Why everyone loves to hate the IT department

Traffic wardens, tax collectors, lawyers, journalists… the list of occupations that people truly dislike has got a new addition – IT support staff.

Everyone hates the IT department, but why? IT support is after all designed to help and support people. There is a widespread belief that IT isn’t really that important, however that can’t be true because of the fact that companies need IT to function. IT support is the first department to be blamed when something goes wrong, and the last to be credited for success.

IT is seen as a bit of a dark art and the IT department often takes pleasure in being different. However, when IT support is called upon to work their magic, this is where the hostility starts. The scenario is a common one: a customer’s desktop has collapsed under a pile of different error messages (none of which they have bothered to write down) and they’ve just repeatedly clicked OK.

The customer waits for a couple of hours with no response from IT support and eventually calls to figure out what’s going on. A somewhat disgruntled IT worker, distracted from his gargantuan list of tasks, says he’ll check who’s dealing with it, before telling the customer that someone will be there soon.

When that someone doesn’t magically appear straight away to conjure up an instant fix for the customer’s machine, they sit back and start complaining about IT supports inadequacies. Thus the hate of the IT department is fueled by unreasonable rage.

IT workers are treated with a lot of contempt by customers, but if you think about it, IT is really a core part of your business functionality. Therefore when you need IT support, remember that they should be treated as such.

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