Most careers carry certain unrealistic expectations. For example, every beauty pageant queen cries after winning. Every clown expertly creates balloon animals. Every technician fixes office staplers. Wait...what?
We asked MSPs on online communities like Spiceworks and Reddit which myths or misconceptions are typically associated with IT, and the vote was unanimous. Your job description needs some serious clarification. Check out some of the most ridiculous requests and assumptions below, and keep reading for suggestions on how to minimize these absurd expectations both internally and with clients. Wouldn't you prefer to save technician time and not exhaust their patience?
The IT expert
You probably have a team of very capable technicians that have experience with various programs, hardware, software, etc. That doesn't mean every tech knows everything there is to know about everything that is powered by electricity and beyond. A tech can be an expert in a particular software or operating system. Note: this may not necessarily include certifications in dishwashers, laminators, and chairs. Since all techs are expected to be experts, they are also expected to resolve the issue instantly.
It's important for all employees and end users to know the limitations and advantages of their IT department. A great time to review what is to be expected of your team of technicians is during onboarding and/or quarterly check-ins. Here are some responses from techs who agree:
The go-to person for EVERYTHING
Along the same lines and contrary to popular belief, a technician isn't the office handyman or emergency point of contact. We had one tech respondent talk about how he was called to put a fire out, before 911 was ever alerted. Here are some equally worrisome responses:
We're not friends
I am sure every tech is familiar with special requests that are sometimes not even work-related. Often, techs are asked to help reduce employee productivity by evading blocked websites and such. On the other hand, some co-workers know how to win their tech department and one even bargained with grilled cheeses and coffee. No matter how much interaction you have with your techs, they're someone you want in your corner. Just don't take advantage of their services.
The most immediate solution is to create a plan to educate employees and end users with the information they need to not only save your techs' time, but also to emphasize the importance of security. While many of these examples were extreme cases of people not understanding what IT departments do, many employees also mistakenly assume that IT alone is responsible for a company's security. MSPs can't do it alone. Your end users have to be aware of everything that's happening behind the scenes.
To check out the rest of the incredible responses, check out the following links:
Once again, thank you to all who participated. Feel free to continue the conversation and share your feedback below!
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By Gretchen Hoffman
By Gretchen Hoffman