Help, Please!

Want to start an heated discussion? Just ask any lawyer how they feel about their firm's IT Help Desk. Or ask IT staff how they feel about the attorneys they serve.

No question about it: It's hard to hire effective entry level IT staff. In CIO|Insight, Dan Resinger cites a York College of Pennsylvania survey of 520 HR professionals/hiring managers to see what they look for (beyond baseline tech skills). The results were obvious, but why is so difficult to find candidates with these traits: 1. Courtesy and respect, 2. communication skills, 3. appropriate appearance, and 4. accepting responsiblity.

A third of respondents said that professionalism has eroded over the past five years; and 60% of hiring managers complain about "a sense of entitlement" among first-year, college-educated employees. And 39% reported problems with IT etiquette among new employees. But maybe the economy has kicked a little, um, er, attitude. Forty percent of respondents said the diminished job market has helped improve the quality of candidates.

Candidates' top concerns: opportunities for advancement, and work/life balance. 

Does success boil down to basic customer service? Castle & Nicholson CIO Erica Greathouse and I recently discussed why law firms sometimes prefer a less-competent IT staffer to an aloof expert. 

What's your take? Lawyers, what is your pet peeve about Help Desk? IT staff, what drives you crazy about lawyers? Post a comment below?