Literally Doesn’t Know Where To Start

, , , , , | Right | August 19, 2020

I work in IT for a retail company. I freely acknowledge that the users I support don’t have the technical knowledge or experience that I do — that’s how I keep my job — but it amazes me the number of people who don’t know even basic stuff about computers. I get variations on this a lot.

Me: “Okay, it looks like I’m going to have to remote in. Can I get your computer name?”

User: “It’s [employee number].”

Me: “No, the workstation ID so I can remote in?”

User: “Oh! It’s a Dell.”

Me: “No… the name of the computer so I can connect to it. I need to connect to the computer to assist with your issue. It’ll be in either [format] or possibly [other format].”

User: “Where is that?”

Me: “If you don’t have a sticker on the tower, you can pull up your start menu and type [NAME].”

I spell it out phonetically.

User: “What’s a start menu?”

Me: “In the lower left-hand corner of your screen; you’ll see either four different colored boxes or four white boxes.”

User: “Where’s the start menu?”

Me: “Do you see the clock in the lower right-hand corner of the screen? Opposite that.”

User: “Start menu… Okay, where am I supposed to click?”

Me: “Just type [NAME].”

User: “Where?”

Me: “Once you’ve pulled up the start menu, just type [NAME].”

User: “Okay, now what are you looking for?”

Me: “There should be something that says either [Device Name] or [Computer Name].”

The user proceeded to read me all the system information for the computer.

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