What do you say when your boss says 'I need it to be a priority today'

[HereBeFuckery]

Okay, so, I do a lot of IT stuff at work (not all my job but a big chunk).

I configure new machines, quite often. I get 24-48 hours notice, mostly, and then get 'I need this by x' or 'can you get it done for today I will need it'. It's stressful and annoying. It could be avoided with proper communication and some basic planning. As is true for most IT support...

When I run into a snag (as in the case today), I sometimes have to get external IT support to help (I'm not trained or qualified and I don't know all the answers, plus I have a million other deadlines).

So, when I reply 'it will depend on another party, it's outside my control, I will do my best', the reply is 'I really need it today, can you please prioritise it'.

Other than applying head forcefully to brick wall, how do I deal with this?

(For avoidance of doubt, I have tried replying 'yes, it will be my priority but I cannot affect the timeline of the external party, and I can't guarantee how long it will take to find a fix'. This gets the same answer on loop).

In that situation there isn’t much you can do except repeat, repeat, repeat. I’d chase the third party and ask them I need them to do x task today, but that’s literally all you can do.
If anyone has other ideas I’d like to know

You've tried everything you can try in the moment tbh. The only thing you can do is try and get ahead of the problem between requests by setting up some sort of request system and SLA for how quickly you can be requested to turn items around, which will require the support of your boss and possibly other senior bods too.

Basically, you need to get in a position where you have the process and backing to say "I'll do what I can, but if you need it today you need to request it 3 days in advance" or whatever.

Unfortunately I don't think you'll ever truly get rid of requests like this, and passing them down the chain to the external party is really all you can do. Could also be worth doing some education of the people making the requests around the SLAs for your team and the external party assuming those are being met

yes it is my priority and it'll be sorted asap (no need to get into specifics)

I'd give it back to them after the first time.

So
-I need this done today

-I'll do my best, but it's reliant on x y z

-I need this done today

-What would you like me to do?
or
-How do you suggest I make that happen?

After it is fixed suggest that a decent IT support contract is arranged. Then let us know who provides this service, as they are rare.

You can add, I’ll make sure the third party understands the urgency and prioritizes it. If the 3rd party has an SLA you can quote that - ie they will respond by x.

Yes, of course, it will be prioritised and I shall explain the urgency to the external company.

And if they don't come through, well, you explained that it was top priority.

Cover your arse by backing up telephone enquiries and chasing the external company by email as well as calling, though, as the sort of boss that does this tends to need forwarded copies of emails before they believe you weren't sitting there filing your nails whilst laughing to yourself about how their top priority job is only going to happen after you've reorganised your desk drawers, gone for a chat with Reception AND you've done your Ocado order using company equipment and time.

I like the idea of having my own SLA - the issue is that when I'm dependent on the external support, I have absolutely no way to know how long they will take. Can be an hour, a day, a week.
We have no max response time as the Directors are too cheap to pay for an SLA for support and we buy a package of support time. I have pointed this out. We are bottom priority.

If I find reliable IT support who deliver, I will spam MN with endless posts about them, don't worry.

@CountessVonBoobs
Basically, you need to get in a position where you have the process and backing to say "I'll do what I can, but if you need it today you need to request it 3 days in advance" or whatever.
I would literally have an orgasm if I got three days warning of anything at work. Spontaneously. That 'just in time' supermarket logistics system? Yeah, we run on that but stretched thinner. It's shitty, and I hate it.

@RedHatsDoNotSuitMe I'll memorise both of those replies, thank you.

I would discuss that this is becoming a regular problem with my line manager.
Then, unless they had any better ideas, I would reply each time saying ‘company X requires Y amount of notice to book heir services. I will ask them to expedite the request but it is not within my control whether they do so or not. In future please bear this booking timescale in mind as otherwise delivery of service can not be guaranteed within requested dates.’

And I would cc line manager in.

Get a big sign for your desk that says Your piss poor planning is not my emergency. Then look at it pointedly mid discussion.

If my manager is standing in front of me requesting something that I must do as a priority I like to say 'hang on, let me get this down' then furiously type gobbledegook on my keyboard and then turn and say 'I'm afraid it looks like it'll be next Thursday at least until I can get this done' then cackle loudly while she storms off shouting that I have to do it now.
But then she's difficult and so am I and I don't work in IT. Sorry for being no help whatsoever.

Ha they won’t pay for a contract with the third party with SLAs? i would be mentioning that - so you will make sure they understand the urgency, but as you know there are no defined response times with x company!

The other thing I would do is log the amount of hours the task was with you, vs with external(s) - hard for them to argue with data!

@hedgeharris I like the logging idea - will try that!

Try giving your external IT support more notice as well. If you are only getting 24-48 hours notice, then when you hit a snag they are getting even time less than you based on your need. Your boss probably won’t believe it but in most IT support teams the engineers are not it’s sitting around waiting for a call. They are dealing with the people who logged their request earlier. If your boss is too tight to pay for the support they want, then you’ll have to play the game.

‘I’ll do my best but, as you know, we don’t have SLA priority support’ every single time.

"This is currently in the hands of the [xxx] team".

"Yes, this will be my priority today but that does not guarantee that it will be done for the following reasons xxxxx." I would confirm that in a very brief email, so that there is no room for 'misunderstandings' later on.

You have had some great replies. I would also consider setting the issue down in a paper for the long run, e.g., something like:

• an explanation of the problem - when X breaks down, it causes y problem. Businesss needs it to to be fixed within/ASAP.

• This doesn't happen because (you won't fork out for the SLA).

• Possible solutions and pros/cons of each, e.g. Agree SLA - pro is no more long delays, con is cost, etc, Etc.

• your recommended solution

Ask for it to be discussed at the appropriate decision-making forum, so that a way forward can be agreed. That way, if they still want to be cheapskates about the SLA, that's fine, it's clear they had advance warning there would be delays, and you are covered when you say 'I have impressed upon the third party the need for urgency'.

I’d say I understand that, but the firm doesn’t pay for a priority SLA so I’m afraid it isn’t their priority, and that’s a senior management call.

And I’d gather stats for management on average repsnsoe times and frequency of these discussions partly so I look proactive but also as it’s the right thing to do.

Tbh I wouldn’t worry about it too much (unless the company/world will end if its not done today of course)

I am always requesting things asap, or asking for lead times to be brought forward from our contractors. That’s because my boss is being asked by his boss to do so 😂 so he asks me

Even if I know it’s not going to happen, I’ve done my bit and ‘stressed the urgency’.

I’d just reply and say that - ‘I have stressed the urgency to our external support, I will keep you posted’

These are all fab ideas thank you. I will be trying them out! I particularly like logging response times and subdividing into me/external.
And to the pp who mentioned that the partners want more notice - I know! I would LOVE to be able to give them prior warning! I know they work super hard and get little thanks (not from me, I thank them often).

I find that failing to deliver things at short notice eventually encourages people to give me longer notice. They need to feel the pain of their own lack of planning. Each time they fail to get what they need in time I remind them that I can't turn things round instantly because I have lots of other people's work to do too.

I'm a freelancer, and another option would be to charge a rush fee for anything done at less than 48 hours notice or over a weekend - I don't do this but I've considered it. Probably not an option for the OP though.