NOTE: I'm sorry this came out as a rant. It's been a rough few days. Thank you to those of you who make it through to the end and have any advice!
I'm a Business Systems Analyst that works with our users to identify and implement new solutions within our ERP system. As a result, the organization simply views our small dept of 3 as the "ERP Gurus" and treats us like a Help Desk when they need help doing their job.
To be clear, we don't dislike helping our users... of course issues arise that only we can solve. However, it's the fact that's we've become the default "go to" for every single little thing that has been driving me up a wall lately.
As mentioned, our primary role is implementing new solutions, but our users seem to think we just sit around waiting for them to message us on Teams as they ignore our mandatory ticket policy. Doesn't matter if Teams shows I'm in a meeting and sharing my screen. Doesn't matter that when they message me, they clearly see my status that states I cannot help without a ticket. They message anyway. But whatever, I'm a professional and so I gently remind them about the process, they comply... until the next time they need help.
And so finally, my department worked closely with our users to understand why they're so helpless. After many discussions with the user base, we got them all training in their respective departments and created an easy-to-use, one stop shop intranet site on our ERP system. Each department has a subpage with quick start guides, how to videos, FAQ's, process documentation and even lists their department super users that they can reach out to for help before determining it's an "IT issue". They don't use it. It's not that it's hard to use or that they can't find what they need, they literally don't visit it (according to the analytics). Unique visitors average between 1-3 users a week. One of which is me checking the analytics, the other my manager using the resources and I imagine the last is that week's one new hire who stumbled there while bored their first week. Our IT department even pushed out a shortcut on their desktop, added it to their browser favorites and it's linked on our main intranet site.
Has anyone else experienced anything similar? Were you able to find a solution or was the solution just acceptance?
BONUS STORY:
Customer Service messed up entering an order. I look into it, tested a fix it in our DEV system and then provided the users step-by-step instructions, marked up screenshots and all. Not even 10 minutes later I get a Teams message from the dept with the easiest task... he doesn't understand. So, I send him the How-to-Video from our intranet site that walks through the 3 clicks needed to complete this step. He says nothing. Later, Customer Service e-mails me that they want to get on a Teams call to discuss the fix and I reply, "Sure! Just let me know where you're getting stuck and why. That way, I can look into beforehand and be prepared for the call." The same guy who had messaged me on Teams replies that "it would be easier to just talk on Teams than type the whole thing."
You know what would be easier for me? Not having to hold your hand to do YOUR job so that I can actually focus on the projects I have on my plate. If you can't even bother to type a hint at what your issue is or where you're getting stuck, then why should I give you another minute of my time?