User Support

When things go wrong, IT support professionals get the call. Here are the resources to help them improve their troubleshooting skills, their people skills, and their technical knowledge.

  • Do people present the biggest user support challenge?

    Do people present the biggest user support challenge?

    In a recent blog, I took a poll asking for votes on the biggest user support challenge. The winner was, "People: Users are too demanding, hard to work with, etc." What's the best way to deal with that...

    Joe Rosberg · September 24, 2008, 7:21 PM PST

  • Keep Thunderbird from building too big a nest on your hard disk

    Keep Thunderbird from building too big a nest on your hard disk

    Mozilla's Thunderbird is a great cross-platform alternative for reading e-mail. I've found that the software can require some tuning to provide the best possible experience, though. Here's a tip to ke...

    William Jones · July 10, 2008, 4:53 PM PST

  • Managing those extra tasks

    Managing those extra tasks

    There's a minefield of tasks out there, coming your way from an overzealous manager with such preambles as "can you just-" "would you mind popping over to-," and "when you've got a moment-." Beware: s...

    Jeff Dray · July 14, 2008, 7:56 AM PST

  • Go under your Mac's hood with the OS X Terminal

    Go under your Mac's hood with the OS X Terminal

    Apple's Mac OS X has a powerful command-line interface that many users will never even know exists. It's not for everyone, but for techs the Terminal can be a powerful tool. If you haven't explored th...

    William Jones · July 31, 2008, 10:48 AM PST

  • Lo, the gas man cometh

    Lo, the gas man cometh

    There are times when the cheapest option may not be the best, but how do you justify going for the more expensive option? A recent transaction with a utility provider got me thinking about this equat...

    Jeff Dray · August 4, 2008, 5:51 AM PST

  • Technical support according to Dilbert

    Technical support according to Dilbert

    Good comedy takes some element of truth and stretches it to the absurd. However, the Dilbert cartoon series might not have to stretch the truth too far when showing the humor associated with providing...

    Joe Rosberg · August 13, 2008, 12:28 PM PST

  • New virtual desktop offerings increase variety, but will they catch on?

    New virtual desktop offerings increase variety, but will they catch on?

    Even though we have more processing power on our desks than NASA used to put men on the moon, there are companies out there who want us to give up that power in favor of "dumb terminals" that access v...

    Andy Moon · August 11, 2008, 12:46 PM PST

  • Which virus protection software do you use? Take the poll.

    Which virus protection software do you use? Take the poll.

    Providing users with the most reliable and updated virus protection is an on-going challenge. It's always a good time to explore the best options.

    Joe Rosberg · October 14, 2008, 11:22 PM PST

  • Is there a future for locally owned PC retailers?

    Is there a future for locally owned PC retailers?

    I made a welcome discovery while wandering a shopping center yesterday: I found an independent computer sales and repair business. Before the Internet and the big box stores, these establishments form...

    William Jones · October 16, 2008, 2:55 PM PST

  • Seeing the help desk from the other side

    Seeing the help desk from the other side

    Jeff Dray recently got an insight into the workings of an IT help desk from a completely different point of view. It was fascinating to hear users from other organizations discussing their support tea...

    Jeff Dray · October 20, 2008, 4:20 AM PST

  • Cornell University questions the safety of hotel networks

    Cornell University questions the safety of hotel networks

    You do all you can to support your users and protect them when they are on the enterprise network. You have to send them out into the world sometime, though. Are your clients aware of the risks they f...

    William Jones · October 9, 2008, 4:27 PM PST

  • Can we protect everyone from the World Wide Web?

    Can we protect everyone from the World Wide Web?

    Despite two decades of evolution, we are still vulnerable to all kinds of malicious attacks by people who want to extort money from us or who have sheer malice as their motivation, but the news isn't ...

    Jeff Dray · October 13, 2008, 1:55 AM PST

  • Growing dependency on IT

    Growing dependency on IT

    With the passing of each year, it seems that companies are becoming more reliant on their Information Technology infrastructure. Consider how far we've come in a relatively short amount of time, and w...

    Joe Rosberg · September 4, 2008, 9:57 AM PST

  • Google's Chrome, and why it will change enterprise support

    Google's Chrome, and why it will change enterprise support

    Talk of Google's new browser, Chrome, is on the lips of techies everywhere. Lots of people have criticisms, but the software shows Google is sensitive to the way we use Web applications. Supporting us...

    William Jones · September 4, 2008, 9:26 AM PST

  • Securing your home computer

    Securing your home computer

    A user recently asked me what I would recommend to keep his home computer as secure as the ones at our office. Here's the list of considerations I gave him.

    Joe Rosberg · August 27, 2008, 10:56 AM PST