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How is your work relationship with users?

Discussion in 'The Lounge - Off Topic' started by Apexes, Mar 21, 2011.

  1. Apexes

    Apexes Gigabyte Poster

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    This is a curious one for me, i've always tried my absolute best to help anyone with IT related issues.

    Now i know there is the common divide between IT Staff and Users - but it's never really all that bad - except some

    To which i politely replied (biting my tongue as i did) - No, you'll get a laptop with specs that i see fit for your work - Worded more diplomatically and nicer than that lol

    So he goes above my head, and has authorized a new Dell laptop costing just short of 2k, about 1300 quid above what needed to be spent - and it's the IT budget, not the departments!

    Do any of you work in a corporate enviornment looking after users? If so what is your working relationship like, and do you get crap like the above aswell?
     
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  2. greenbrucelee
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    greenbrucelee Zettabyte Poster

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    Most of the people I work with do what I say because they wouldn't like me when I am angry :D

    I had someone recently say get me a laptop that doesn't give me BSODs, I said the reeason you are getting blue screens of death is because your ****ing it up you tit and the blue screen is telling you that you shouldn't be let near a computer because your a tool :D Never heard from the guy since :D
     
    Last edited: Mar 21, 2011
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  3. nugget
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    nugget Junior toady

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    If that's how you treat your users then I'm glad I don't work in the same company as you because I'd be ashamed to be associated with you in any way.:dry



    Well, that might be a part of the problem. Who are you to say what is fit for their work? It's not really your decision to say what they get or not get, unless you are in charge of the decision making for the IT department. That said, you should have a policy of standard pc/laptop equipment that is valid for everyone and if someone needs to have something special then they have to justify their reasons for it.

    What you need to do is talk with them to get their reasons and find out what specs are needed and tell them that you're working on it. Then you go to your boss (the decision maker), explain everything for and against (just the facts) and let him make the decision. Then you can go back to the user and tell him that the request has been denied from higher up.

    Usually the IT decision maker has a lot of clout and will make it stick, even if the guy complains. You've done it the right way by your boss and the guy is not angry at you because you tried to help him.



    If the guy is higher up the chain than you then you screwed up the whole process; see above. If the guy is lower on the chain than you then you screwed up the whole process; see above.
     
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  4. danielno8

    danielno8 Gigabyte Poster

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    Attitude like that will not get you very far in IT mate.
     
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  5. greenbrucelee
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    greenbrucelee Zettabyte Poster

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    Nah its only the sales reps I treat like that, their lifespan is only 3 months anyway. :)

    Hasn't done me any harm so far :)
     
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  6. Apexes

    Apexes Gigabyte Poster

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    :blink

    I could argue every point you've raised there, but i won't because it'll be a pointless debate - everywhere operates differently

    I was merely opening the thread to ask how other IT guys get on with their users as a general topic & working relationships - thanks for the inspiring words of optimism there... nevermind
     
    Last edited: Mar 21, 2011
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  7. Sparky
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    Sparky Zettabyte Poster Moderator

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    Do you get to spec the laptop mate or is it done by IT management?
     
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  8. Apexes

    Apexes Gigabyte Poster

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    Yeah usual routine we go down is a standard laptop for certain work, which is what this chap met, the spec laptop he's got (dual quad core, 8gb ram, SSD Drive, plus many more shiny's) is waaaaaay over for what he actually needs to use the laptop for, hence me trying to say to him that he doesn't need it, and we could save some cash.

    We've got 3 different models which we can buy, and have been approved by director's etc - and we determine the spec they'll need to run, and choose the appropriate one.

    I guess this is probably something all IT workforces face when it comes to that one person who has to have the top spec of everything! :mrgreen:
     
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  9. Sparky
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    Sparky Zettabyte Poster Moderator

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    Yup – is a pain in the ar5e.

    I get the same at work for the smaller customers. I spec up say 10 laptops for a customer and then they go to PC world and buy 10 wrong laptops.

    Ends up they need the OS changed etc. etc. to get them working properly and they generally fall to bits after a year. All this to save a few quid on the original laptops.
     
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  10. BosonMichael
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    BosonMichael Yottabyte Poster

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    That's why GreenBruceLee is green.
     
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  11. JonnyMX

    JonnyMX Petabyte Poster

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    Ooh yes.

    Try working for an SME with no real rules, procedures, SLAs, clear heirachy or knowledge of IT.

    They know they want zero downtime, but don't want to pay for an expensive disaster recovery measure.
    They know they don't want security compromised, but don't want to have to change their password every month, to anything more complex than their dog's name.
    They know that data protection is important, but can't we just give all the sales guys laptops and USB sticks? It would boost sales, you know.
    They appreciate that preventative maintenance may well be important to you, but given the zero downtime rule above, and the ban on overtime, it's going to be tough (for you).

    And, well, Blackberrys are cool, aren't they? I don't think we can run a business without Blackberrys. They've all got them at the golf club. Sort it out, would you? No, you can't have one. If something bad happens when you're on a day off, we'll call you on your mobile.

    :rolleyes:
     
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  12. zebulebu

    zebulebu Terabyte Poster

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    Don't talk to 'em, and couldn't give a f*** about 'em :)

    But seriously - I have to backfill support where I work - some of the lUsers are an absolute PITA, but it comes with the territory. If a machine is BSODing, then it needs investigating and either remedying or replacing. If someone goes over your head and spends the company's money, then why should you care? If it bothers you that much, put imaging in place - with standard images for standard models. That way, when he tells you he wants a super-duper-m****rf****r of a laptop, you can just deny it because it isn't part of your standard builds. And if it comes out of the IT department budget, then either you or your manager needs the stones to question it with finance.
     
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  13. greenbrucelee
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    greenbrucelee Zettabyte Poster

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    You just made me choke on my naan bread.:biggrin
     
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  14. greenbrucelee
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    greenbrucelee Zettabyte Poster

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    Correct :D
     
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  15. nugget
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    nugget Junior toady

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    Ah, you didn't it was sales reps. In that case.........



    Sorry if you got the wrong impression but I wasn't having a go at you. I just wanted to point out that you could have handled it a bit differently and worked with the user (no matter what you think of him).



    I didn't know you worked for the same company as I do!:twisted:
     
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  16. JonnyMX

    JonnyMX Petabyte Poster

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    JEMMA, IS THAT YOU?

    LOL!

    :biggrin
     
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  17. Arroryn
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    An interesting topic :)

    I work for what can be considered a reasonably small to medium corporate (in the grand scheme of things) but because, as Zeb has pointed out, we use imaging for our machines, the users are given what we tell them they can have, no matter what they think they need.

    We have had users in the past that have looked at new shiny things and gone "we want those... now". I've flat panned them no with the corporate standard and, in the main, I get listened to. Those that didn't listen got pointed in the direction of my manager, who also has the brass knuckles to tell them to do one :)

    Times are still tight : if there's no need to splash the cash, why let them? If I had a user that wanted to spend 3 x more on a lappy than I knew they needed, I'd be pulling out my customer service stops to convince them otherwise.

    That being said, because as I said the business is still reasonably small for a corporate (500 users for me) pretty much everyone that calls through the desk knows me, so it's easier to negotiate (or at least have a reasonable conversation). The bigger the company gets, the harder it gets. Swings and roundabouts I suppose :)
     
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  18. Sparky
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    Sparky Zettabyte Poster Moderator

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    Also it depends if senior management support what the IT department is doing.

    For example I revised a company’s security policy to only have company handheld devices using active sync but after a few weeks some people had bought their own iPhones and wanted to configure them to use email. The management basically said “just give them it” so now the users have their own phones connecting to the company network.

    It’s generally easier to push a standard build etc. through in a bigger organisation from what I have experienced.
     
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  19. GSteer

    GSteer Megabyte Poster

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    Nod Nod.

    Now work in the SMB support environment where you have hundreds of clients all with similar requirements to the above, it's a big juggling act. Luckily a lot more companies over here in Vancouver seem to heed our advice than back in the UK.
     
    Last edited: Mar 22, 2011
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