Sometimes it seems that I can never have an unequivocally good time at both home and work; as one thing improves, the other develops a problem.
Yes, I know, everything’s in cycles, but they usually change any time I comment on them to someone close — how I used to bicker with my UMich roommate in 1998-9 one day, and the next find him being civil and chatty.
And similarly, my former-drummer housemate, having been a jerk to me last Thursday, seems to have mellowed a bit now, probably because I haven’t managed to get on his nerves in a while, thanks to avoiding him outright whenever I can. I did try to apologise on Sunday for the pie incident, but he threw it back in my face, and also accused me and our Turkish housemate (with whom he’s had major arguments in the past) of being “anti-social”, despite the fact that he seems to be more reclusive than either of us, since ending his career as a session drummer and drumming instructor.
Maybe I should pity him, as I know how hard it can be to interact with people after spending a lot of time alone, and he’s leaving music behind to drive trucks for a living… but at least tonight he’s been relatively decent, not having a go at me for cooking in the kitchen (beyond the usual implied criticism for eating Quorn). In US military terms, I’d say we’re back down to Defcom 3 — not exactly peace, but not overt conflict.
(I just wish I hadn’t become so paranoid that I’d downloaded a sound recorder app onto my phone, in case I needed evidence…)
But as that situation goes up, so the other end of my life see-saw, work, goes down just a little bit. Those of you who have worked in helpdesk roles will understand the ticket system: broadly speaking, your “flock” e-mails the helpdesk address with problems, tickets are created and assigned, and you’re judged on how quickly you resolve them, and also on the rating that the original senders give upon completion. Maybe the details are different for you, but that’s my lot in life, and I either pass on tickets to my teammates (where it’s their speciality or otherwise beyond me), or shoulder the burden myself.
I deal quickly with a hell of a lot of tickets, including layman stuff like changing printer toners (though I monitor those myself anyway, and thus usually obviate tickets being needed at all), adding people to or removing them from e-mail groups, troubleshooting simple problems with people’s computers, setting up and deploying new hardware, training people to use the infernal Skype for Business, installing the infernal Windows 10 updates, creating new starters’ accounts, setting up equipment for video conference calls… all the stuff you’d expect Tier 1 to do, and a bit of Tier 2 as well, as they’re happy for me to take on more tasks where I know what I’m doing.
However, every so often a ticket will come along that I’m supposed to deal with, but which taunts and frustrates me. There’s one young lady downstairs whose PC I set up for her when she started (one of the first I did, in fact), but which seems to give her no end of bother. Every time I think I’ve fixed something (e.g. by reinstalling Firefox), either the same problem or a worse one arises. It’s probably not unrelated to her habit of having 20-30 e-mails open in Outlook at any one time, along with 20 or 30 tabs open in Internet Explorer…
And my boss is getting concerned about the time it’s taking me to resolve this… but even though we now have some brand new Windows 10 PCs ready to set up, she wants me to “do something drastic” to resolve this, and re-image the girl’s PC. This is despite it having started life as a Windows 7 machine, re-imaged with Windows 8, and then upgraded to Windows 10 during the “free” period — which means I have no way of knowing which of our (expired) Windows 8 keys I could put in, even if that’d work with Windows 10 installation media. I can also try telling Windows 10 to “reset” itself, but even if either of these techniques works, I fear it’ll serve to do nothing save undo all the tweaks I’ve put in to overcome problems (such as changing graphics card options), and just bring back every problem we’ve already overcome — and how will that lead to a quicker resolution?
Don’t get me wrong, she’s a lovely boss when things are going well, and she (mostly) respects me and my opinions (even if she’s one of those people who tends to treat me like a naive manchild); but she’s very much a manager first and a computer expert second, and doesn’t always appreciate how difficult some tasks are. On the other hand, she’s allegedly a lot nicer and more understanding than other IT bosses, and the team whose member has this issue is one which always seems to find things to complain about (especially another member, to whom my boss refers with a preciousss nickname), so I’m motivated to get it taken care of, for her sake as well as my own.
(However, I’m not averse to simply outright replacing the girl’s PC and lying about it, perhaps in conjunction with another of her teammates whose PC definitely needs a replacement… results are what matter, right?)
And that’s not the worst part: I’ve had other tickets open altogether too long, thanks to users not responding when I’ve asked them for updates (or re-opening tickets that I’ve tried to close as impossible to fulfil), combined with my tendency to procrastinate if I need someone’s advice but he’s too damn busy with a more important task (it doesn’t help that I work in the office five days a week, while the others frequently work from home).
What I really need to do is remind myself that one bit of honest criticism doesn’t mean my job’s hanging by a thread again: even if my boss wanted a pretext to get rid of me (despite my having made it successfully through 2016), a lot of people at my employer seem to like me, give me good reviews on my successfully-closed tickets, and sometimes even refer to me as a “hero” — so there’d probably be a rebellion if she got rid of me so unceremoniously (especially considering how bad my predecessors were).
However, I also shouldn’t get complacent: while it’s certainly true that I close a lot more tickets than my colleagues, that’s simply because I take care of all the easy “low-hanging fruit” tickets, while they focus on the more complex tasks (like university e-mail servers bouncing our messages, in a kind of arms race), or specialised tasks that a sub-team deals with (like the members’ database). I’m part of the team — the face, as you’ll remember — and while I work hard and do my best, now and then I do need a bit of a kick up the rear to remind me not to procrastinate, that I really do need to pester my colleagues for help (or pester users for more information), rather than let things slide due to a lack of confidence.
And confidence is something I need at home as well: if I’ve done nothing wrong, why should I be intimidated and stay in my room until that guy’s gone, or worry about cooking stuff in the oven if he’s around in the evening? In all probability he’s the one suffering from confidence issues at the moment (truck-driving sounds like a lonely, thankless and unrewarding career), and putting on loud bravado to cover his fear of human contact — so no sense in treating him like I’m afraid to be alone in a room with him, as he’s annoying at times but relatively harmless, and he does still coordinate paying the rent and other bills on our behalf.
(Or, on the other hand, he’s on drugs?)
I hope I’m wrong about work and home being the see-saw of my life, and that both can in fact be good at the same time. Of course, there’s other aspects to my life, such as my ongoing attempts to find a girlfriend — could it be a triangular see-saw? — but I don’t want one thing to suffer just because the other things are going well: I want it all…
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One way in which I’m trying to improve my confidence is to just “go for it” whenever I’m reluctant to finalise something — like an e-mail to a user, or a post in this blog that I’ve been picking at for far too long. I just think to myself: “I like to live dangerously”… in reference to this classic Austin Powers scene. And on that basis, I’m going to stop worrying about typos or word usage (or accuracy, which never bothers me normally), and click “Publish” for this post…