IT Support - End User Perception About Computer Servicing

It is amazing how little understanding is about the need to have a computer serviced on regular bases.

People would take their car for a check-up once in a while, but when it comes to their computer, a much more complex system, they ignore it until it crashes to a stage where Data Recovery and/or full system re-installation become the only options available. The costs at this stage are much higher than the sum of regular servicing costs and don't even guarantee 100% recoverability.

Some try automatic system maintenance software packages which claim to keep a computer in peak shape, but again, there is nothing as good as a real IT person when it comes to this.

I don't know how many centuries will be needed to develop an AI to deal as efficiently as a Human with all these matters.

Personally, apart from the usual Disk Defrag I can really not point to even one software package I would allow to make changes or "maintain" a system with no user interaction. Attempting to prevent and eliminate performance degradation with tools provided by third party software or even those built in, unless the user really knows what he/she is doing, very often leads to unpleasant results. Just have a look at those Disk Clean-up tasks that some run hoping they are going to do it right, or registry and settings changes made by who knows what other third party system maintenance software.

If you are an IT Support technician/engineer, you definitely know what I am referring to.

It is almost annoying when you get a call from your clients and, even though they consider themselves "rather knowledgeable" when it comes to IT, they start... "I don't know what is happening to my computer. I just ran a disk clean-up and I know that I did all things right, but I just can't seem to boot my computer any more since."

How often do you get this one? "The day before yesterday I installed this really good and new Antivirus 2009. I found it accidentally while browsing the net, and guess what IT IS FREE. I know you already put an Antivirus on all the computers on this floor, but I thought 2 Antiviruses will make it even safer... anyway, now nothing works right any more." Welcome to the Power User groups, those who need more user rights then the others... since they "know what they are doing".

Seriously, let the support guys do their job and you will always be happier with the end result.

There are many IT Companies out there which will very likely provide end user support on as regular bases as you'd like them to. Just let them know that you care and they will take care of everything.

Don't get to this stage... "Oh My God my entire life is on that laptop, please, please help me... I need all that Data and everything on it". I heard it so many times, and sadly It could not always be sorted out, and understand that if you get to a situation of Disaster/Data Recovery... it may already be too late.

IT Support - End User Perception About Computer Servicing

By: Christian Gabriel C

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