Information Technology – IT – it is a necessity in most companies, and yet employees at every level seem to be in a constant battle with the IT department to get things fixed or resolved. The goal of technology has always been to streamline things, but there is a fine line between streamlining and making things more complicated. Editions with Terry Bradshaw has always been looking at emerging trends in the information technology space, and how companies can apply them to their needs. But this piece focuses on why employees can’t stand IT.
Over the past decade, one of the biggest industries that has been outsourced overseas is the information technology sector. More and more companies have found that it is cheaper to employ IT professions in other countries than it is here in the United States. As such, many IT departments in the largest companies have found their way to countries such as India and Panama.
However, as an employee, if you need help, it can be difficult to have someone in a different country troubleshoot your problem that is directly in front of you. Beyond the language barrier, it can be difficult to explain a problem without showing them, or even having them understand the consequences of the problem. With local IT, you can explain things directly to a person who will understand.
The Editions television series takes a good look at information technology, and how companies at leveraging it to make it better for their employees.
Too Much Bureaucracy
Another issue is that IT has become a large bureaucracy within most companies. Many companies have instituted a ticketing system where calls for help to IT are prioritized and resolved. While this system may help the IT department, it does little to help the employees who are on the front lines trying to deal with technology issues.
With ticketing, the timeline for getting help can turn into a nightmare, especially if the technology issue is business critical to your department, but not classified as such with the IT department. Too many times employees have found themselves frustrated and just given up on a solution or found alternatives that make the entire system unstable (like bringing in their own printers or computer equipment).
Unwillingness to Help
Another common gripe from employees dealing with IT departments, especially ones that are outsourced, is the appearance of an unwillingness to help. Too many IT departments have specific troubleshooting steps that must be taken to resolve a problem. However, after a few calls to IT, most employees know what those steps are (i.e. did you check the power, did you check the cables, etc.). When an IT department individual starts reading down an manual to troubleshoot a problem, it just seems insincere and unwilling to help resolve it.
Plus, even after the steps have been taken to troubleshoot the problem, they usually then dispatch a technician, who them confirms the problem, to then order parts, and it takes a week to get back up and running again. Most employees feel that the bureaucracy and the steps in the middle are severely hindering the IT process.
The Blame Game on Editions TV
Too many times in IT are you having to prove there is a problem and give detailed examples. The Editions TV show looks at how IT professions don’t always believe there is a problem when employees report them. As such, a blame game unfolds between the IT department and the employees needing help, and in the end, many problems don’t always get solved.
Many employees feel like they have to build a case for problems, especially when it comes to software issues. While this may be helpful for the IT departments trying to troubleshoot the issue, it really isn’t the employees’ job to show the system errors.
Finally, there is the issue with constant reprioritization of the workload by the IT department. Because the tickets exist, the IT department tries to organize them in a way that best suites their needs. However, this doesn’t always suite the employee’s needs. Plus, if someone higher up in the company comes along with a problem, they are usually moved to the top of the list, regardless if the issue is mission critical or not.