One of the most annoying things that can happen is if an employee calls you with a problem they’re facing with another company and tells you, their IT told them “to talk to your IT”!!!

OK, in some cases the employee can convey the problem properly and we can process to solve it but most times the problem is related to both sides, so we need to get more information in order to solve the problem

We ask the employee what exactly the IT told them, and nothing … I remember once some company blocked FTP so that was clear we told them to tell their IT that whatever they needed to download is hosted on an FTP server and if they want another way they needed to contact us. I think that was clear enough

We tell the employee to provide us with IT contact, or some of them send emails while cc-ing us and yet you have most of the IT ignoring this and preferring to exchange messages through the middle man who is in no way related to IT.

Just a bit of an advice, if you are ever told to contact your IT and you aren’t sure what message to pass, just transfer them to your IT, give them their number, email, anything. less headache and both IT ends can quarrel together to reach a solution