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jeff dray
(237 results)-
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
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Articles
Create an invoice template using Word
March 14, 2006 8:00am 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 Jennystandish
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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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Articles
Tips for writing effective training material for beginners
October 2, 2003 7:00am PDT
You may think that because you're an expert, it will be easy for you to write training materials for your low-level user base. But it can be tough to think like a beginner. Use these tips to...
12 Latest comment by Hillwalker
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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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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
10+ dangerous species of help desk callers
April 25, 2008 9:57am PDT
Support techs are well aware that end users come in all shapes and sizes. And thanks to IT pro Jeff Dray, they can now be classified. See if this list of user species matches up with the folks who...
24 Latest comment by lord_beavis
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Blog Post
Ten ways to ensure that you finish work on time
September 7, 2009 1:06pm PDT
Working life is about surviving the 9 to 5 and making sure that there is some of you left for the next day.
11 Latest comment by Chief-Tiff
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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
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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
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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
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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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Blog Post
Essential items for your toolbox
February 2, 2009 12:28pm PST
My toolbox weighs a shoulder-wrenching amount, yet most of the time I use the same few tools. From time to time, I force myself to sort through the box to remove some of the hardware that makes...
77 Latest comment by Da Saint
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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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Articles
The five elements in a call cycle
January 22, 2001 8:00am PST
How to successfully handle a support call effort
14 Latest comment by foolish@...
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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
Build Your Skills: Create structured training for new help desk staffers
April 15, 2003 7:00am PDT
Bring new help desk staffers up to speed faster with these tips
6 Latest comment by jamesetuck@...
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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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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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Blog Post
There is a right way to resolve help desk call tickets
April 13, 2009 5:13am PDT
Jeff Dray writes that people who resolve and close help desk tickets have a duty to close them in such a way that the information they offer is useful and allows fault and trend analysis.
25 Latest comment by gcquinton@...
