Production Impact is something that is highly overlooked by Tech Support. Desktop Support, What is Production Impact and How to minimize or prevent it?
Sometimes, we get these trouble tickets that are very vague and you simply don’t know what is going on until you speak with the user. The problem lies with the fact that user didn’t provide enough information in order to resolve the issue in a timely manner.
Another problem is that users sometimes speak of missing files/data that they simply cannot find on their own… This is not a computer problem, this is a user problem. Laziness and sometimes lack of proper training leads to huge waste of time. In the nutshell this becomes a production impacting situation for IT department.
Let’s go back to laziness…some users are used to having IT people guide them in every step of the way, when it comes to simple tasks like navigation. Again, not a problem with PC, but with user.
You would not believe on how many times I’ve had a person in random positions not know how to navigate through windows.
For example; Me: “Can you please select X button to close the windows?” User: “Where is that?”.
Me: Hello, I have your ticket about this software issue.
Me: Just wanted to let you know that I’m working on this as fast as possible.
User: Okay, ty.
Me: Unfortunately, the information you’ve provided is not accurate. Can you please confirm the computer name…
User: “sends the correct pc name”
Me: Thank you, I found the problem. It will be fixed shortly.
Me: Your software should work now. Please check and let me know if everything is okay.
User: I am doing something else now… I will check later…
Many hours later still no reply. Must have not been so important that it required immediate attention. These types of requests happen all the time. “I need this done immediately!” “I need this done ASAP!”.
How do you deal with such situations?
The simple answer is you don’t… Your part is done, move on.
Just let it go and go about your day as if nothing happened.
We don’t fix people, we fix computers. 🙂
I know that I do not have to have soft ware for this but I can not find it on my system and I know that I had it Oli.