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jeff dray
(237 results)-
Downloads
10 ways for support techs to stay healthy and safe on the job
April 2, 2008 12:00am PDT
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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Blog Post
Are you a good listener? How can you tell?
March 26, 2008 3:17pm PDT
When you are talking on the phone it can be a little unnerving if the other person is totally silent. here's what happened to me and what i felt could be done to make it better.
5 Latest comment by Jeff Dray
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Blog Post
Removing the human element from customer service removes the intelligence
March 19, 2008 12:10pm PDT
I had a tough day today, but maybe tomorrow will be a bit calmer.
7 Latest comment by Joe_R
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Blog Post
10 ways to improve your deskside manner
March 17, 2008 10:32am PDT
When you go out of the office and meet a customer to resolve a fault or issue, it's important to use soft skills to get the customer on your side. The way you deal with people can mean the...
12 Latest comment by catfish182
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Downloads
10 ways to improve your deskside manner
March 17, 2008 12:00am PDT
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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Blog Post
Be aware of security issues
March 15, 2008 3:18pm PDT
Reminiscences from a simpler age, when security consisted of closing the door behind you.
1 Latest comment by Neon Samurai
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Blog Post
Logging the same call 300 times is no help to anyone
March 10, 2008 7:11am PDT
When you swamp the help desk with repeats of the same call, they will spend more time closing tickets than fixing problems.
2 Latest comment by h.mcgregor@...
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Blog Post
Why users should report problems to the help desk
February 27, 2008 1:09pm PST
Why report problems to the help desk if you can fix it yourself?
8 Latest comment by Bill the Senior Tech
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Blog Post
10 ways to convince your staff to use the help desk
February 21, 2008 11:42am PST
Help desks should constantly strive to improve their methods of client interaction. Users must feel comfortable with the help desk and know they will receive prompt, courteous, and effective...
12 Latest comment by dhumphri@...
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Blog Post
10 things you can do with unwanted computer equipment
February 21, 2008 6:03am PST
If it can be used, use it. If it can't, get rid of it. That's what veteran tech Jeff Dray advises when it comes to your stockpile of obsolete equipment. Here are his suggestions for dealing with...
11 Latest comment by ausvirgo
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Downloads
10 things you can do with unwanted computer equipment
February 21, 2008 12:00am PST
If it can be used, use it. If it can't, get rid of it. That's what veteran tech Jeff Dray advises when it comes to your stockpile of obsolete equipment. Here are his suggestions for dealing with...
Provided by: Jeff Dray
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Downloads
10 ways to convince your staff to use the help desk
February 21, 2008 12:00am PST
Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your methods of client interaction, users will begin to feel...
Provided by: Jeff Dray
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Blog Post
What else can the help desk do?
February 17, 2008 10:29am PST
In these days of wafer-thin profit margins, high overheads and the threat of foreign outsourcing companies, surely it is important to extract every ounce of value from all our teams?
29 Latest comment by NickNielsen
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Blog Post
The 10 most dangerous species of IT team leader
February 12, 2008 11:24am PST
After yet more research into the various species that inhabit this working world of ours, I return with a new set of taxonomic classifications. This time, we concern ourselves with the team...
32 Latest comment by yechuri@...
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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
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Downloads
The 10 most dangerous species of IT team leader
February 12, 2008 12:00am PST
After yet more research into the various species that inhabit the world of IT, Jeff Dray returns with a new set of taxonomic classifications. This time, he turns his attention to the team leader....
Provided by: Jeff Dray
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Blog Post
Lines of communication
February 5, 2008 1:49pm PST
When I need to ring our helpdesk I have a short dial extension number that connects me to the support centre. This used to be in a room upstairs in our European headquarters in England and we got...
26 Latest comment by drowningnotwaving
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Blog Post
Voicemail and office etiquette
January 29, 2008 1:39pm PST
Continuing my rant about communication: I was shocked today when I called a number to speak to a customer. I had been trying the number and left a number of messages on the voicemail. After a...
8 Latest comment by kwilson@...
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Blog Post
Communication, Communication, Communication.
January 21, 2008 12:53pm PST
I am in dire peril of acquiring a hobby-horse about this. Most of the problems with corporate life can be resolved by the liberal application of at least one of the words used in the title of...
2 Latest comment by loss4words
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Blog Post
Recognise the Value of the Helpdesk
January 12, 2008 4:05am PST
Often the helpdesk is seen as a bit of a dead weight that the rest of the organisation has to carry. They can’t write code, they can’t configure routers or even run cables. So why do we put...
5 Latest comment by whistl3r
