10 user complaints about IT support

Source:Tech Republic
Apr 25 12:21 PM

Being a support pro can entail a fairly high level of aggravation, some (maybe a lot) of which can be laid at the doorstep of the very customer you serve: the end user. But IT pro Becky Roberts advocates taking a step back occasionally and considering the situation from the user's perspective.

The issue of complaints and their resolution is a perennially hot topic in the virtual world of TechRepublic, with views expressed about the peeves of an IT manager and a support tech and complaints about CIOs. But nowhere in all these discussions have the most important people in our universe--our users--been given a voice.

In an attempt to redress this imbalance and put our own complaints in perspective, I took the liberty of asking my users to provide me with their complaints about us, the IT professionals. So here, in no particular order, are my users' grievances, together with a few thoughts about how they might be addressed and/or how they could have been avoided.

#1: Applications and hardware that don't work
#2: Inconsistency of WiFi configurations
#3: Slow computer/network
#4: Frequently required password changes
#5: Not being administrators of their machines
#6: Spam filtering
#7: Restricted Web access
#8: Not being allowed to use company computers for personal use
#9: Unresponsiveness of the IT department
#10: Arrogance of the IT department