Time for some ranting!
Anyone who ever worked in IT support can attest to this fact: Users lie. Users lie like it's going out of style, and then lie about lying to you. Perfect example: User calls the helpdesk, says their PC won't turn on. What's troubleshooting rule numero uno? Everyone should know this. Repeat it with me.
Make sure everything is plugged in!
Very good! So I assume, that the helpdesk type asks these questions. They have to, because they put into the call notes "user checked all connections, power/data/etc. All are plugged in and tight". So I show up to diagnose the problem, and Lo! The power cable is sitting NEXT to the PC. I plug it in, and miracle of miracles! It turns on! I ask the user about it. "oh, it was plugged in, I don't know how that happened" LIAR! LIAR! LIAR! Power cables do not disconnect themselves, I know this! Why do people do this? Do they think we're to dumb to figure it out? Do they think we'll give them a new PC? I honestly don't know. It's the same thing with mobile FLO workstations. There are labels everywhere to keep them plugged in when not in use. We tell the nurses, constantly, plug them in. We round the floors, and find them in various states of non-function. What's our first troubleshooting question?
Do you keep them plugged in?
The answer is always the same. Yes. We keep them plugged in all the time, they are junk, it's not our fault. So why is it when I check the battery levels, they are always depleted. Occasionally, I'll bring up this fact, the rebuttal most of the time sounds like this: Oh, well, it was broken anyways, so we unplugged it and put it there. Great, so now the user is illiterate, and ignores the 8 million "call the helpdesk @ Extension _____!" signs everywhere. If I ask why the helpdesk wasn't called, I get one of two responses, without fail.
Response 1: we're to busy to call in broken devices to the helpdesk.
A lie because: If your to busy to call things in, then you should be to busy to play solitaire, spider, or any of the internet games our logs show you playing constantly. noone seems to understand that we log just about every user activity on our devices.
Response 2: We did call it in, noone ever came to fix it.
A lie because: Every call to the helpdesk is logged by the service call management system. If you called, there would be a record. There is no record because you never called. There is no conspiracy to make it look like you didn't do your job, you just didn't do it.
I know their lying. They know their lying. So why do they continue to do it? Frankly I just don't understand, and it drives me nuts.

