Wednesday, January 19, 2011

I know, let's have the IT guy do it!

I was recently asked to add users to our computer system. This requires me to add users to the login system, give them email addresses, add them to our ERP and data management systems, provision the computer with the proper rights for that user, and finally setting up their accounts under their user profile. This process doesn't take a whole lot of time but it takes thought and planning to execute.

Once I verify that everything is setup properly (for the user and the computer), it is my assumption that the supervisor will take over and make sure the users know what they need to know. After operating this way for a couple years I was informed (by the users' supervisor)  that this assumption is incorrect. The supervisor told me that the users had no previous computer experience and that it was my responsibility to show them how to log into and use the system.

I understand the argument but I feel that it's being used as an excuse to hand off responsibility (this isn't an isolated incident; this type of thing happens a lot in every company). Why can't a supervisor (someone who is familiar with computers and is familiar with the users' new role) show someone how to press alt+ctrl+del, type a password, move the cursor to the "Outlook" icon and double-click the mouse?

If someone needed training on Microsoft Access or how to manipulate files or data in our PDM system then I wouldn't give this request a second thought. But please take responsibility for your subordinates (and yourself). If they need to learn something and you have the knowledge and the capability to do so… train them. Don't pawn your job off on the IT guy.

Friday, January 7, 2011

Let's blame the IT guy

I understand the reality that everything that goes wrong is the IT guy's fault; but I just 'realized' it today.

If a server goes down, a network switch dies, computers run slow, etc… it's my fault. Even if I've done all the preventative maintenance that I can… it's my fault. I know what I signed up for when I took this job. What I didn't sign up for is people blaming me because I don't do their job for them.

I was recently approached by a colleague who prefaced their question with 'I've been wanting to ask you a question for weeks but just haven't gotten around to it...' I assumed this implied 'My question isn't urgent but I would like to know the answer. The next time you have a few minutes would you please help me understand something?' I cordially said that I was currently swamped but would come to her office when I had a few minutes.

My assumption was incorrect. She sought me out every hour asking if I'd forgotten about her. As I would walk around the office people would ask me if she had found me yet and that she was looking for me. I soon learned that she had been under the gun for several weeks on a project and had just been pulled to the mat (so to speak). I was now the excuse as to why she couldn't get her work done. It was my fault that she couldn't turn the project in on time.

When she came to me again around 4:30 she told me what her issue was; she was unable to locate a file that she needed. I told her to tell me where the last known whereabouts were and I would find the file. Two days later I get an email with a file location. 30 seconds later I responded to her email with the new location of the file (thank you Windows Indexing Service).

I realize that I have control over a lot of systems at my workplace and am paid to keep them up and running. Sometimes things are out of my control and fall apart. But please, understand that I have a job to do just as you. If you need something from me I will do my best to fulfill your request in a timely manner. But don't put off your job, get with me right before it's crunch-time and expect me to do your job for you. Also, don't blame me if you don't do your job.