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jeff dray
(237 results)-
Blog Post
10 ways to decline a request for free tech support
July 18, 2007 7:51am PDT
This information is also available as a PDF download. Requests for free tech support often catch you off guard, and your first instinct is to accept the task. But taking on a free support job is...
19 Latest comment by CharlieSpencer_Palmetto
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Blog Post
10 ways to make desktop visits more effective
June 25, 2007 1:44pm PDT
This information is also available as a PDF download. Visiting a customer's workplace represents a considerable investment in time and resources. As field engineers, we must take great care to...
5 Latest comment by Andy4961
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Blog Post
Five reasons customers get grumpy (and one way to deal with them)
June 20, 2007 8:08am PDT
This information is also available as a PDF download. Grumpy customers. We've all had them. No matter what you do and how hard you try to please, they won't be happy. The good news is that this...
2 Latest comment by mdixon@...
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Downloads
5 reasons customers get grumpy (and one way to deal with them)
June 20, 2007 12:00am PDT
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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Blog Post
Combating prejudice on the Helpdesk
June 10, 2007 11:15am PDT
We had a caller who would describe himself as "Old School." One of the young women on the help desk took the call and was very brusquely asked to put him through to a "proper" engineer. Whether...
39 Latest comment by ttolentino@...
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Blog Post
Wake up and smell the coffee
June 1, 2007 1:14pm PDT
Many years ago, I was occupying a desk on the corner of a college’s IT facility. For some reason, any phone call for the department would be routed to my desk, and I spent a good proportion of...
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Blog Post
Portraying a positive image
May 29, 2007 9:33am PDT
There was a calamity at the cottage recently. The bathroom developed a leak and fluids of varying degrees of unpleasantness started to drip through the sitting room ceiling. I took a look behind...
3 Latest comment by michael.baldelli@...
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Blog Post
Call priorities - Are we giving the end user the best service?
May 24, 2007 2:24pm PDT
In recent years there has been a trend for helpdesks to become nothing more than call loggers. The desk used to resolve a lot of problems without passing them to back line support, but now the...
8 Latest comment by fractalzoom
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Blog Post
Help! I’ve broken the Internet!
May 21, 2007 2:57pm PDT
It was a quiet morning on the helpdesk. Being a Monday, we had done our fair share of password resets and reminded those who had fried their brains over the weekend how to switch on a PC and...
7 Latest comment by Jeff Dray
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Downloads
10+ things support techs say (and what they really mean)
April 18, 2007 12:00am PDT
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
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Articles
Build a knowledge base that streamlines your support operations
December 21, 2006 8:00am PST
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...
9 Latest comment by muyisaka1@...
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Downloads
Build a knowledge base that streamlines your support operations
December 21, 2006 12:00am PST
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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Articles
IT can play a key role in getting new employees up to speed
December 5, 2006 8:00am PST
Educating new employees goes beyond simply teaching them job-specific tasks. New recruits need to master unfamiliar equipment and software, as well as learn about things like password policies,...
36 Latest comment by KayJay_07
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Articles
10 ways to seriously annoy your customers
November 14, 2006 8:00am PST
Alienating customers is obviously not the way to build a healthy tech career--but understanding what might set them off will help you develop better relationships. IT pro Jeff Dray takes a...
17 Latest comment by tinkerman
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Downloads
10 ways to seriously annoy your customers
November 14, 2006 12:00am PST
Alienating customers is obviously not the way to build a healthy tech career--but understanding what might set them off will help you develop better relationships. IT pro Jeff Dray takes a...
Provided by: Jeff Dray
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Articles
See how PC placement can affect system health and performance
November 6, 2006 8:00am PST
Blocked ventilation slots, obstructed fans, proximity to dust and debris, restricted airflow--all of these conditions can lead to overheating, diminishing performance, and eventually, system...
21 Latest comment by The Scummy One
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Articles
10+ things you should know about providing great customer service
November 1, 2006 8:00am PST
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...
5 Latest comment by gcostigan
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Downloads
10+ things you should know about providing great customer service
November 1, 2006 12:00am PST
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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Articles
Practical tips for building SOHO networks
September 20, 2006 7:00am PDT
When you're called upon to set up a network in a home office/small office environment, you'll need to plan carefully and accommodate specialized SOHO requirements--such as equipment accessibility,...
30 Latest comment by jimamily
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Articles
10 things to remember when replacing a PC
June 13, 2006 7:00am PDT
Getting a new system usually means better performance and reliability, up-to-date functionality, and a few interesting bells and whistles to play with. But it can be a major pain if you forget to...
24 Latest comment by Woody Goode
