- Subscribe to this page:
- RSS
- Email Alert
jeff dray
(238 results)-
Blog Post
Offshoring the help desk
December 1, 2008 4:04pm PST
If you think it is hard to understand people on off-shored support lines, spare a thought for those of us who get to do house calls in the more rural parts of Merry England. Blogger Jeff Dray...
8 Latest comment by brent.russell@...
-
Blog Post
Create a simple invoice template in Word
November 25, 2008 9:20am PST
Here are the basics steps involved in setting up an invoice using a Word template -- along with a sample template you can download and customize.
14 Latest comment by EarlSun
-
Blog Post
Christmas on the help desk
November 24, 2008 2:11pm PST
That time of year is coming around again, when people take time off to enjoy Christmas at home and the office starts to look empty, yet there is always a need to man the help desk.
7 Latest comment by Joe_R
-
Blog Post
Pyramid calling for the help desk
November 17, 2008 1:36pm PST
The help desk works hard at customer relationships but does an automated call distributor help or hinder? When you need to disseminate information quickly, how much personalization do you have to...
2 Latest comment by ThreeLittleBirds
-
Blog Post
10 things to check before you start working on the help desk
November 11, 2008 6:58am PST
If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what...
19 Latest comment by Bob_or_Fred
-
-
Downloads
10 things to check before you start working on the help desk
November 11, 2008 12:00am PST
If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what...
Provided by: Jeff Dray
-
Blog Post
Lies, damned lies, and statistics
November 10, 2008 12:22pm PST
Do you rely on statistical reports and help desk tickets to review your department, or do you look into the ongoing story of support to gauge your sucess?
7 Latest comment by craftslady2008@...
-
Blog Post
Help desk "open days" could help forge bond between support and users
November 3, 2008 11:06am PST
Getting people to use the help desk can be a tricky thing but it can be made easier by building relationships with end users.
4 Latest comment by cupcake@...
-
Blog Post
Never judge people until you have walked a mile in their shoes
October 27, 2008 4:31am PDT
I believe that it is important to gain experience in a variety of departments. Maybe we should try out a few other jobs to help us do our own.
15 Latest comment by azra.rizal
-
Blog Post
Seeing the help desk from the other side
October 20, 2008 11:20am PDT
Jeff Dray recently got an insight into the workings of an IT help desk from a completely different point of view. It was fascinating to hear users from other organizations discussing their support...
36 Latest comment by RayJeff
-
Blog Post
Can we protect everyone from the World Wide Web?
October 13, 2008 8:55am PDT
Despite two decades of evolution, we are still vulnerable to all kinds of malicious attacks by people who want to extort money from us or who have sheer malice as their motivation, but the news...
26 Latest comment by Sensor Guy
-
Blog Post
Fixing computers or fixing people?
October 6, 2008 2:18pm PDT
Jeff Dray has been a support specialist for twenty years and has found that even when technical knowledge fails, possessing the right soft skills can help you become a successful help desk analyst.
20 Latest comment by gorman.mi@...
-
Blog Post
It can be hard not to laugh at silly user mistakes
September 29, 2008 12:00pm PDT
What do you do when the sparks fly and the customer rants? And when the customer realizes they've done something really stupid, how do you handle their embarrassment?
203 Latest comment by Oz_Media
-
Blog Post
Miracles take a little time: We do the impossible at once
September 22, 2008 12:00pm PDT
Jeff Dray discovers that, although he does his best to meet his customers' expectations, sometimes he can't produce the miracle that they seem to be asking for.
46 Latest comment by TheGratefulNed@...
-
Blog Post
Documentation: The scourge of my life!
September 15, 2008 12:30pm PDT
Sometimes the last thing we think of when we learn a new routine is the documentation process, but we know it is a vital, if dull, part of life.
22 Latest comment by tcaroltech@...
-
Blog Post
When should we play games on our PCs at work?
September 8, 2008 1:44pm PDT
In most commercial environments, it is a risky thing to load and play games on PCs but they are sometimes useful in support situations with new users.
45 Latest comment by WoW > Work
-
Blog Post
You say resume, we say CV
September 1, 2008 1:14pm PDT
The résumé, or CV, as it is known this side of the water, is there as a tool to get you noticed by a prospective employer. It is the key selling tool at your disposal but so often it can do more...
66 Latest comment by EdLockett
-
Blog Post
Is it okay to earn a bit extra in your spare time?
August 25, 2008 4:35am PDT
What are the ethics of taking on private work? Do you stay faithful to one employer or do you feel it's okay to freelance?
45 Latest comment by techrepublic@...
-
Blog Post
Solving support problems with good table manners
August 18, 2008 1:58pm PDT
Remember what your mother told you about good table manners? They are as relevant today as they ever were, and they might help you find the solution to a support problem.
39 Latest comment by tel196.au@...
-
Blog Post
Pranks and their effects
August 11, 2008 12:41pm PDT
Over the years there have been many pranks played on users, some highly amusing and some downright malicious. When Windows 95 arrived and the new style desktop appeared, we had a great deal of fun...
44 Latest comment by TechieRob
