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jeff dray
(237 results)-
Blog Post
Listening skills apply in all walks of life
August 3, 2009 8:35am PDT
When you're expecting sympathy and help it can be a shock to be reminded that you are the end user and not the expert.
9 Latest comment by SF_Pat
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Blog Post
Are you a technology early adopter or a wait-and-see?
July 20, 2009 2:17pm PDT
Our industry seems to divide into two camps: those who adopt every new thing immediately and those who are happy to wait until others have discovered or found fixes for the inevitable raft of...
29 Latest comment by LeonBA
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Discussion Threads
Jeff Dray's top 10 help desk calls
July 17, 2009 11:46am PDT
Jeff Dray's top 10 help desk calls article root I remember this one.... Where a lady call the help desk and said that her coffee cup holder on her PC had broke. Which was the CD-Rom tray. I...
1 Started by waynec800 |
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Blog Post
Jeff Dray's top 10 help desk calls
July 14, 2009 11:46am PDT
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.
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Downloads
Jeff Dray's top 10 help desk calls
July 14, 2009 12:00am PDT
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...
Provided by: Jeff Dray
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Blog Post
Get off on the right foot with support calls: How to begin
July 13, 2009 12:00pm PDT
If you bark at the users, they may bark back at you. If you want them to mew like pussy cats you have to give them a saucer of milk.
23 Latest comment by Roc Riz
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Blog Post
Jeff's top ten favorite help desk calls
July 6, 2009 11:15am PDT
Jeff's been reminiscing this week. He got to thinking about all those lovely, silly calls he has taken over the years and how they made him feel. Do you keep your own list of favorite calls?
109 Latest comment by ania_dublin
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Blog Post
What's in your work survival kit?
June 29, 2009 12:46pm PDT
Being a field engineer can have unforeseen drawbacks, not least of which is surviving England's fickle climate. Some of my coping mechanisms are more effective than others.
29 Latest comment by iain.sloan@...
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Blog Post
Night-shift boredom on the help desk
June 22, 2009 1:00pm PDT
Jeff Dray has worked some graveyard shifts on the help desk, when duties are lighter and boredom has a chance to set in. How do you cope when you need to stay alert but everyone you know is at...
46 Latest comment by orgdocent1@...
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Downloads
The 10 most dangerous species of IT manager
June 18, 2009 12:00am PDT
Having braved the tech wilderness for many years, Jeff Dray has been able to document the 10 most insidious types of IT managers. Find out if you or your manager fits into one of the species he...
Provided by: Jeff Dray
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Blog Post
Music soothes the savage beast
June 15, 2009 11:38am PDT
When the customers stress you out, take a tip from Julie Andrews and whistle a merry tune, so no-one ever knows you're afraid. Jeff Dray shares his tips for staying sane on the job.
26 Latest comment by The 'G-Man.'
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Blog Post
Workflow, bean counters, and averages
June 8, 2009 12:05pm PDT
What happens when the average work load is not a true reflection of real life? There's no such thing as an average day but the statistics are used to make judgements on everyday life.
10 Latest comment by rellis1949@...
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Downloads
10 terms from the alternative Geek-Speak glossary
June 3, 2009 12:00am PDT
Not content with the standard definitions, Jeff Dray decided to stretch the meanings of several tech terms. You may have a few of your own to add to the list.This download is also available as an...
Provided by: Jeff Dray
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Blog Post
Can you rely on voice mail?
June 1, 2009 9:46am PDT
Voice mail is still a source of great frustration, despite its common usage. There is an assumption that a message left on voice mail is a communication miss and that it will need to be followed...
21 Latest comment by Chug
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Blog Post
Too many chiefs: Fielding multiple requests from above
May 25, 2009 11:32am PDT
Jeff Dray has experienced the problem of having too many "bosses" making calls upon his time at once. How do you handle multiple requests from above -- especially when the tasks compete against...
15 Latest comment by SF_Pat
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Blog Post
Shirt box training is alive and well and is living in England
May 18, 2009 11:58am PDT
Some things never change; in fact, some practices are so ingrained that they can be regarded as traditions. Shirt box training is not to be included in this category. Help your users work with...
11 Latest comment by thepraxislady@...
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Blog Post
Promise the Earth and regret it later
May 11, 2009 11:53am PDT
Setting realistic customer expectations is more important than putting their fears to rest, only to disappoint them later.
14 Latest comment by RodneyMac
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Downloads
10 things that should be on your new-user checklist
May 7, 2009 12:00am PDT
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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Blog Post
Disaster recovery: What's the worst that can happen?
May 4, 2009 3:01am PDT
Disaster planning is like buying car insurance -- you have to have it, but you hope you never need it. When the worst happens, you'll appreciate the extra effort.
19 Latest comment by Neon Samurai
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Blog Post
Is your journey really necessary: Remote support is the answer
April 27, 2009 12:52pm PDT
Jeff Dray is getting nostalgic about rationing during the 1940s and wonders if some of the values of economy from those troubled times could be brought back.
26 Latest comment by pdr5407@...
