Tales from Tech Support

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Ask me for help, never respond to my questions, then complain when the issue doesn't get resolved (lemmy.world)

submitted 5 months ago by BilliamBoberts@lemmy.world to c/talesfromtechsupport@lemmy.world

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Why do users hit me up on teams to ask me to help them with something, and when I ask if they are available for me to stop by, they ignore me? Then I go on about my day, and my manager comes to me later saying they complained that I never showed up to help them. Am I missing some unspoken rule of modern american office culture?

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[–] slazer2au@lemmy.world 4 points 5 months ago* (last edited 5 months ago)

Get a ticketing system. If you have one then stick to "no ticket, problem doesn't exist."

If you don't have one get one. If users are ignoring you trying to help them that is on them.

Some employees will use IT as en excuse to delay work because there is a global culture of "IT is looking into it" = not my fault for my work not being done.

[–] nokturne213@sopuli.xyz 0 points 5 months ago (1 children)

Maybe do not ask if they are available and just say you are otw and then show up?

[–] BilliamBoberts@lemmy.world 1 points 5 months ago (1 children)

But then they are sometimes in a meeting or working from home. I just want to confirm they are available before I waste my time. Do people normally just walk down to the other person's desk without confirming they are there and available? Why ask me for help now if you're not now ready for ne to assist?

[–] Mesophar@lemm.ee 1 points 5 months ago

Just document, document, document. Cover your own ass. If they don't get back to you through teams or email, document that you asked for time they are available for you to assist but never heard back. If you do decided to go walk to their desk and they are either unavailable or working from home, document that you attempted. This way it becomes their problem or their manager's problem if they complain about it.