Author Responds
Hello to everyone and thank you for all the comments. They are really appreciated.
Please remember, the point of this poll was to look at the experiences of power users specifically It wasn't about support in general, and it wasn't by any means exhaustive, certainly much more research can be done in this space.
Also, we are working on other pieces to highlight other bits that came out in the poll. Patience please, we decided to write a couple of pieces where we could pull out issues separately rather than lump many important things together. More will come.
We'll say again that processes are the problem here, and not the technicians. We know that tech support was designed to handle the majority of users, we know that power users are definitely a minority, but we think you all have demonstrated that they are a significant minority because they affect IT spend.
Finally, thanks to those of you who have brought out the group that wasn't mentioned in this article and should have been - there is another class of user faking it and it is those who think they are power users or who claim to be - but are really just irritating everyone.
Biting the hand that feeds IT
