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So i’ve recently changed jobs. Moving from a Health Care IT company to a manufacturing company. For the past several years I have been working as a Network Engineer working with other engineers to establish IPSEC L2L VPN tunnels from their site to my old company. Now I am an IT Manager (only in title, i’m the only IT person) at a much smaller, more simple, way less advanced company. I went from troubleshooting VPN links to fixing printers, and desktop support, and Server work, changed from studying for my CCNA Security, to MCSA in Server 2012. I had forgotten absolutely how painful it is to help a not so savey person over the phone to do something as simple as download and install team viewer so I can get connected to their machine. I used to be so patient as a new IT guy back in 2003 when I worked in that call center…Now i’m finding my self feeling like i’m about to explode and trying to stay cool on the phone is getting harder! LOL

Any techniques you guys use?

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Just keep breathing, calm your head, and plow on… and make sure on the side to do some projects that will ease your work (like VNC, centralized management, GPO’s and whatnot).

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Deep breaths! I work in Healthcare IT help desk. We have users that are older, hate the computer system and complain about things daily! All you can do is grit your teeth, breathe and help them.

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Yep that is what I have been doing! LOL Just hard when you are used to some one on the remote side knowing their way around equipment too…It’s an adjustment. It was a pay raise, so I smile every 2 weeks ROFL

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Only every two weeks? If so you need a hobby badly :slight_smile:

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Try to make things as “dumb proof” as you can. For those really dumb who still call, imagine being them and think what you would need to hear over the phone to get something fixed.

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Honestly what i’d suggest: Get to know them, user education and find some of that patience you used to have.

A stress ball might help too.

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You mean so someone else can connect to their machine, right? I’m still in the boat of insecure installs/accounts rather than Teamviewer itself getting hacked, but there are definitely alternatives and at this point you might as well mitigate a longer discussion by saying you’re using Teamviewer in a disposable way with no installs or you’re using a randomized password that changes frequently.

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One thought is to NOT answer your phone, but instead wander around your user base and ASK them how things are going.

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I’ve often found that it’s easier to just do everything yourself. Need to install teamviewer? Do a software push to their system through SCCM or GPO.

You’ll find it a lot easier to cut the user out of the situation as much as possible.

To stay cool, I meditate. Sometimes, it’s the only thing that helps. Other times, BACON. I kick back in my chair with some bacon and let the world slip by (no, I don’t eat bacon at my desk, though I do have bacon chips).

BACON.jpg

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I do there here at the HQ officer where I am located, but This was a remote user. We have 5 other sites across N America that I also support. With no real tools for remote support. I’ve only been here a month, and working to phase out the MSP they had been paying. Maybe once I get the MSP out of the picture, they will be more open to buying some tools.

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Remote support is going to be an ongoing stress factor. We all deal with it, seems like. Remember, any support call you can walk away from is a good one.

Keep shoveling, a friend of mine always said.

Teamviewer or similar tools will make your life somewhat easier. Find something that works in your situation.

And I second others comments: teach and train the users, it may be slow progress but it’s good if it’s forward progress.

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What?! I must find and try those…

I used to have to wake 3rd shift gas station employees through troubleshooting, so I feel your pain with phone support. It gets frustrating when you know you can fix something in 2 minutes but it takes 20 because you can just jump in and take control. Hang in there and get a system down. It will smooth out once you get your processes down.

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Rum.

Tis a cure-all.

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We use Bomgar here for remote support, and I like it. Price might be an issue though.

It definitely sounds like you’ve gone through a system shock of being able to work on one level of issues vs this. Wow!

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One thing I have done for years, well used to since I work from home now, was to go out for lunch everyday. You can bring a lunch if you wish, go sit in the park or something, but get out of the building and away from the people for a bit. Use lunch as a mid-day getaway.

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As far as I know, they are only available in Canada. You may be able to order them online though.

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I use a completely different personality on the phone with users.

It puts a layer of “can’t touch this” between the exasperating user and my fragile sanity.

“Phone Me” is strong, indestructible, has endless reserves of patience and good things to say.

Nothing can fluster or anger “Phone Me”. NOTHING!

Phone_ME.jpg

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Bomgar is awesome! It’s the best remote service tool i’ve used! It’s worth every penny, I need to check on pricing see if I can get them to go for it!

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Imagen everything they say in Dale Gribbles voice from King of the Hill? “You broke my computer!” If that is not fun enough you can try to think: if this was me and I was learning brain surgery, how would I feel? You stay sane by finding the funny and trying to relate on other levels. You can also get one of those big red buttons, record yourself screaming and slap it every time something hurts your brain. Keep the voice messages that make you laugh. Finally, what the heck, throw a ‘Hang In There’ poster with a kitty hanging off a branch.

Look on the bright side you are not handling home users.

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