The day I changed sides and joined a support team, I learnt not to trust users like me

Betwixt chair and keyboard sits the problem of which you speak

A senior IT support manager at one of my previous clients’ workplaces – a national daily morning newspaper – memorably confessed to the rest of us on his team that he had experienced what it was like “on the other side”.

This was a startling confession given that it was only 8.30am.

We were crammed as usual into the tiny project room for our daily breakfa…