Never ever confuse an end-user’s limited knowledge, experience, willingness or personal frustrations with the power and capabilities of the software or service. Having the ability to carefully discern these differences is hugely important, for support techs and end-users.
More than anywhere, the workplace is rife with psychological dynamics; especially in the area of technology and end-users. Not always is everyone on the same page, when it comes to education, experience, willingness / learn-ability. Weakness in any of these areas are not to be underestimated and can easily result in team division, impeded progress and resentment.
With the demands work places on end-users, combining fast-paced, harried time-constraints and overloaded responsibilities, who has time to take breaks and lunches, let alone have enough time to pause and think or ask for help. And of course, when working relentlessly all day like this, who wouldn’t just want to leave the job lightning fast by the day’s end? Only to return the next day to repeat.
However, for your work life to improve, you must improve! Don’t hope to squeak by another day unchallenged and unnoticed. Don’t wish your problems and frustrations away. Do something about it! Seize the day! Master the information your support tech offers, seek out more and ask plenty of questions! So few people ask enough questions, if any at all. That is what the tech fellas are there for ..to guide and support you!
BUT! Most of all. And I cannot emphasize this enough. KNOW YOUR TOOLS! You are ultimately responsible for knowing your tools of the workplace. If you don’t or won’t or don’t care, then you are in trouble. And come what may, it will only be a matter of time. Fate may not have much in store for you. No more saying you don’t have enough time! Make time. No more thinking you can’t understand! Figure it out. Google it! Do YOUR homework. No more blaming the tools of the trade as being inadequate, when the truth is, you should be improving every day.
Watch, read, ask, learn, understand, practice, apply, master and share something new and scary and frustrating every day. And soon your confidence will build, you’ll be leading the pack, heading the team, commanding decisions, influencing others and making the difference! Know your tools people. It is as simple as that. Enjoy!