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jeff dray
(238 results)-
Articles
Talking Shop: Break down your help desk barriers
December 27, 2000 8:00am PST
Advice on preventing barriers to a successful help desk call
7 Latest comment by davidshiflet@...
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Articles
Techs shouldn?t stay where they?re not appreciated
December 18, 2000 8:00am PST
Are you trapped in a thankless job with an unappreciative boss? You don't have to be. Learn from the experiences of one tech who changed jobs and rebuilt his self-confidence in the process.
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Articles
Don't overwhelm users with too much information
December 4, 2000 8:00am PST
It's easy to forget that most users aren't as interested in computers as most support techs are. Here's a quick reminder to minimize the techno-speak, as well as an example that illustrates how...
9 Latest comment by e_nickless@...
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Articles
Convince your users to standardize
November 28, 2000 8:00am PST
Although the benefits of standardized computing platforms should be apparent to the average tech, the end user is usually less enthusiastic. Learn how a little communication can help win your...
6 Latest comment by mslizny
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Articles
Talking Shop: Ask your boss for a little recognition and reward to avoid burnout
November 7, 2000 8:00am PST
The benefits of recognition and reward for employees
10 Latest comment by Amnezia
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Articles
Don?t be bullied by hostile users
October 30, 2000 8:00am PST
Are you tired of being bullied by angry, impatient users? We've got a few suggestions that can help make dealing with these users a little easier.
69 Latest comment by r_oita@...
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Articles
Five easy steps to boost help desk communication
October 23, 2000 7:00am PDT
Why trust and encouragement are crucial in building user relationships
24 Latest comment by NickNielsen
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Articles
Use effective questioning to deal with confused, chatty users
October 10, 2000 7:00am PDT
Handling confused, talkative users is more an art form than a science. However, the use of effective questioning can help you manage even the most chaotic support calls. Here's one example of...
1 Latest comment by basilisk@...
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Articles
Take time to unwind
September 27, 2000 7:00am PDT
IT support can be a stressful occupation, so it's important to take breaks during the workday. Here are a few suggestions and five quick tips to help you unwind and keep your sanity.
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Articles
Role-playing can help support techs provide quality training
September 12, 2000 7:00am PDT
Support techs are often called on to train novice end users. Read how this training technique can engage your users and help make learning difficult material easy and fun.
1 Latest comment by julie.schneider@...
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Articles
Provide your end users with good 'deskside' manner
September 8, 2000 7:00am PDT
Having a positive 'deskside' manner when working with users is a must for a successful support technician. Learn how you can resolve the user's problem, build good rapport, and improve the overall...
7 Latest comment by cboylan@...
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Articles
Talking Shop: Convince users to utilize the help desk
August 31, 2000 7:00am PDT
Help your users feel comfortable using the help desk
9 Latest comment by thanx_cu_@...
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Articles
Talking Shop: Know how to deal with abusive callers
July 26, 2000 7:00am PDT
Techniques for dealing with abusive callers to the help desk
24 Latest comment by akewldewd
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Articles
Tales from the Desktop: Customer care is a two-way street
July 11, 2000 7:00am PDT
Everyone answering the Help desk phone has received a call from a user whom you wouldn't send to your worst enemy. Jeff Dray explains a situation in which he encountered an "interesting"...
9 Latest comment by fransley@...
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Articles
Tales from the Desktop: The hardest problems usually have an obvious solution
July 10, 2000 7:00am PDT
Have you ever tried finding a solution to a user's problem only to discover that it had been under your nose the entire time? Jeff Dray relates an experience he once had involving a simple...
35 Latest comment by europanorama@...
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Articles
Tales from the Desktop: The computer
June 22, 2000 7:00am PDT
Everyone in the IT field has had to start somewhere. Jeff Dray relives his first experience in the IT field, and explains what lessons he took away from that eventful day.
15 Latest comment by champlain@...
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Downloads
DrayTek NDISWAN 2.2.0.0 (Windows)
May 23, 2000 12:00am PDT
DrayTek NDISWAN
Provided by: DrayTek Corp.
