Tech Therapy

I purchased a new computer this week (the 13-inch Macbook Pro: 2.6GHz with retina display in case you're curious) and I spent a considerable chunk of my day getting it prepped for the perils of a PhD program. It's a delightful beast, but a beast nonetheless. Between reformatting my external hard drive, digging up product keys, transferring and backing up data, and the monster of them all: gaining wireless access, I'm all Mac'd out. It's a wonder how the IT service help desk attendant endured the process... because of course, I did none of the work (unless you count sustaining high morale and energy levels, that is). I'm Mac'd out from watching him do all the work for me :)

Photo Credit: support.communitylibrary.org

Needless to say, I was at the desk for a good few hours, during which time I had the opportunity to get a feel for what kinds of things tech folks deal with on a daily. If you ever thought your hair stylist/barber or bartender is a therapist... think again. These guys get everything from boyfriend trouble (that's when a complaint about a boyfriend that was careless with a device turns into an entire conversation about a questionable relationship) to financial trouble (often when a question about a decision on purchasing a device turns into a full blown financial advising session). I'm pretty sure I even heard someone recapping a job interview. Through all of this, the IT service help desk attendants were calmly and supportively prying apart hard drives to examine them and testing/retesting computers in all possible stages of care and existence, all the while listening to their customers' problems (technical or otherwise).

It's essentially the hairstylist/bartender and customer relationship without the tip or gratuity-included bills. Now, I don't know how your IT support operates, but in many University settings the fee is covered by a charge on your account called "technology fee" or something to that effect. Consequently, IT help desk staff don't get half the love other unsanctioned therapists do. Instead, they are often brushed off for being socially inept or awkward. How is that fair? 

So I ask, nay, I urge you to consider doing the following the next time you thank your IT helper:

1. Utilize official feedback surveys (or other formal avenues for feedback)
2. Notify the supervisor that you had a great experience with that particular employee
3. Ask your IT helper how he/she prefers you provide feedback
4. Send the IT office a thank you email mentioning your IT helper by name
5. If you don't want to take the time to do any of the first four, at least be explicit about what they did well and why that was important to you when you say thank you. This will hopefully separate your comment from the often aloof "thanks" they probably hear from everyone. 

N.B. This is probably good practice for all your customer service experiences.