While the supposed incoming A.I. revolution into every aspect of our lives remain to be seen and written, I can firmly say at this moment that if you act like a robot, you will be replaced by one.
In any service support role, part of problem solving is to critically think. That’s where the money is. If all you can do is follow set directions and nothing else, then a robot can be programmed to take your place. Best of all, that robot doesn’t incur healthcare costs or ask for raises every few years.
It’s frustrating for me to see colleagues who cannot critically think. None of this is the proverbial rocket science. Half of this I.T. support job is Googling for answers. It’s impossible for a single support person to have seen every possible problem out there. Every new year brings new software and hardware, and along with it new potential issues. None of it is written down, you have to go find it yourself.
I’m nobody special. If I can do it, then the royal you can absolutely do it too. The point of support ticket assignment is for the assignee to figure some stuff out. The first little roadblock isn’t enough a reason to ask for assistance. Not when there’s a wealth of information out on the Internet. That’s how I learned: researching, applying, making some mistakes along the way, then arriving at the particular answer to a particular question.
Part of it I think is some people are afraid to make any mistake at all. They want to be certain of a move before making it. That’s unfortunately not going to cut it at a job where you’re paid to think. If I have to give you the answers, then I rather use a robot because its execution I can trust 100% - no change of human error!
Waiting for clothing.