Only YOU can save them

Every so often, one of us on the IT team will deal with a user who is convinced that there is only one particular person that can solve their problem. No-one else will do. If the user calls and their saviour isn’t available, they won’t even explain the problem, save for perhaps some cryptic message about how the problem involves salami. Eventually, their problem will turn out to be that they had Num Lock turned off.

I’ve personally delivered training to a lot of the staff about the reasons we always ask people to raise a ticket for the their problems. One of the reasons is so that anyone on the IT team can pick up the problem, and that doesn’t just mean that anyone can attempt to fix it. It also means that after the fact, everyone can see the details of what the problem was and how it was fixed, so that they will know exactly what to do next time.

Sadly, the magical nature of this system remains a mystery to some of the people we support, and they remain convinced that only a single soul amongst us will understand why their Num Lock key has been replaced with an imaginary piece of spiced sausage product. For those people, here’s a newsflash: none of us really understands your crazy problem, so really, we’re all equally qualified to call the men in white coats for you.

About The Angry Technician

The Angry Technician is an experienced IT professional in the UK education sector. Normally found in various states of annoyance on his blog. All views are those of his imaginary pet dog, Howard.
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