1. Use strong passwords
It never fails to amaze me how many
times I see password as a password. Some users will opt for their first
name as a password, or their birth date. Either way, it's bad practice.
When possible set up password policies that can be enforced on the
server level. If you don't have the ability to control this on a
software level, make sure your end users know all the tips and tricks for creating strong passwords that they can remember.
2. Selectively reboot Windows
There
are times when it's best to just reboot windows. If a printer magically
stopped working, or if a network connection to a user PC is down, there
are certain instances when a reboot could prevent a support call. A
reboot is your friend. That reboot must, of course, always be done
properly to avoid further issues (save and close open applications). A
reboot won't always solve the problems at hand, but in some cases it
will, and your end user will be happily working again in moments.
3. Don't play “Whack a mole” with your keyboard
Here's
the thing, we all get frustrated. Some times there's an issue we just
can't fix. When that happens, it's easy to get a head of steam and take
it out on the keyboard (or the desk even). Don't. Next thing you know,
you're spending your budget replacing keyboards, mice...or worse. If you
get into one of these situations, step away from the computer and give
yourself a moment to calm down. Go back to the job when you can look at
it without blood surging through the veins in your eyes.
4. Don't leave applications open
There
are certain applications (such as QuickBook) that can suffer numerous
issues when left open for long periods of time. I like to tell end users
when they leave at the end of the day to have all applications closed.
Part of the reason for this is due to network connections. When some PCs
go into hibernate, their network connections are shut off. That being
the case, a network-dependent application will have issues once the
network connection is disabled. Other, more poorly crafted applications,
can wind up with memory leaks, should they remain open for extended
periods of time. It is imperative that you inform your end users how
best to manage their applications. The last thing you need is a
department of end users coming to you claiming they've lost an entire
days work in QuickBooks because they left it open over night.
5. When in doubt, don't
If
an end user is staring at a PC with an issue, and they have the
slightest bit of doubt about taking an action – they shouldn't take that
action. Although not common, taking the wrong action could have
catastrophic consequences. Rather than create additional problems, users
should always call IT when they don't know what to do. By default, they
may not know this. Make sure users feel comfortable contacting support
when they need it.
6. Regularly scan for viruses / malware
When
you're deploying machines, you'll be adding antivirus and anti-malware.
What good are those solutions if you're not setting them up to do
either real-time scanning or regular, nightly, scanning? You can't rely
(nor should you) on the end user to handle this. It's not their job to
protect their machines, it's yours. You will probably be handed
anti-virus/malware solutions by those that make the purchasing
decisions. Make sure you know how to set it up to run automatically and
make the necessary exclusions so that end users can do their jobs
properly. Do not skimp on this job or you will wind up with more
headaches than ibuprofen can handle.
7. Never insult end users
It's
really easy to rush to your office and complain about how horrible the
end users are in your company. Most IT support pros don't understand
that it is equally as easy to insult those same users, right to their
faces, without knowing you have. Sure, those end users aren't keyboard
ninjas like you; but can you do their job with the same competency? We
all have our skills, don't let one of yours be insulting fellow employee
or clients.
8. You don't make the rules, you enforce them
Unless
you have a title like COO, most likely you are just the messenger when
it comes to computer usage policies for end users. It is not your job to
make the rules or to argue about them. Your job is to make sure the
policies are being enforced. Your job is also to deploy the hardware to
the specifications of those that make the rules.
9. Liquids and electricity do not mix
It
never fails to astound me how many people do not comprehend the fact
that electricity and water are not good bedfellows. Water spilled on
laptops is a recipe for disaster. Coffee and wine? Even worse. End users
need to learn to keep their drinks either in secure containers or away
from their devices. Period. And if you think it's important to keep
those liquids from desktops? Consider the consequences of spilling your
morning coffee over a rack of blade servers. This is a rule you not only
must enforce, you have to follow. Set a good example – give all
hardware a wide berth when you have a cup of liquid in your hands.
10. Computers do not have an infinite lifespan
How
often do you hear, “But this computer is only five years old!”? End
users need to fully understand that computers have a limited lifespan
and that moving parts and that hard drives, wear out. Once they
comprehend that idea, they understand the importance of, say, backups
and keeping their data carefully filed away.
End users aren't all
created equally. Each of them has different needs and skill levels,
when it comes to the technology they use. But if everyone follows these
rules, both users and those that support them will be happier.
