help desk

Articles

Foundations of Personnel Management: Interviewing and hiring

July 21, 2006 7:00am PDT

In part one of this four-part series, we'll explore the interviewing and the hiring process in IT management. Topics include interviewing for technical skills vs. interpersonal skills, avoiding...

3 Latest comment by Why Me Worry?

Video

IT Dojo: Understanding what users say and what they really mean

March 2, 2009 11:07am PST

Work in IT long enough and you'll notice that users repeat several key phrases. Novice techs may take these expressions at face value, but IT veterans know that these phrases often have hidden...

Articles

Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition

April 16, 2004 7:00am PDT

Everything you need to run your help desk efficiently

3 Latest comment by gilbertsanch@...

Blog Post

Checklist: Is your resume ready for prime time?

March 6, 2012 8:35am PST

Here's a checklist to use on your resume to make sure it's the best it can be before you send it out.

19 Latest comment by neerajjain8@...

Blog Post

Implementing help desk software: IT exec offers a firsthand account

June 16, 2009 8:49pm PDT

If your organization is in the market for new help desk software, read Jay Rollins' detailed account of selecting and implementing a new help desk system. His insights into the process may save...

Blog Post

DIY: Manage networks and help desks for free with Spiceworks

May 27, 2011 5:42pm PDT

Spiceworks provides network auditing and help desk management in one interface for free. The catch is that you see IT-related ads in your interface. Despite this drawback, Jack Wallen explains why...

Blog Post

How will a recession affect IT?

February 4, 2008 6:58am PST

They're not saying there will be a recession, nor, even if there is, that it will affect IT, but Forrester is cautioning CIOs to think proactively in terms of cost-cutting measures. At a January...

31 Latest comment by gkorte@...

Blog Post

Cloud computing tools for small businesses

March 8, 2012 6:56am PST

Small businesses looking to save on resources and increase productivity stand to benefit most from platforms that offer these scalable services.

5 Latest comment by Chrico

Blog Post

Strategic thinking for tactical techs

April 9, 2008 12:07am PDT

Strategic thinking is not the exclusive domain of managers and executives. It takes a real talent to see things outside of the normal daily routine. Tactical procedures can use a strategic...

5 Latest comment by tmalonemcse@...

Articles

What are the most important guidelines that should be followed when hiring help desk staff?

June 4, 2004 7:00am PDT

Find out what guidelines experts recommend for hiring the best help desk staffers.

41 Latest comment by cspreston

Articles

Talking Shop: Creative ways to reward outstanding help desk analysts

May 27, 2003 7:00am PDT

When money is tight, you can use these ideas to reward your staff

5 Latest comment by rwright17@...

Articles

Fifteen tips for the new manager from an experienced IT pro

May 7, 2003 7:00am PDT

If you think you learned all you really need to know in kindergarten, you've never been an IT manager. Read these tips from a seasoned pro to avoid first-timer errors.

6 Latest comment by localheeb@...

Articles

Three-step method helps keep frustrated help desk callers calm

June 24, 2003 7:00am PDT

Irate and frustrated customers are a normal part of life on the help desk, and one veteran support pro has a three-step method for dealing with them: Be quick, be direct, and be gone.

30 Latest comment by RIGHTEOUSLYMADE@...

Blog Post

10 ways to automate the mundane (so you can focus on what matters)

October 6, 2011 10:07am PDT

Wouldn't it be great if you could focus on supporting critical business initiatives instead of just keeping the lights on? These steps can help.

25 Latest comment by michaellashinsky@...

Articles

Download this log to track and analyze your help desk activities

November 5, 2002 8:00am PST

Your help desk is responsible for resolving a multitude of IT problems to the clients’ satisfaction. Keeping track of these issues and their resolutions is a key factor in determining where...

10 Latest comment by sallycd@...

Blog Post

Outsourcing, good and bad.

February 12, 2008 6:10am PST

In all walks of life, services are being sold out to private contractors, IT support is outsourced, and customer service is taken out of the country on a regular basis and taken on by call centres...

21 Latest comment by boxfiddler

Articles

Prevent help desk burnout (part 2)

August 1, 2000 7:00am PDT

Skilled employees are difficult to find and even harder to keep. Learn what you can do to increase employee retention and fight burnout.

8 Latest comment by rocbike4

Blog Post

What your help desk needs to do, Part 2

September 24, 2008 6:34am PDT

The second of two posts focused on mining your help desk for gold. This post focuses on what features and functions you should look for in a ticketing system.

Image Gallery

Product Spotlight: EverDesk Optima e-mail client

May 26, 2009 1:24pm PDT

E-mail client EverDesk Optima aims to change the e-mail game by treating individual e-mails more like documents than traditional e-mail clients do. Sadly, a few glitches plague the product, a few...

Blog Post

At what point should you use trouble ticket software?

February 4, 2008 9:40am PST

Fellow Tech Rebublic blogger Joe Rosberg has a great discussion going on over at his place, Desktop Support.  The post is entitled, "How many users can one person support?"  Based on the number...

58 Latest comment by cberg1