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Dymin Blog

What IT Services Techs Say vs. What They Really Mean

Posted by Scott Breitman on Oct 10, 2016 10:47:00 AM
Dymin Systems

it services professional troubleshooting computer hardware


IT is a high pressure industry, and the people that work in it must calm people when they’re most frustrated. Let’s have some fun with IT and lighten things up a little.

 

The IT Translator: What IT Really Means

You may be frustrated by IT “techspeak.” Like all industries, not everything can be explained quickly and easily to a layperson, so often we use shorthand terms. These common words or phrases are designed to help you understand or feel better about what’s happened, but aren’t the full story. Here they are decoded.

  

What IT Says

 

What IT Means

“We’re going to ‘bridge’ the software so it works.”

 

We’re going to write a hack in our own software quickly so it functions even though it’s really broken.

 

“I’ll put a ‘trace’ on that for you.”

 

We’re going to ignore it because it was already working when you called.

 

“It’s an upstream carrier issue.”

 

We don’t know what the problem is, and further, we have no way to communicate with the actual place where the problem exists. But we will persistently pursue the resolution.

 

“We are actively working the ticket.”

 

We’re trying to locate someone to work on this ticket, but nothing is happening right now.

 

“It was a ‘hiccup.’”

Something that never happens and shouldn’t happen, happened. We don’t know why, but a reboot fixed it. If it happens again, we will look at it more closely.

 

That “should” work for you.

It’s worked in the past, but I haven’t tested it on your computer. You test it, and let me know if it works.

 

He’s on the phone.

I can’t transfer you to him because he’s working on something else and focused on it. Interrupting him would make resolution to your problem even slower. He will call back when he has a minute.

 

 

Candid Answers to Frequently Asked Questions

Our customers ask a lot of questions, and we’re happy to help! But we can answer some of the most frequently asked questions candidly (and a little lightheartedly) before we even get started.

 

What a Customer Asks

 

What IT Wants to Respond

 

“Can you just make my password easy and set it to never expire?”

Unfortunately, no. A simple password that never changes can lead to security breaches. This can allow someone to easily hack into your network and improperly access or corrupt your data.

 

“What did you have to do to fix my problem?”

Troubleshooting IT can involve a long, complicated explanation of different systems…something on the scope of “In the beginning, there was darkness.” Let’s just say it was a missing file that we restored…or magic.

 

“Can I get an ETA?”

 

Most of the time asking this question is like asking us to determine how long it’s going to take to finish finding our way through a maze. Any answer we give you is pure speculation until we find the cause of the problem. In most cases, we don’t know—but we’ll do everything we can to have you up and running ASAP and stay in constant communication about our progress.

 

“I’m computer illiterate, so bear with me, ok?”

 

Absolutely! That’s why I have a job. There’s no need to apologize. You don’t apologize to your car mechanic, do you? “Sorry, I’m car illiterate.” If you knew everything I did, I’d be unnecessary!

 

“I know just enough to be dangerous.”

 

Ha ha, thanks for the warning! Generally speaking, moderately comfortable computer users can definitely do more damage by attempting DIY repairs. Calling an IT professional is the right choice if you are having computer problems.

 

“Can you fix my computer? Let me tell you what I’ve done so far.”

 

It’s most helpful to let me take a look at your computer and ask you follow-up questions. This will allow me to figure out the root of your problems and potential solutions as quickly and efficiently as possible.

 

“Why did I get a virus?”

 

Unfortunately, viruses, malware, and spyware are common hazards. Just like a mechanic can’t ascertain how you got a nail in your tire or your doctor can’t tell you how you picked up a cold, it’s impossible to trace the origin of most computer viruses. Fortunately, a knowledgeable IT professional doesn’t need to know where it came from in order to clean it out and get your system back to normal.

 

 

A managed IT services plan from Dymin Systems can help keep your systems in optimal condition, preventing problems before they start and eliminating the need to ask any of these questions at all! We keep your system up-to-date with the latest anti-virus software and other preventative measures, and we monitor and solve most issues remotely before they ever affect your business. If you do need on-site service, you’ll know it’s already part of your IT plan—no more worrying about outrageous service bills.

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Want to learn more? Contact Dymin today to find out how we can help your Des Moines-area business handle all its IT needs.

 

schedule a free it service consultation here

 

 

Topics: computer repair, managed IT services, computer maintenance, business information