{"id":19630,"date":"2022-08-18T10:13:42","date_gmt":"2022-08-18T09:13:42","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19630"},"modified":"2025-05-30T14:41:28","modified_gmt":"2025-05-30T13:41:28","slug":"what-it-professionals-really-want-to-say","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/what-it-professionals-really-want-to-say\/","title":{"rendered":"Service Desk Humor: 4 things IT professionals really want to say to their end-users"},"content":{"rendered":"

IT professionals are knowledgeable, kind, accommodating, and love helping their end-users. Well\u2026 most of the time.<\/strong><\/p>\n

IT professionals are only human. And sometimes, all they want is to be brutally honest.<\/strong><\/p>\n

Here are four things IT professionals really want to say (but, lucky for their end-users, they don\u2019t).<\/strong><\/p>\n

1. \u201cI have better things to do.\u201d<\/h2>\n

Customer is king. That\u2019s something IT professionals live and breathe by. But let\u2019s be honest: sometimes, your end-users can be kind of demanding. (And no wonder, with customer expectations at an all-time high due to\u00a0the consumerization of IT<\/a>.)<\/p>\n

So, when end-user X (let\u2019s call her Karen for now) emails you about an issue with her headset as well as logging an incident, calling the service desk and walking by \u2013 all within 30 minutes of each other \u2013 you kind of want to tell her, \u201cI have better things to do.\u201d<\/p>\n

Especially when it\u2019s an all-hands-on-deck situation at the IT department because you\u2019re dealing with major server downtime.<\/p>\n

After all, urgency is based on priority \u2013 that is, your IT department\u2019s priority, not Karen\u2019s.<\/p>\n

When incidents are sprouting up left and right, prioritizing the right incidents can get tricky though. But we have a solution.\u00a0Download our Priority Matrix<\/a>\u00a0to find out how to better prioritize incidents in your organization (and keep Karen happy).<\/p>\n

Download our Incident Priority Matrix<\/a><\/span><\/span><\/div>\n
<\/div>\n
<\/div>\n

2. \u201cDid you really think I wouldn’t find out?\u201d<\/h2>\n

Work laptops aren\u2019t just used for work. Every IT professional knows this. They might not be very happy with it \u2013 for one, it massively increases the risk of cybersecurity attacks,\u00a0which are already in overdrive due to remote working<\/a>\u00a0\u2013 but they know it happens.<\/p>\n

So, when an end-user accidentally downloads a Trojan horse virus, you know it\u2019s because they were using a dodgy application to watch the latest HBO series. Even though your end-user swears they didn\u2019t do anything out of the ordinary.<\/p>\n

All you really want to ask in this situation is: \u201cDid you really think I wouldn\u2019t find out?\u201d<\/p>\n

IT is always watching. And they prefer it when end-users are honest about what they did or didn\u2019t do, just because it makes\u00a0maintaining security<\/a>\u00a0that much easier.<\/p>\n

IT professionals are only human. And sometimes, all they want is to be brutally honest.<\/p><\/blockquote>\n

3. \u201cIf only someone had created a knowledge item about this.\u201d<\/h2>\n

\u201cHow do I request a new laptop?\u201d \u201cHow do I connect to WiFi?\u201d \u201cHow do I add a shared mailbox?\u201d<\/p>\n

IT professionals get these questions on a daily basis. And, if your IT department uses a knowledge base, you\u2019ve probably already answered these questions in a knowledge item.<\/p>\n

So, when one of your end-users walks up to the IT service desk with a question like this, you just want to say, \u201cIf only someone had created a knowledge item about this\u201d, in your most sarcastic voice.<\/p>\n

Of course, you don\u2019t \u2013 you politely refer them to the knowledge item instead.<\/p>\n

The reason you create knowledge items in the first place is to make your end-users\u2019 life easier. But how do you make sure your end-users actually use them?<\/p>\n

Remember: your end-users aren\u2019t going to magically start using knowledge items \u2013 especially if they don\u2019t even know they exist.\u00a0Read this blog\u00a0to find out how to write better knowledge items<\/a> \u2013 and how to promote them.<\/p>\n

4. \u201cAm I being Punk\u2019d?\u201d<\/h2>\n

Sometimes, keeping a straight face at the IT service desk is pretty difficult. Some end-users are just so clueless when it comes to IT.<\/p>\n

They \u201cjust aren\u2019t good with computers\u201d so they ask IT to investigate a \u201csuspicious\u201d pop-up, which turns out to be a Windows update. They think their desktop has died and gone to heaven, but simply forgot to turn the monitor on. Or they call the IT service desk to ask where the \u201cany key\u201d is, because the computer said to \u201cpress any key\u201d.<\/p>\n

When this happens, you kind of want to ask: \u201cAm I being Punk\u2019d?\u201d<\/p>\n

But then you remember that not everyone is as tech-savvy as you \u2013 and that\u2019s also okay.<\/p>\n

Sounds familiar?<\/h2>\n

We\u2019re really curious about your experiences at the IT service desk. This is a safe space, so share your true feelings in the comments!<\/p>\n","protected":false},"excerpt":{"rendered":"

IT professionals are knowledgeable, kind, accommodating, and love helping their end-users. Well\u2026 most of the time. IT professionals are only human. And sometimes, all they want is to be brutally honest. Here are four things IT professionals really want to say (but, lucky for their end-users, they don\u2019t). 1. \u201cI have better things to do.\u201d<\/p>\n","protected":false},"author":1,"featured_media":19639,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19630","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28128,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nWhat IT Professionals Really Want to Say: Service Desk Humor<\/title>\n<meta name=\"description\" content=\"Discover what IT professionals really want to say with a touch of service desk humor. Explore the fun side of IT support on our blog! 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