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help desk
(164 results)-
Downloads
Avoid costly errors by verifying cross-foot results in Excel
Apr 2009
Cross-footing can help keep your worksheet healthy, but comparing subtotals can only go so far. See how a simple IF function can alert you to problems with your data.This download is also...
Provided by Susan Harkins
-
Downloads
10 steps to setting up page numbering in Word sections
Sep 2010
If you've ever been outfoxed by Word's page numbering options in a multiple-section document, here's good news: Controlling how the pages in each section are numbered is actually pretty easy....
Provided by Susan Harkins
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Downloads
10 common user questions - and some analogies that help clear things up
Dec 2009
Sometimes, the only way to help users grasp a tech concept is to throw them a lifeline to something they already understand. Here are some field-tested analogies from TechRepublic members.This...
Provided by Jaime Henriquez
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Tools & Templates
Automated Trouble Ticket Tool
Sep 2004
Manage help desk calls easily with this VBA-driven Excel workbook. It offers forms for opening and updating tickets, printable statements for record keeping, and a report feature. This version...
Provided by TechRepublic Pro
-
Downloads
10 ways to get your help desk ready to support a new rollout
Mar 2006
Rolling out a new app or system can wreak havoc if support is handled as an afterthought. These tips will help you plan and manage help desk involvement in the rollout so that your staff is...
Provided by TechRepublic
-
Downloads
10 things you should know about Microsoft Windows Server Update Services (WSUS)
Aug 2005
This list outlines 10 things about Microsoft Windows Server Update Services (WSUS) every network administrator and help desk technician should know. In June 2005, Microsoft released Windows...
Provided by TechRepublic
-
Downloads
10+ mistakes Linux newbies make
May 2010
You can make things a lot less frustrating for your new Linux users by helping them avoid these typical rookie mistakes.This download is also available as an entry in our 10 Things blog.
Provided by Jack Wallen
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Downloads
IT Help Desk Survival Guide, Third Edition (ISO file)
Jun 2007
Burn your own CD version of TechRepublic's IT Help Desk Survival Guide, Third Edition. This download is a complete image of the CD available formerly for sale in our TechRepublic catalog....
Provided by TechRepublic Pro
-
Downloads
10 QuickBooks issues and how to resolve them
Jun 2010
When something goes wrong with QuickBooks, the consequences can be pretty dire. Luckily, many common problems are easy to fix -- once you know about them.This download is also available as an...
Provided by Jack Wallen
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Downloads
10 steps to creating an Outlook appointment (without using your mouse)
Oct 2010
If you're a diehard keyboard fan, you'll appreciate this mouse-free technique for setting up your Outlook appointments.This download is also available as an entry in our 10 Things blog.
Provided by Susan Harkins
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Downloads
Debrief and Defend: Windows Vista vs. Windows XP
Apr 2007
Windows Vista, the new operating system that replaces Windows XP, introduces a wide range of updates, features and security enhancements. With a new user interface, tools, utilities and numerous...
Provided by TechRepublic Pro
-
Downloads
10 tricks for working more efficiently in Microsoft Outlook
Feb 2007
Outlook's extensive feature set stymies a lot of users. They learn a few survival skills on the fly (how to send e-mail, how to enter contacts) but don't take full advantage of Outlook's...
Provided by Susan Harkins
-
Downloads
How do I... Publish Microsoft Access check box controls to a Word document?
Apr 2007
When you publish an Access report to Word, you'll lose any check boxes the report contains. Luckily, you can take advantage of a couple of workarounds: either display the literal values or use...
Provided by Susan Harkins
-
Downloads
10+ things support techs say (and what they really mean)
Apr 2007
Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions,...
Provided by Jeff Dray
-
Downloads
How do I... remove the built-in icons from the Office My Places bar?
Jun 2007
Office 2003's My Places bar makes it easy to add or remove custom icons. But getting rid of seldom-used built-in icons requires a trip to the registry. Here's a rundown of the steps you can follow...
Provided by Susan Harkins
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Downloads
5 reasons customers get grumpy (and one way to deal with them)
Jun 2007
We've all faced our share of unpleasant, quarrelsome customers. They're a fact of help desk life. But as seasoned tech Jeff Dray observes, it helps to know why those customers are grumpy, so that...
Provided by Jeff Dray
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Downloads
How do I... Remove misspelled words from the custom dictionary in Office 2003 or 2007?
Jun 2007
The Office custom dictionary is a great timesaver, allowing you to store terms you don't want the spell-checker to flag as unrecognized. But if you accidentally add a misspelled word, you're...
Provided by Jody Gilbert
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Downloads
Support Professional's User Administration Tool Kit
Sep 2007
Support Professional's User Administration Tool Kit collects the account, asset, and policy tools and templates that small and medium businesses require to efficiently manage day-to-day end user...
Provided by TechRepublic Pro
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Downloads
10 tips for helping users secure their Outlook data
Sep 2007
Your users probably understand the importance of safeguarding the data on their computers. But they don't always realize that some of that data is contained in Outlook. Here are a few suggestions...
Provided by Susan Harkins
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Downloads
How do I... Edit SharePoint documents using Outlook 2007?
Sep 2007
With Microsoft Office SharePoint Server (MOSS) 2007 and Outlook 2007, you can now incorporate SharePoint into your offline routine. By connecting a SharePoint library to Outlook, you can edit...
Provided by Tiffany Songvilay
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Downloads
10 ways to customize Outlook menus and toolbars
Oct 2007
Outlook comes with two types of built-in command bar objects, the Menu Bar and toolbars. Only one Menu Bar is allowed, but you can customize both it and the built-in toolbars. In addition, you can...
Provided by Susan Harkins
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Downloads
How do I... Set my own default file locations in Word 2007?
Oct 2007
Out of the box, Word 2007 is set to save documents and user templates in standard locations. If that works for you, you're all set. But if you'd prefer to keep documents and/or user templates in a...
Provided by Jody Gilbert
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Downloads
How do I... Use quick flags to keep up with all that Outlook 2003 e-mail?
Oct 2007
Any trick or tool that helps you organize your work, your day, or even your life, has to make things easier. Outlook isn't a personal information manager (PIM), but you can use it to organize some...
Provided by Susan Harkins
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Downloads
Find it in Word 2007: Change Case
Oct 2007
Word's Change Case feature has long been one of its handiest devices. It's not smart enough to apply true title case (where articles and prepositions are left uncapitalized), but it will still...
Provided by Jody Gilbert
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Downloads
How do I... Group an Access report by the results of an expression?
Nov 2007
Grouped reports are easy to create, but sometimes you need more than the built-in settings. Grouping by an expression that references the report's data does more than group the data in a unique...
Provided by Susan Harkins
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Downloads
TechRepublic's Geek Gift Guide 2007
Dec 2007
Geeks love to give and receive gadgets, but what are the best and most geeky gifts of 2007? TechRepublic has brought together reviews and photos of some of the best geek gifts on the market. From...
Provided by TechRepublic
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Downloads
10 ways to get more mileage out of PowerPoint
Jan 2008
Microsoft Office users know that PowerPoint is a powerful presentation package, but some of them find it easier to write the content than to create and deliver the final show. The truth is that...
Provided by Susan Harkins
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Downloads
10 ways to improve your deskside manner
Mar 2008
When you go out of the office and meet a customer to resolve a fault or issue, using soft skills can help get the customer on your side. It's a given that you will have the technical skills, or...
Provided by Jeff Dray
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Downloads
10 ways for support techs to stay healthy and safe on the job
Apr 2008
As winter gives way to spring, many people are struggling into work with colds and influenza, which they may pass along to co-workers -- and to you. In fact, as a deskside tech person, you could...
Provided by Jeff Dray
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Downloads
10 ways to help your users enhance their online credibility
Aug 2008
Your users may not know how to achieve the best results from their online interactions. These pointers will introduce them to best practices and help them avoid missteps like linkjacking and...
Provided by Calvin Sun
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Downloads
What IT pros should know about exposure to hazardous materials
Aug 2008
From circuit boards to monitors to batteries to cables, toxic substances pose a very real threat to those who work with computer equipment. Here are some hazmat basics that every IT pro should be...
Provided by Deb Shinder
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Downloads
10+ ways to help your users transition to Word 2007
Aug 2008
If you're one Word 2007 support call away from a nervous breakdown, these tips may help. Susan Harkins addresses the most common areas of confusion and offers practical advice for helping users...
Provided by Susan Harkins
-
Book chapters
Break PowerPoint bad habits and build truly useful presentations
Sep 2008
Communications expert Cliff Atkinson integrates learning theory with PowerPoint 2007 nuts-and-bolts in his book Beyond Bullet Points: Using Microsoft Office PowerPoint 2007 to Create Presentations...
Provided by Microsoft Press
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Downloads
Generate a descending-order numbered list in Word
Sep 2008
Word can't automatically produce a numbered list that counts down instead of up. But with the help of a bookmark and some fields, you can work around that limitation.This download is also...
Provided by Susan Harkins
-
Downloads
10+ ways to help your users transition to Outlook 2007
Oct 2008
Unlike the other Office 2007 apps, the Outlook 2007 interface isn't likely to throw users into a panic. But you'll still need to help them get up to speed with new features and show them how to...
Provided by Susan Harkins
-
Downloads
Add a looping introduction to a PowerPoint presentation
Nov 2008
You can set up your slideshows to include a little preview presentation that will help prime your audience for the main event. Susan Harkins demonstrates this simple but highly effective...
Provided by Susan Harkins
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Downloads
10 commands you may want to add to the Office 2007 Quick Access Toolbar
Nov 2008
If the Office 2007 Ribbon has you pulling your hair out, a little customization may ease the pain. Susan Harkins explains how to put your frequently needed or hard to find items on the Quick...
Provided by Susan Harkins
-
Downloads
10 tips for boosting your Excel 2007 productivity
Dec 2008
If your users have recently made the jump to Excel 2007 -- or an upgrade is just around the corner -- you could be in for a lot of hand-holding. This collection of tips from our Office Suite...
Provided by Mary Ann Richardson
-
Downloads
10+ air travel tips for IT pros
Jan 2009
Flying has become trickier than it once was -- especially if you're packing a laptop and other electronic gadgetry. Here's some basic advice, along with a few pointers for traveling techs, to help...
Provided by Susan Harkins
-
Downloads
10 ways to help users transition to Linux
Jan 2009
There's no reason why switching to Linux should be traumatic for your users (or stressful for you). As Jack Wallen explains, you can set them up to succeed if you approach things the right...
Provided by Jack Wallen
-
Downloads
10 new Office 2007 interface elements (and what they're really called)
Jun 2007
Office 2007's redesigned interface includes a number of brand-new elements, and more than a few users are scratching their heads over the purpose of various tools, how they're used, and even what...
Provided by Jody Gilbert
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Downloads
Finding the right way to address mistakes your customers make
May 2007
When customers call you because they've done something wrong, how do you react? If you hastily resolve the immediate issue without taking a longer view and addressing the actions that led up to...
Provided by Calvin Sun
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Downloads
10+ things support techs say (and what they really mean)
Apr 2007
Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions,...
Provided by Jeff Dray
-
Downloads
10 simple tips for working more efficiently in Microsoft Excel
Apr 2007
Excel is a highly sophisticated application, and users don't always discover the easiest or smartest way to accomplish various tasks. This list of tips will help them shave significant time off...
Provided by Susan Harkins
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Downloads
SolutionBase: Create custom Help files with Help Publisher for FrontPage
Apr 2007
Documentation can be dull. You can make documentation for your users easier to use, more useful, and easier to distribute by using Help files tailored for your organization. Here's how to use Help...
Provided by Greg Shultz
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Downloads
How do I... Publish Microsoft Access check box controls to a Word document?
Apr 2007
When you publish an Access report to Word, you'll lose any check boxes the report contains. Luckily, you can take advantage of a couple of workarounds: either display the literal values or use...
Provided by Susan Harkins
-
Downloads
10 Windows XP tips and tools to simplify your work
Mar 2007
Whether you're trying to iron out problems with users' systems or you just want to optimize your own PC, these tips will help you work more efficiently with Windows XP. Learn how to launch System...
Provided by Greg Shultz
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Downloads
Remove field codes from Word documents with this handy macro
Mar 2007
Users sometimes need to clean up a Word document so they can send it to a production system or other publication platform without problematic elements like field codes. The Replace command can get...
Provided by Susan Harkins
-
Downloads
10 tricks for working more efficiently in Microsoft Outlook
Feb 2007
Outlook's extensive feature set stymies a lot of users. They learn a few survival skills on the fly (how to send e-mail, how to enter contacts) but don't take full advantage of Outlook's...
Provided by Susan Harkins
-
Downloads
Debrief and Defend: Windows Vista vs. Windows XP
Apr 2007
Windows Vista, the new operating system that replaces Windows XP, introduces a wide range of updates, features and security enhancements. With a new user interface, tools, utilities and numerous...
Provided by TechRepublic Pro
-
Downloads
10 obscure Excel tricks that can expedite common chores
Jan 2007
The business world is full of users who have neither the opportunity nor the inclination to figure out Excel's timesaving shortcuts. They end up wasting a lot of time (and adding to your support...
Provided by Jeff Davis
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Downloads
Build a knowledge base that streamlines your support operations
Dec 2006
It's senseless to invest a lot of time working out the solution to a problem without recording your findings for others to use when similar problems occur. Even a homemade knowledge base will make...
Provided by Jeff Dray
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Downloads
10+ e-mail best practices to share with your users
Nov 2006
These days, e-mail is used by just about everyone. Unfortunately, a lot of users out there don't use it right, flirting with security risks, consuming excessive bandwidth, and practicing lousy...
Provided by TechRepublic
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Downloads
10+ things you should know about providing great customer service
Nov 2006
Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him...
Provided by Jeff Dray
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Downloads
How do I... Put a Microsoft PowerPoint presentation on a CD?
Sep 2006
If you've ever tried to transport or share a Microsoft PowerPoint presentation only to discover that essential pieces were missing and it wouldn't run properly, you'll appreciate the convenience...
Provided by Steven Pittsley
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Downloads
60 keyboard shortcuts to move faster in Microsoft Internet Explorer 7
Aug 2006
Keyboard shortcuts can shave a lot of time off the process of performing various tasks in Microsoft Internet Explorer 7. This list includes all the basics, along with some specialized tricks that...
Provided by TechRepublic
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Downloads
10 obscure Word tricks that can expedite common chores
Jul 2006
Buried within Word are lots of cool tricks that not too many users have discovered. These are small things--shortcuts that, in some cases, may not look much more efficient than pulling down a menu...
Provided by Jody Gilbert
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Downloads
TechRepublic Pro's Business Case Template: New Help Desk/Support Staff
Feb 2006
The support and help desk staff serves critical functions within organizations. Whether a firm operates as a nonprofit entity, small business, medium-size enterprise, or global multinational...
Provided by TechRepublic Pro
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Downloads
IT Help Desk Survival Guide, Third Edition (ISO file)
Jun 2007
Burn your own CD version of TechRepublic's IT Help Desk Survival Guide, Third Edition. This download is a complete image of the CD available formerly for sale in our TechRepublic catalog....
Provided by TechRepublic Pro
-
Downloads
Require help desk analysts to make the most of down time
May 2006
During this 16-minute podcast, help desk guru Jeff Davis and TechRepublic Section Editor Bill Detwiler explore the issue of help desk time management. Should help desk analysts be allowed to do...
Provided by TechRepublic
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Downloads
10 ways to get your help desk ready to support a new rollout
Mar 2006
Rolling out a new app or system can wreak havoc if support is handled as an afterthought. These tips will help you plan and manage help desk involvement in the rollout so that your staff is...
Provided by TechRepublic
-
Downloads
Software Purchase/Installation Approval Form
Nov 2004
Our Software Purchase/Installation Approval Form provides help desk personnel with all of the information they need to purchase and install software for end users. This download is available...
Provided by TechRepublic Pro
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Downloads
In-house vs. outsourced help desk costs
Jan 2004
Will you save more money outsourcing your help desk or keeping it in-house? Many IT managers struggle with this question when planning a budget as they look for ways to cut costs. This Excel...
Provided by TechRepublic
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Downloads
10 things you should know about Microsoft Windows Server Update Services (WSUS)
Aug 2005
This list outlines 10 things about Microsoft Windows Server Update Services (WSUS) every network administrator and help desk technician should know. In June 2005, Microsoft released Windows...
Provided by TechRepublic
-
Downloads
Sample SLA: Outsourced help desk
May 2004
Hiring a third party to handle your help desk is becoming a common choice for businesses that are looking for ways to cut costs. If you take the plunge, you'll need a service level agreement that...
Provided by TechRepublic
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Downloads
Microsoft Access Help Desk Database
Jul 2004
Use this sample Microsoft Access Help Desk database as a simple substitute for commercial help desk software. It provides pertinent customer information with tabs to track call details as well as...
Provided by TechRepublic
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Tools & Templates
Automated Trouble Ticket Tool
Sep 2004
Manage help desk calls easily with this VBA-driven Excel workbook. It offers forms for opening and updating tickets, printable statements for record keeping, and a report feature. This version...
Provided by TechRepublic Pro
-
Downloads
Required reading for help desk managers
Jun 2005
The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience,...
Provided by TechRepublic
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Downloads
Anatomy of Excel data analysis: Achieve better information organization with subtotals
Nov 2005
Sometimes we take for granted what users know. While Microsoft Excel may be familiar to you, if you are on a help desk you will have to explain how the application works to users that fall within...
Provided by TechRepublic
-
Downloads
Avoid support headaches with this program rollout checklist
Feb 2006
Rolling out a new application can introduce chaos among users and support staff if the process isn't handled in an organized way. This comprehensive checklist will help you gather the information...
Provided by TechRepublic
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Book chapters
Troubleshoot Windows XP and Windows applications
Apr 2006
This sample chapter, taken from Leo Laporte's PC Help Desk, offers troubleshooting solutions for Windows XP and Windows applications. This sample chapter, taken from Leo Laporte's PC Help Desk,...
Provided by Que Publishing
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Downloads
TechRepublic Real World Guide: Improving Help Desk Service Levels
Aug 2005
The TechRepublic Real World Guide: Improving Help Desk Service Levels collects proven recommendations for developing proper end user-support ratios, establishing policies for communicating with...
Provided by TechRepublic
-
Downloads
Help Desk Trouble Ticket Template
Apr 2008
The Help Desk Trouble Ticket is an important document for the technical support professional. This form contains all the essential fields for maintaining an organized, accountable tech support...
Provided by TechRepublic Pro
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Book chapters
Learn critical success factors for optimal help desk organization
Jun 2005
This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. When determining a help desk's...
Provided by McGraw-Hill Professional
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Book chapters
Measure help desk performance more effectively
Jul 2005
This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk...
Provided by McGraw-Hill Professional
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Downloads
Anatomy of an Excel Workbook: Build a foundation for success by mastering user fundamentals
Aug 2005
Sometimes we take for granted what users know. While Microsoft Excel may be familiar to you, if you are on a help desk you will have to explain how the application works to users that fall within...
Provided by TechRepublic
-
Downloads
Anatomy of Excel formatting: Make better spreadsheet presentations - part 4
Oct 2005
Sometimes we take for granted what users know. While Microsoft Excel may be familiar to you, if you are on a help desk you will have to explain how the application works to users that fall within...
Provided by TechRepublic
-
Downloads
Prioritize help desk requests with this call-level chart
Sep 2005
Both large and small IT shops can benefit from using a call-level plan to improve staff productivity and user satisfaction. To help you create such a plan, we've developed this sample call level...
Provided by TechRepublic
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Downloads
The 12 most dangerous species of help desk callers
Sep 2001
Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified. Download this list of help desk caller species for a lighthearted...
Provided by Jeff Dray
-
Downloads
New-user orientation kit
May 2002
Start users off on the right foot with our new-user orientation kit. This handy training resource contains a "Get to know your help desk" PowerPoint presentation, a welcome letter, and three...
Provided by TechRepublic
-
Downloads
10+ ways to help your users transition to Word 2007
Aug 2008
If you're one Word 2007 support call away from a nervous breakdown, these tips may help. Susan Harkins addresses the most common areas of confusion and offers practical advice for helping users...
Provided by Susan Harkins
-
Downloads
Return to the record you were working on when you reopen an Access form
Aug 2008
If you get interrupted while working on a record in an Access form, finding your way back to it can be time-consuming. Here are two ways to bookmark the current record so that you can hop straight...
Provided by Susan Harkins
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Book chapters
Get relief from the burden of e-mail
Sep 2008
E-mail can overwhelm your inbox and kill your productivity if it gets out of hand. This chapter from Take back your life!: Using Microsoft Office Outlook 2007 to Get Organized and Stay Organized...
Provided by Microsoft Press
-
Book chapters
Break PowerPoint bad habits and build truly useful presentations
Sep 2008
Communications expert Cliff Atkinson integrates learning theory with PowerPoint 2007 nuts-and-bolts in his book Beyond Bullet Points: Using Microsoft Office PowerPoint 2007 to Create Presentations...
Provided by Microsoft Press
-
Downloads
Generate a descending-order numbered list in Word
Sep 2008
Word can't automatically produce a numbered list that counts down instead of up. But with the help of a bookmark and some fields, you can work around that limitation.This download is also...
Provided by Susan Harkins
-
Downloads
IT pros sound off on job-related health risks
Oct 2008
In August 2008, we surveyed 3,599 TechRepublic members to learn about the health and safety concerns they face on the job as IT professionals. We're quite familiar with some of these dangers,...
Provided by TechRepublic
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Downloads
Create a custom Word table style for instant formatting
Oct 2008
Word 2003 offers a gallery of Table AutoFormat styles -- but they may not always suit your needs. See how to build your own style to quickly make tables look exactly the way you want.This download...
Provided by Jody Gilbert
-
Downloads
10+ ways to help your users transition to Outlook 2007
Oct 2008
Unlike the other Office 2007 apps, the Outlook 2007 interface isn't likely to throw users into a panic. But you'll still need to help them get up to speed with new features and show them how to...
Provided by Susan Harkins
-
Downloads
10 commands you may want to add to the Office 2007 Quick Access Toolbar
Nov 2008
If the Office 2007 Ribbon has you pulling your hair out, a little customization may ease the pain. Susan Harkins explains how to put your frequently needed or hard to find items on the Quick...
Provided by Susan Harkins
-
Downloads
500 Things Every IT Support Pro Needs to Know: Volume 2
Feb 2012
TechRepublic's 500 Things Every IT Support Pro Needs to Know: Volume 2 offers concise advice, solutions and details on the key issues and challenges you experience on a daily basis in optimizing...
Provided by TechRepublic Pro
-
Downloads
10 tips for boosting your Excel 2007 productivity
Dec 2008
If your users have recently made the jump to Excel 2007 -- or an upgrade is just around the corner -- you could be in for a lot of hand-holding. This collection of tips from our Office Suite...
Provided by Mary Ann Richardson
-
Downloads
10+ air travel tips for IT pros
Jan 2009
Flying has become trickier than it once was -- especially if you're packing a laptop and other electronic gadgetry. Here's some basic advice, along with a few pointers for traveling techs, to help...
Provided by Susan Harkins
-
Downloads
The 10 most useful Word shortcuts
Jan 2009
How many Word shortcuts do you remember and use on a regular basis? Fifty? Twenty? How about just 10 solid go-to shortcuts like these?This download is also available as an entry in our 10 Things blog.
Provided by Jody Gilbert
-
Downloads
10 ways to help users transition to Linux
Jan 2009
There's no reason why switching to Linux should be traumatic for your users (or stressful for you). As Jack Wallen explains, you can set them up to succeed if you approach things the right...
Provided by Jack Wallen
-
Downloads
Use Excel's Text To Columns command to separate first and last names
Feb 2009
If you need to split a list of names into two columns, you don't have to do it manually. See how this Excel wizard can quickly knock out the task for you.This download is also available as an...
Provided by Mary Ann Richardson
-
Downloads
Working more efficiently with Word 2007's new building blocks
Feb 2009
With Word 2007's building blocks, you can assemble consistently formatted documents in a snap. Susan Harkins explains how to use built-in elements, such as headers, footers, and cover pages, and...
Provided by Susan Harkins
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Downloads
10+ Microsoft Office add-ins to simplify your work
Mar 2009
The right add-in can provide helpful features and make existing Office capabilities easier to use. Susan Harkins has rounded up a selection of handy add-ins for various Office applications.This...
Provided by Susan Harkins
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Downloads
Two easy ways to create Outlook search folders
Apr 2009
You can define and save search criteria to organize messages in a way that makes sense to you. You don't even have to physically rearrange your e-mail; just consolidate what you need in a virtual...
Provided by Jody Gilbert
-
Downloads
Avoid costly errors by verifying cross-foot results in Excel
Apr 2009
Cross-footing can help keep your worksheet healthy, but comparing subtotals can only go so far. See how a simple IF function can alert you to problems with your data.This download is also...
Provided by Susan Harkins
-
Downloads
Administrator's Guide to VPN and Remote Access,3rd Edition
Dec 2005
Ensure your VPNs and remote access operate smoothly, securely and trouble-free. Make the most of Windows' routing and remote access features, while troubleshooting VPNs more efficiently. Turn to...
Provided by TechRepublic Pro
-
Downloads
10 easy ways to speed up an Access database
Feb 2011
Even your least technical Access users can improve the performance of their databases. Susan Harkins shares some basic tips those users can put to work right away.This download is also available...
Provided by Susan Harkins
-
Downloads
The 12 most dangerous species of help desk callers
Sep 2001
Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified. Download this list of help desk caller species for a lighthearted...
Provided by Jeff Dray
-
Downloads
New-user orientation kit
May 2002
Start users off on the right foot with our new-user orientation kit. This handy training resource contains a "Get to know your help desk" PowerPoint presentation, a welcome letter, and three...
Provided by TechRepublic
-
Downloads
Welcome letter
Jan 2002
Download this welcome letter from the IT department to help when new employees join your company. Distributing the welcome letter will not only help newbies hit the ground running, it will also...
Provided by TechRepublic
-
Downloads
10 signs that you aren't cut out to be a support tech
Aug 2007
So you want to be a computer support technician. Or perhaps you are one already, but you can't decide whether you're just having a bad week or you're really not cut out for the job.The ability to...
Provided by Becky Roberts
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Downloads
Track turnover in your organization with an employee separation checklist
Sep 2000
Keep track of employee turnover in your organization with a customizable checklist. Turnover is a fact of life in the corporate environment. Keeping tabs on the flow can be simplified with a...
Provided by TechRepublic
-
Downloads
10+ tips for boosting your Word 2007 productivity
Oct 2007
If your users have recently made the jump to Word 2007 -- or an upgrade is just around the corner -- you could be in for a lot of hand-holding. This collection of tips from our Office Suite...
Provided by Mary Ann Richardson
-
Downloads
TechRepublic Real World Guide: Improving Help Desk Service Levels
Aug 2005
The TechRepublic Real World Guide: Improving Help Desk Service Levels collects proven recommendations for developing proper end user-support ratios, establishing policies for communicating with...
Provided by TechRepublic
-
Downloads
10+ things you should know about providing great customer service
Nov 2006
Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him...
Provided by Jeff Dray
-
Downloads
Use Excel's built-in features to simplify data entry
Feb 2009
Entering data into a worksheet can be time-consuming, and mistakes often find their way in -- but with the right tools, both speed and accuracy can be improved. Here's a look at several Excel...
Provided by Susan Harkins
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Downloads
Finding the right way to address mistakes your customers make
May 2007
When customers call you because they've done something wrong, how do you react? If you hastily resolve the immediate issue without taking a longer view and addressing the actions that led up to...
Provided by Calvin Sun
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Book chapters
Learn critical success factors for optimal help desk organization
Jun 2005
This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. When determining a help desk's...
Provided by McGraw-Hill Professional
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Downloads
10 things I can never remember how to do in Excel
Dec 2009
If your Excel skills are perennially rusty, this cheat sheet will help you knock out basic tasks without forcing you to scramble back up the learning curve. This download is also an entry in our...
Provided by Jody Gilbert
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Downloads
10 steps to setting up page numbering in Word sections
Sep 2010
If you've ever been outfoxed by Word's page numbering options in a multiple-section document, here's good news: Controlling how the pages in each section are numbered is actually pretty easy....
Provided by Susan Harkins
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Downloads
10 things that should be on your new-user checklist
May 2009
Getting new users off on the right foot is good for them and for the organization -- and it will certainly make your support tasks more manageable and less frustrating in the future. Jeff Dray...
Provided by Jeff Dray
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Downloads
10 things to check before you start working on the help desk
Nov 2008
If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what...
Provided by Jeff Dray
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Book chapters
Organizing the help desk
Jun 2005
Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and...
Provided by HDI
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Downloads
60 indispensable Microsoft Word tips
Mar 2008
No matter how long you've been using Word, you can always learn new techniques to help you work faster and smarter. The tips and tricks in this updated collection cover Word 97, 2000, 2002 (XP),...
Provided by TechRepublic
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Downloads
The 10 worst ways to communicate with end users
Aug 2011
To be a successful support tech, you have to be a skilled communicator. See if you recognize any of these common communication missteps.This download is also available as an entry in our 10 Things...
Provided by Becky Roberts
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Book chapters
Measure help desk performance more effectively
Jul 2005
This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk...
Provided by McGraw-Hill Professional
