Top 10 mistakes that mobile users and IT support make
With the move towards BYOD and mobile devices, some support responsibilities fall on users. These users often are not trained in the nuances of IT technology and methodologies. Given this situation, Janco has categorized the top 10 areas were support for these users fails.
- Blindly Upgrading – How many times have you upgraded only to find out (postmortem) that something in the upgrade has broken some feature or functionality your clients need to do their job?.
- Editing setup and configuration files without having a way back – Get users into the habit of copying and renaming backup configuration files so you know exactly where that working backup file is.
- Turing off a firewall or virus checking process – The user can’t seem to get a network function or feature to work so you shut off the firewall or virus checking to remove one possible hurdle.
- Lacking Documentation – Having to navigate around a device to discover the lay of the land wastes time. Keep a good record of, network addresses, machine names and functions, etc. The more the better.
- Altering a user’s device without the user’s permission – IT support might undertake a task (without permission) that could cause data loss, or which could lead to much more serious problem.
- Experiment on a production device – Users might be tempted to try that new application or “fix” they have heard of.
- Learn by doing – When the user or the IT support person comes across something new, don’t try to learn about it on the job.
- Not knowing what else is being installed when a function is added to a mobile device – It is not unusual for some programs to automatically install new browsers or virus checking programs. The device can become nearly unusable because of the added overhead or incompatibilities. Even with Windows add/remove tool, many antivirus programs leave behind traces that can cause problems for other antivirus tools.
- Not knowing what the “real” problem is – If the user starts to fix the something that is not really the issue they could and often do make the problem worse.
- Not testing to validate that everything works – Once a solution is in place, users typically assume that everything works. Many times when you add or fix one thing another does not work.