I have a user who typically works onsite but occasionally works from home. She's very dedicated, often works late into the evening and even during vacations. Lately, she's been having recurring Level 1 issues with her monitors, which usually get fixed by unplugging and replugging them. I've already replaced her docking station once, yet she still reaches out for help. I'm starting to wonder how responsible I should feel for these ongoing issues since she isn't a full-time remote worker. Should I be more hands-on, or is it reasonable to expect her to handle these minor problems herself since it's her choice to work from home or on vacation? I'm looking for advice on how to balance support with user responsibility.
5 Answers
I'd suggest checking and possibly replacing the displayport cables as they've been known to cause issues. Sometimes the power supply is overlooked; flickering displays can be a power issue, not just a dock issue.
Involve management in this. They're hired to tackle people issues like this, especially if it impacts productivity.
Consider how important it is for the business to allow her to work from home. If the company values this flexibility, then supporting her should fall within IT's responsibilities to maintain productivity.
First, determine if the equipment is owned by the company and used only for work purposes. If you're not on call and this isn't during your work hours, I say let it wait. For repeated issues, keep a log of what's happening, the fix, and provide her with a guide. This way, you can offer a solution without it becoming your constant responsibility.
If users repeatedly encounter simple problems, you might want to take your concerns to HR. Documenting the hours you spend assisting with user errors could prompt them to suggest a training session. If you have a service level agreement, stick to it; respond to her requests within the stated timeframe and don’t rush responses for non-urgent issues.
Exactly! Also, consider that sometimes the issues might stem from other factors like family members moving things around or power problems. Tracking each issue with time logged could provide the necessary leverage to escalate the matter.
Agreed, documenting the issues is crucial! It’s definitely a challenge when you're dealing with someone who isn't tech-savvy.
Good point! Changing the power supply and cables might resolve those random flickers and connectivity issues.