problem is not that IT departments dislike helping users with problems or that pulling files from tape/array is beneath us. The problem arises when the user is the ONLY person who can fix it or provide enough useful data to allow us to do our jobs. Sending me an e-mail with a description of an issue which sounds like "hey I created a file but I don't know if or where I saved it, come find it for me" is worthy of derision and disdain. While I AM paid to service the infrastructure, I am NOT paid to teach people how to their fucking jobs. Even if that jobs requires the use of a computer. This is why IT support comes out of India these days. Americans have rightly determined that they aren't paid well enough to answer these sort of willfully stupid questions on a daily basis. So we all move into development, network engineering, or DBA. The only reason I do any IT at all is because our company is small enough that we can't afford both a developers and IT people, so I do both. It's only half my job description, which is about half too much. |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... Actually, my job is not to help users. It's to maintain an environment where you can do you work and deploy software and systems to help my organization succeed.... Now, I don't mind recovering accidentally deleted files. I'll go above and beyond to help users do all sorts of stuff. But when I've helped you recover "A file" stored "somewhere" multiple times in a single week (usually that's not deleted, just misplaced) it's making it rather difficult for me to do my actual jobs. The existence of an IT department is not a reason for you to choose to deliberately remain completely ignorant about basic computer operation, or decide that you are somehow excused from following policy because you see yourself as the most important person in the company, at the expense of the company itself. I would like to subscribe to your newsletter. |
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Quoted: Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... I tell my techs this while interviewing. If they start to forget this, I tell them again, third time they are out on their ass to go work for Best Buy or some bullshit. I like to call it "releasing them to the industry".  I have about 50% interface with end users now, and I remind myself that they are not experts and to have patience. If they are so fucking stupid that I cannot take it, I tell them I will call them back when I have a solution in a few minutes. Then I calm the fuck down and call them back and figure it out. If the conversation is not on the phone and in person, bite down and deal with it. Gotta diffuse stupid, angry people before they rile you up. Most people are pretty self sufficient if you know how to deal with them and explain things on a level that makes sense to them. If you cannot handle dealing with people, do the rest of us a favor and get the fuck out ot IT. |
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I hate IT work but I'm not qualified to do anything else.  Go back to school. Whatever it costs you, it's worth it. Meh, for the most part I actually enjoy IT work. I like customer service, helping people and solving problems. I'm also still a geek after almost 20 years in the field so, it's almost like I get to do my hobby for a living. I will say this, though, IT work is NOT for everyone and many of the people doing it for a living aren't cut out for the gig. |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... Helping users sucks ass, if you think otherwise it has been far too long since you have had to do it. I have no problems recovering a file, but tell me where the file was saved, what it was named and when you last accessed it so I know what in the world I am looking for. Just screaming because "a file is gone" does zero good. Case in point, there is a person high up in the management of my current company that has deleted every single one of his contacts FOUR times in the last year. That shit is not an accident and it is in no way, shape or form a single click issue. He is just a fucking idiot. Having to deal with this kind of willful ignorance keeps me from deploying new servers, adding more storage, fixing actual hardware issues on end user machines, replacing end user machines, dealing with VOIP issues, network issues as a whole or any of the other countless things I do every day. Take the user above for example, doing that kind of silly shit once means I restore his contacts and laugh about it. Doing it 4 times means he needs to learn how to use a damn computer. It really is that simple and that basic of an issue. This same user gets pissy when I refuse to go to his HOUSE and fix his home shit. So yes, there is some IT things that I have done a million times to save a user from their own stupidity that I really do consider as beneath me. |
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Quoted: Quoted: Quoted: I hate IT work but I'm not qualified to do anything else. Go back to school. Whatever it costs you, it's worth it. Meh, for the most part I actually enjoy IT work. I like customer service, helping people and solving problems. I'm also still a geek after almost 20 years in the field so, it's almost like I get to do my hobby for a living. I will say this, though, IT work is NOT for everyone and many of the people doing it for a living aren't cut out for the gig. Couldn't say it better. |
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Quoted: Quoted: Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... Case in point, there is a person high up in the management of my current company that has deleted every single one of his contacts FOUR times in the last year. That shit is not an accident and it is in no way, shape or form a single click issue. He is just a fucking idiot. How about you be smarter and set it up so he cannot do this anymore? See the above post about how some people should not be working in this field. |
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I hate IT work but I'm not qualified to do anything else. Go back to school. Whatever it costs you, it's worth it. Meh, for the most part I actually enjoy IT work. I like customer service, helping people and solving problems. I'm also still a geek after almost 20 years in the field so, it's almost like I get to do my hobby for a living. I will say this, though, IT work is NOT for everyone and many of the people doing it for a living aren't cut out for the gig. I've seen a lot of ITINO.. IT in name only.. it guys that can't find their ass with both hands.. Ive seen lUsers and Ive seen ITINO's Just a whole lot O stupid out there.. |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... Case in point, there is a person high up in the management of my current company that has deleted every single one of his contacts FOUR times in the last year. That shit is not an accident and it is in no way, shape or form a single click issue. He is just a fucking idiot. How about you be smarter and set it up so he cannot do this anymore?
See the above post about how some people should not be working in this field. I would love to. Everything I have put into place to keep him from doing this, also keeps him from deleting single contacts and he complains even more. Trust me, I want out of this field. End users annoy me. I recognize that I am burnt out and that I am doing a disservice to my employer, I am looking for my next place to jump. |
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Quoted: a trouble ticket that just came in... "I created a huge very inclusive order list, on Tuesday October 18. When I returned yesterday, it was gone. It was named Order List or Unit order list or something smart like that. We had our PC worked on since that... HELP ME" " on a side note, since working in a hospital, is it normal to expect and plan for zombies every time a door opens? Get those once in awhile. "My document is gone!" What it's name was, where it was originally located...they have no clue. How am I supposed to find it or restore it (if it was on the network)? Hey, dumbasses, "Find" works just as good for you as it does for me Idiots = job security |
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a trouble ticket that just came in... "I created a huge very inclusive order list, on Tuesday October 18. When I returned yesterday, it was gone. It was named Order List or Unit order list or something smart like that. We had our PC worked on since that... HELP ME" "
on a side note, since working in a hospital, is it normal to expect and plan for zombies every time a door opens? please do the needful I had to do the needful yesterday.
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I hate IT work but I'm not qualified to do anything else. Go back to school. Whatever it costs you, it's worth it. Meh, for the most part I actually enjoy IT work. I like customer service, helping people and solving problems. I'm also still a geek after almost 20 years in the field so, it's almost like I get to do my hobby for a living. I will say this, though, IT work is NOT for everyone and many of the people doing it for a living aren't cut out for the gig. I'm pretty good at what I do. I constantly get showered with praise by the rest of the company. I used to enjoy doing computer related stuff, but doing it professionally has completely ruined that for me. The thing is, most people are perfectly reasonable. There are always at least one or two, however, that just fuck up everything. Fortunately, management here is pretty smart about this. Those people don't usually last long before they're seeking other employment. Still, giving how often my patience is tried by those few special ones, I'm likely to be dead of a heart attack by the time I'm 45. I've literally seen that happen more than once, and that's why I just can't recommend people go into this part of the field. It's unhealthy. It can literally put you into your grave. Take this for example, a website of funny tech support calls: http://funny2.com/computer.htm That was put out there to be funny. Problem is, it ain't funny to me anymore. |
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Quoted: Quoted: Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... I tell my techs this while interviewing. If they start to forget this, I tell them again, third time they are out on their ass to go work for Best Buy or some bullshit. I like to call it "releasing them to the industry". I have about 50% interface with end users now, and I remind myself that they are not experts and to have patience. If they are so fucking stupid that I cannot take it, I tell them I will call them back when I have a solution in a few minutes. Then I calm the fuck down and call them back and figure it out. If the conversation is not on the phone and in person, bite down and deal with it. Gotta diffuse stupid, angry people before they rile you up. Most people are pretty self sufficient if you know how to deal with them and explain things on a level that makes sense to them. If you cannot handle dealing with people, do the rest of us a favor and get the fuck out ot IT. User support techs are paid to do that, at least to some degree. Part of the job is dealing with the same stupid shit over and over again. It's the grunt work of IT. The problem is when certain elements of the user community start to think that the entire IT organization exists only to allow them to remain ignorant, or to do their jobs when some aspect of it becomes mildly technical. The user support component is only one part of what we do. And it's really a small part.... |
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Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... The problem is not that IT departments dislike helping users with problems or that pulling files from tape/array is beneath us. The problem arises when the user is the ONLY person who can fix it or provide enough useful data to allow us to do our jobs. Sending me an e-mail with a description of an issue which sounds like "hey I created a file but I don't know if or where I saved it, come find it for me" is worthy of derision and disdain. While I AM paid to service the infrastructure, I am NOT paid to teach people how to their fucking jobs. Even if that jobs requires the use of a computer. This^ People make mistakes and that is completely understandable. However, to keep making the same mistake over and over again is not going to make your IT happy. Your adding to their workload and from their point of view it's for no reason. It is your IT's job to help with that and if they are not then you need to get new IT. But you can't expect them not to bitch when they have to hold hands and wipe asses. Nothing personal by the way. |
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Quoted: Quoted: Quoted: Back when I was in executive management (~100 person company), I had had to 'correct' our IT folks many times about their arrogance and attitude towards other employees. Myopia runs amok in many IT departments. Instead of bitching, consider 'stupid users' your meal ticket. I could tell who was going to have a great career, and who was quickly going to get bitter and never advance regardless of skills. It's the business's infrastructure, not yours, you are paid to manage it. You don't have to sell, assure cash flow, manage production, deal with customers, legal, etc... I'll guarantee you that nobody who has been in a multiple week long RFP/Presentation effort, in addition to their regular duties has any sympathy for you having to pull a few accidentally deleted files from the backups. Something to think about... I tell my techs this while interviewing. If they start to forget this, I tell them again, third time they are out on their ass to go work for Best Buy or some bullshit. I like to call it "releasing them to the industry". I have about 50% interface with end users now, and I remind myself that they are not experts and to have patience. If they are so fucking stupid that I cannot take it, I tell them I will call them back when I have a solution in a few minutes. Then I calm the fuck down and call them back and figure it out. If the conversation is not on the phone and in person, bite down and deal with it. Gotta diffuse stupid, angry people before they rile you up. Most people are pretty self sufficient if you know how to deal with them and explain things on a level that makes sense to them. If you cannot handle dealing with people, do the rest of us a favor and get the fuck out ot IT. User support techs are paid to do that, at least to some degree. Part of the job is dealing with the same stupid shit over and over again. It's the grunt work of IT. The problem is when certain elements of the user community start to think that the entire IT organization exists only to allow them to remain ignorant, or to do their jobs when some aspect of it becomes mildly technical. The user support component is only one part of what we do. And it's really a small part.... At that point comes what I call the outreach mission, to teach people what they are doing wrong so they don't do it again, and again. They quickly realize that they need to change their behavior when support for the same thing starts coming more slowly over time. |