Help desk? You need an analyst’s couch

If I've learned anything while working in the IT industry, it's that our jobs aren't so much about fixing computers and technical matters -- it's about helping people. You're bound to run into many different personality types and skill levels along the way, but your goal remains the same: Resolve the issue.

Some users, however, can be less welcoming and gracious than others. The best course of action is to be patient and follow best practices -- and not to rub it in their faces when you figure it out.

Holding a grudge

At one company, I worked with an administrative assistant who happened to be the mother of the guy I had replaced. In fact, he had been dismissed from the job I was currently holding.

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