'Let's hear it for IT support'

" Hello, I work in computer support and I am here to solve your IT woes.

OK, I don't introduce myself like that, but it seems to be almost a common assumption made when "users" meet you for the first time. More of what I think of them later. First, what do they think of me? Geeky.

For we don't do a lot to help our cause. A passion for video games, gadgets and all things Star Wars are my geek weaknesses. I do wear an anorak, but have been assured by my non-IT friends that it's a trendy one.

"I do wear an anorak, but have been assured by my non-IT friends that it's a trendy one"
Shane Choudhury, London

I've lost count of the times I've been the butt of geek-related jokes but it doesn't bother me as much as when I first started and felt more vulnerable and fresh.

IT support people have thick skins and if you think we are geeky, then you really need to have a look at software developers - geekiness personified.

A lot has changed since I started working in IT with more and more support people becoming more like human beings and less like Mr Spock.

Total users

We call the people we are employed to support "users". Whoever thought that up couldn't have described it better. Users need their fix and need it NOW: "What's more important than me not being able to check my share portfolio prices using Internet Explorer?"

And it's clear which users are OK (maybe they bought you a drink, lent a video game...) and which are a right pain in the proverbial.

I've had some bizarre support calls. A senior bod in finance claimed something very odd was happening when typing. When I arrived, after a 20-minute bus ride, it turned out that he'd changed the character font to white - the same colour as the background.

One morning I found a Sony Playstation dumped on my desk with a post-it note attached, saying: "Dear Shane, please could you do me a favour and fix my son's Playstation? Thanks Andy"

Worth a laugh

"Have you rebooted your PC?" That has to be our most overly used phrase, and most people think we're fobbing them off. But if they complain that we always tell them this, why do they call BEFORE rebooting their PC?

In my early days I was guilty of making the worst assumption of all - that people know more about IT than they do.

But now I find I'm more forgiving of those who do something wrong due to a lack of knowledge than those trying to be clever.

There are many things that I love about doing this job. I enjoy the uniqueness of it, with the constantly changing and evolving of technology.

I enjoy the banter with the team and I admit, I sometimes do enjoy having a quiet laugh at other people doing something fundamentally stupid.

And if I am really honest, I do enjoy helping people. For you need us and don't you forget it. "

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The IT Crowd
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