I had a user submit a ticket saying their computer was shutting down randomly. I responded by asking if they saw any error messages or just experienced complete shutdowns. After a day, they replied and I asked them to message me immediately if it happened again so I could check the logs without sorting through days of logs. Today, I got a message that it shut down again, so I promptly connected to check the event logs. While doing this, I noticed a message from their boss asking if I was the same IT guy who connects without warning. Soon after, my boss messaged me saying not to connect without informing them first. I ended up showing my boss the conversation I had with the user, which proved I had communicated with them about checking their computer. I'm baffled and feel like I was falsely accused. What was I supposed to do? I don't have time for this. How would you have approached this situation?
5 Answers
This situation might have been avoided with more proactive communication. Maybe try setting clear expectations next time. Suggest something like: "I’m going to check the logs now via remote access, do you have anything confidential open?" That could prevent misunderstandings!
It sounds like a miscommunication on both ends. You should have explicitly stated that you needed to remote into their computer to check the logs. Maybe using a remote support tool that prompts users for permission could help alleviate this situation in the future. Also, consider letting users know to close anything sensitive before you connect. It makes everyone feel more comfortable!
Exactly! Users often don’t realize we need to remote in to check things. A quick heads-up goes a long way.
You mentioned you could have looked at logs remotely without directly connecting, right? If your setup allows it, that could save a lot of headaches and bypass the user discomfort. Just filter logs and avoid remote access unless absolutely necessary. It’s less intrusive!
Good point! I think I've heard of ways to analyze logs without the full remote session. I’ll definitely look into that.
Honestly, it seems like you've done your job well under the circumstances. Sometimes you just get users who don't understand the process. Unfortunately, these situations can happen, but keeping a log of all communication and documenting your work will always protect you. You should be fine, just keep doing what's right!
Thanks! I feel reassured knowing I documented everything during the interaction.
I’d definitely recommend always getting direct verbal or written permission before accessing someone’s computer. A quick message saying, "I'm going to remote in, is that okay?" keeps the user informed. It builds trust and shows that you respect their workspace, even if it’s a company computer!
That makes sense. Just because it's a company computer doesn't mean you shouldn't communicate about remote access!
That’s a solid approach. Giving users the chance to prepare before you connect shows consideration.