I love our IT department, but I have no idea how to talk to them.
We're from different worlds: Me, wanting to describe the many esoteric and substantial ways in which my email's downtime is affecting the quality of my work and, consequently, my fragile mood. And them, desiring only to know when and why the problem occurred, and what I had done to mess things up.
We just can't seem to reach an understanding.
When I call the help desk I want the problem addressed, sure. But what I really want is someone to empathize with me. I want the person on the line to say, "Oh my god, you've been without email for how long? That's ridiculous! How are you even getting any work done? You poor thing. This must really be stressful. I'll open a ticket right this second and send one of the Cute Boys over. And I'll specifically tell him to bring you glazed donuts. And coffee."
Possibly I would like a little metaphorical hand holding and shoulder patting as well.
Instead, they say things like, "Yes, there is a known server issue at your location. Do not worry."
Okay, she did tell me not to worry. At least they seem to be making an effort.