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The top 10 peeves of a support tech

Mar 26, 2009, 00:02 (4 Talkback[s])
(Other stories by Becky Roberts)

"2: Users who hover around asking questions while you're troubleshooting -- and worse, making suggestions

"As much as I like to share my knowledge and educate users, I don't want to do so while I'm struggling to figure out exactly why Ethel can't print. This is particularly irritating when dealing with an apparently insoluble problem, as the user's probing questions, which I can't answer, are a reminder of my incompetence.

"3: Users who deny having done anything that may have caused the problem

"This is the "What? World of Warcraft is installed on my computer? I have absolutely no idea how that could've happened" phenomenon. In one instance, a summer intern from the local university MBA program called the help desk to complain that he couldn't access the network. A quick survey of his computer revealed that it no longer contained any files beginning with the letter n. The intern vehemently denied having deleted any files whatsoever but eventually confessed that he didn't have anything to do so he thought he'd delete all the files he didn't recognize. Why he started with the letter n remains a mystery."

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