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4 things employees hate about IT (and how to fix them)

Sharon Florentine | Feb. 5, 2016
When it comes to gripes about IT, CIOs need to go back to basics to address the needs of their most important customers -- their internal users.

"I'm not going to make many friends here when I say you don't need to increase the budget for these issues, or that IT should step up and take on some of these responsibilities to boost their credibility with their users. These are pretty common workplace issues -- conference rooms with broken power outlets; malfunctioning projectors, printers that always jam or that are constantly out of ink," Chapleau says.

To IT, it may seem "beneath them" to take on printer maintenance or other common asset responsibilities, but that's part of delivering and showing value to your most important customers, your users, according to Chapleau.

"Again, it goes back to trust. Conference rooms that aren't usable because you can't plug in your laptop or a projector, or printers that are constantly jamming, won't correctly connect to a network to print or that run out of ink -- these little things build on IT's reputation and users who don't trust IT will broadcast that in the business. Brand is so important to IT -- if users aren't seeing the value in your services, then the company as a whole isn't going to see that, either," he says. It's worth it to take an extra hour each week and perform these common tasks -- your users will thank you for it, Chapleau says.

Separately, none of these issues are especially strategic or decidedly ROI-driven. But if ignored, these issues can become mission-critical and affect the overall productivity, engagement and satisfaction with your company, Chapleau says.

"If IT wants to shift perception within the business so that they are seen as providing value, they have to start with the very basic needs of those closest to them -- their internal users. It has to be a concerted effort, otherwise people will think, 'If IT can't even make the printer work right, how are they going to do this big strategic project?' Or, 'Why should I give them a larger budget?' So, delivering value starts with the basics," Chapleau says.


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