Having spent a number of years fielding help desk calls, Jeff Dray has accumulated quite a collection of clueless user stories. Here are 10 of his favorites.This download is also available as an entry in our User Support blog.Download Now
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 offers 10 checklist items that will help you cover all the bases.This download is also ...Download Now
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 you should do before you take that first call.This download is also available ...Download Now
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 life easier for the support team. When IT pro Jeff Dray first joined a help desk, ...Download Now
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