Tips for working in IT

I met an old friend of mine the other day, for the first time in about 8 years, meeting him by accident in Woolworths where he works. He told me that he'd just quit his job on a Helpdesk because Woolworths paid him more. Apart from being highly sceptical about that, I asked him a few questions and ended up finding out that he just couldn't handle the IT life.

I know it can be pretty tough, and it's not for everyone. I've spent around a decade in IT, and I've learnt a few things over the years about how to get along in the office. Here's a few of them - if you work on a helpdesk or in systems administration then maybe these rules will help you too.

1: Don't be the user's friend!

Don't share any of your personal life with them, because if you do they'll start thinking you're their friend. This is bad, ok? Because what happens when someone who isn't actually a friend thinks that you're their friend? They call you personally, bypassing procedures, and ask for special favours to help fix their problems. Being their 'friend' just gives you more headaches and more work. So Rule 1 - don't be their friend.

2: Forget about being too polite.

Sure, be civil and all that, because you don't want to annoy them. But 'brown nosing' politeness can be perceived as a sign of insecurity or weakness. You're the one in control, not them. They need you - you don't need them. So don't be too polite, or you could end up being someone's 'bitch'.

3: Never be always available.

This is very important. If you always drop everything in order to help someone, then that's what they'll come to expect. This doesn't do you any good, because then they'll get annoyed at you for not always being there for them. You have a job too, and you have your own responsibilties and tasks. The less you're available, the more they'll respect that you're a busy man, and then when you DO make yourself available to them, the more they'll appreciate it. Give yourself some space.

4: Don't accept a job without the proper process being followed.

If someone bypasses the helpdesk and calls you to ask for something to be fixed, ask them to log it with the helpdesk first. You'll fix it when it comes to you through the system, and that's all. Don't accept or encourage shortcuts, as this only encourages them to take advantage of your 'friendship' (see Rule 1).

5: Document everything that you do.

Users don't always tell the truth, and some of them will lie or speak with ignorance. If you haven't documented what you've done or why, then it's your word against theirs. Electronic documentation about what you do with a job helps cover your arse.

6: Don't make eye contact with those you don't want as your 'friend'.

Making eye contact with someone is a great way to encourage them to talk to you. You don't want to do this, because what will they talk to the IT support guy about? That's right - the problems they're having with their computer. Or they'll chat with you for ages, preventing you from getting back to doing some real work. If you can't avoid making eye contact with people, try going a different route where others don't go.

7: You are your manager's equal.

You're all human beings, and they were once in the same situation as you - being on the lower end of the ladder. Don't let their egos take control. Treat them like you would any other workmate. Call them 'man', 'mate', or even 'dude'. Don't put them on any pedestals and encourage them to believe they're better than you. Don't take any crap either. If they want to be a power tripping Nazi all over your arse, tell them to back off. Of course, make sure you're doing a good job. Which leads me to....

8. Do a great job! You have to make sure you're doing a bit better than just 'average' with your work if you want the respect from your managers and colleagues that will allow you to follow the above tips. Use your initiative to see where things can be improved and try to improve them. Make sure all your work is done within deadlines, and offer to do the work of others, as long as you know you can do it easily. The more you do, and the more you're noticed doing it, the more respected you'll be. This leads to promotional opportunities, allowing you to get more money and move away from doing the stuff you really don't like to do.

9. If you don't like it, do something else. This is another golden rule. If you're not enjoying your work, quit before they fire you, because your lack of enjoyment or enthusiasm is only going to show up in the quality of your work - or, more likely, your lack of work. Find a different career, or a different department where you'll be doing different work. It'll save your mental health, and it can save your career too.

I hope you've found some value in these tips. They're things that have worked very well for me over the years. All the best with your own attempts to follow them.