It is your first week in technical support at a local college. An instructor has

Question

It is your first week in technical support at a local college. An instructor has called the help desk saying that she cannot install a new software application on her desktop computer, and you have been asked to visit her office to make the installation. (The policy at the college is that all systems have least privilege and for security reasons users cannot install applications.) When you arrive at her office, you are immediately confronted with an angry instructor who complains that she cannot do her job because of all of the restrictions. She demands that you provide her with the ability to install her own applications. Two other instructors hear the commotion and come to her office with the same complaints. What is the best way to handle the situation? Should you try to explain the reasoning behind the restriction? Or should you simply say, "That's the way it is" and walk off? Is there a better approach?

Explanation / Answer

Yes there is a need to explain the reasoning behind the restriction as technical support. It is our responsiblity to provide the proper reason. For Security reason we have restricted in installing software for unauthorized user. if u in need of it you can can contact your reporting manager to drop a mail to technical support concern person regarding the installation.so that it can be done .

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