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1Being an information technology, or IT, worker is not a job I envy. They are the ones who, right in the middle of a
2critical meeting, are expected to instantly fix the projector that's no longer working. They have to tolerate the bad
3tempers of colleagues frustrated at the number of times they've had to call the help desk for the same issue.They are
4also the ones who know there are systems that are more powerful, reliable and faster, but their employer simply will not
5put up the funds to buy them.
6According to a recent survey, employees who have a job reliant on IT support consider IT a major source of job
7dissatisfaction. Through no fault of their own, they can suddenly find their productivity deteriorating or quality
8control non-existent. And there's little they can do about it.
9The experience of using IT penetrates almost the entire work field. It has become a crucial part of employees' overall
10work experience. When IT is operating as it should, employee self-confidence swells. Their job satisfaction, too, can
11surge when well-functioning machines relieve them of dull tasks or repetitive processes. But if there’s one thing that
12triggers widespread employee frustration, it's an IT transformation project gone wrong, where swollen expectations have
13been popped and a long list of promised efficiencies have been reversed. This occurs when business leaders implement IT
14initiatives with little consideration of how those changes will impact the end user.
15Which is why managers should appreciate just how influential the IT user experience is to their employees, and exert
16substantial effort in ensuring their IT team eliminates programming errors and application crashes. Adequate and timely
17IT support should also be available to enable users to cope with technological issues at work. More importantly, IT
18practitioners need to understand what employees experience menially when they use IT.
19Therefore, businesses need to set up their IT infrastructure so that it is designed to fit in with their employees'work,
20rather than adjust their work to fit in with the company's IT limitations.
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