I work as a level 1 IT at an office, and there’s one employee who constantly clogs up our support ticket system with ridiculous or unnecessary requests. For example, he recently asked for two curved 240hz gaming monitors for his desk (this is a standard office job, not gaming or design-related), and also wanted an extra laptop to keep at home because carrying his assigned one back and forth was “too heavy” and “too much work.” Every time he puts in a ticket, it’s for something over-the-top or clearly outside policy, and when I politely deny the request or offer alternatives, he leaves negative feedback which goes to my boss- even when I go out of my way to help. It’s gotten to the point where our manager agreed that I no longer have to take his tickets, and someone else can deal with them instead. I feel a bit guilty stepping back, but I also feel like he’s taking advantage of the system and wasting our time.
AITA for refusing to help him anymore, even with the basic tasks that I could easily do in a couple minutes?
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I work as a level 1 IT at an office, and there’s one employee who constantly clogs up our support ticket system with ridiculous or unnecessary requests. For example, he recently asked for two curved 240hz gaming monitors for his desk (this is a standard office job, not gaming or design-related), and also wanted an extra laptop to keep at home because carrying his assigned one back and forth was “too heavy” and “too much work.” Every time he puts in a ticket, it’s for something over-the-top or clearly outside policy, and when I politely deny the request or offer alternatives, he leaves negative feedback which goes to my boss- even when I go out of my way to help. It’s gotten to the point where our manager agreed that I no longer have to take his tickets, and someone else can deal with them instead. I feel a bit guilty stepping back, but I also feel like he’s taking advantage of the system and wasting our time.
AITA for refusing to help him anymore?
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OP has offered the following explanation for why they think they might be the asshole:
> 1. the action that i took is refusing to help a client anymore even though it is part of my job and even denying to take basic support tickets from them
2. that might make me the asshole for denying even the small requests and refusing to help them
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Contest mode is 1.5 hours long on this post.
Don’t you already know the answer to this question since your manager has already stated their position?
NTA, he’s 100% trying to take advantage of the company. There is no reason he can’t take the laptop that he has back and forth. I work somewhere where I do custom artwork. I have one nice screen that is meant for high-end graphics and one normal one. Someone needs to talk to him. What he is asking is ridiculous.
Been in IT support for 9 years. NTA. He’s literally wasting your employers time and money by gumming up the works with unrealistic requests. People like this tend to get fired.
C’mon.
I know it must be hard to believe when your manager agrees with you that you are NTA, but you are.
This guy is pushing it. He’s hoping you’ll give in to avoid his negative feedback.
Let him try that strategy all over again with a new person.
Eventually, he’ll either give up or get fired. Not your problem either way.
NTA, you’re setting a boundary after being treated unfairly. Even your manager agrees he’s wasting your time. It’s not refusing help it’s avoiding unnecessary abuse.
NTA Where is the guilt coming from? If it’s just a zombie feeling that comes from a habit of people-pleasing, then take the time to see through it so you understand why feeling that way isn’t needed.
This guy is an ungrateful backstabber. He’s like a scorpion asking for a ride across the river. Even if it doesn’t make sense he will sting you because it’s his nature. Just be glad you don’t have to carry him anymore. Don’t sacrifice your reputation by being the one constantly associated with his BS. If you allow that for too long some of the mud will start to stick.
ESH.
Whether he’s taking advantage or not, it’s your job to deal with IT issues.
Part of your job is explaining your employer’s policies. So if he is making unreasonable requests, your job is to say, “I can’t do this because it would violate XXX policy.” That is what you are paid to do.
My job involves using computation to do new things and it really irritates me that certain IT people will not stay in their lane. You said that you’re confident that this guy is doing standard stuff and doesn’t need the items he asks for, but I strongly advise you to check with his supervisor because if he were me, he would be raising hell.
You said your manager has already agreed to let you off the hook and have someone else deal with him in future. That sounds like it’s for the best at this point. You’re both clearly fed up with each other and it sounds like there are other people who could help him.
However, I repeat that you should be very confident that people don’t know what they need before you stand in their way. You have IT expertise and may have great advice for people if you can have a positive interaction with them and have a conversation instead of feeling it’s your job to stand in their way.
NTA. Your supervisor already approved it even. It’s the boy who cried wolf but computers
This sounds like an issue that your manager needs to bring up to that employee’s manager.
NTA
Nope NTA. You followed protocol and now when he pulls this with the next person the big bosses eyes are on it id imagine.
Oh I’ve had this before.
Over-demanding and leave negative feedback when your requests for unneeded hardware are declined. 3x you’re out.
“Sorry, due to your poor review history of me, all your requests must go directly to a manager for approval to ensure quality service. And my manager is busy, he’ll get bsck to you in 3 days.”
I’ve also told one guy to write a 3 page essay on why he needs X,y,z hardware desktop upgrade AND a new laptop to justify the expense.
He started yelling, so my boss asked what was going on and I told him “he seems to think increasing his volume is justification to drop 5000$ on new hardware he doesn’t need.”
NTA
IT professional here! As long as he’s submitting tickets, there’s a paper trail of his pattern of ridiculous requests and your polite responses. Sounds like your boss also has your back! Don’t let him make you feel bad; sounds like he knows he is pushing the envelope.