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Is your service bench static safe?
Lax precautions against electrostatic discharge can reduce the effectiveness of your support team. Here's a checklist to help you set up an ESD-safe workshop.
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System Mechanic results mixed: Boosts Internet speed
We're always looking for ways to increase our computer's performance, and here's a look at one product that might help.
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Mastering the seven phases of a service call
Fixing the problem is only one part of the support visit. Jeff Dray outlines the seven phases of a service call. Following the same method for each ticket will help you tackle each task efficiently.
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What Windows 7 means for support professionals
Does Windows 7 totally flip support upside down? Not entirely, according to IT pro Rick Vanover, who presents these Windows 7 support decision points for organizations considering an upgrade.
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Road warriors need mobile backups
Frequent travel is no excuse for risking data loss. Here is how your users can keep their files safe when they are away from the office.
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Providing home user support
Although there are a lot of similarities, supporting those in an office environment is vastly different than supporting home users. Here are some things to consider when providing support for home use...
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Beware of carefully engineered, manipulative customer service surveys
Have you ever thought that you have been manipulated into answering survey questions to reflect a predetermined outcome? Be careful how your help desk surveys are worded.
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Microsoft's new antivirus is fair game for home businesses
Many free security utilities are restricted to personal or non-commercial use. Microsoft bucks that trend by giving license to home-based enterprises.
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Remote access sites: Blessing or curse? Take the poll
We all hear them advertized, and millions of people use them. Are remote access sites a blessing or a curse to user support professionals?
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How do you keep in touch with colleagues when you work from home?
Jeff Dray addresses the challenges of returning to work after a long absence. How do you get back in the swing of things?
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Be stingy with Administrator privileges in Windows 7
If you've been too liberal in giving admin rights to XP users, the improved User Access Controls in Windows 7 should help break the habit.
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The biggest challenge in a one-person IT shop
What do you consider the biggest challenge in a small - or even one-person - IT shop, and how do you handle it?
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Users in the wild: Some new species
Jeff Dray loves to dissect the quirks and foibles of the customers he runs into during his support rounds. Here are a few "types" to add to the mix.
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Items to address with a PC tune-up
How often do you perform periodic maintenance on the PCs you support? My guess is that most answers will fall between one year and never. Nonetheless, what maintenance steps do you perform? Here's my ...
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Will Linux ever be a popular desktop system? Take the poll
Linux versus Windows has been the subject of debate for quite some time, but will it ever achieve the status of a popular desktop product that we'll have to support? Share your opinion and take the po...
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Don't let Daylight Savings ruin your longer day
Don't let Daylight Savings ruin your longer day
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Being on the other end of the line – version 2
Being on the other end of the line – version 2
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What can the helpdesk do for global warming?
What can the helpdesk do for global warming?
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Reduce your call volume by anticipating caller questions
Reduce your call volume by anticipating caller questions
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Do you use all your days off?
This season is when a lot of workers look forward to taking time away from work. Even considering the holidays, though, do support pros ever get around to using all of the vacation time they may have ...
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Is there a better user support tool than the Internet?
Do you remember the user support days before the Internet? Is there a better tool for user support professionals than the Internet?
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Which spyware removal tool do you use? Take the poll.
Virus protection and a good spyware removal product are both vital tools for user support professionals. But which one to use? Take the poll and participate in the discussion.
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The alternative Geek-Speak glossary
What are geeks really saying when they use technical terms? For some less tech-savvy managers and end users, a good glossary is essential to better understanding. Read Jeff Dray's "alternative" defini...
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Home backups: a primer for your users
Industry studies indicate that many people are risking data loss by neglecting to back up their files at home. Home machines are being used for more and more tasks, both work-related and purely person...
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The worst day of my user support life
Have you ever had one of those things happen to which you said - oh no, not that and especially not now? Do the worst things always happen at the worst times, or does it just seem that way?
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Living with elderly technology
The old saying goes, "If it ain't broke, don't fix it." New stuff is sexy, but sometimes there are good reasons for keeping older tools that are still serviceable.
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What to do when there's no one at the office (and a Happy Thanksgiving message)
I went into the office the day before Thanksgiving, and the first clue as to what kind of day it was going to be could be found in the parking lot. It was practically empty. What to do?
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Help desk techs are owed overtime pay
Many managers assume that salaried employees are exempt from overtime pay, but this is not necessarily true. According to U.S. labor laws, many support techs may be due for overtime compensation, rega...
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Supporting home users? Share your experience and take the poll
It seems that supporting home users could provide a huge market for IT pros, but most would prefer to focus their attention on the business user. What are some pros and cons of supporting home users, ...
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Customer service isn't just one thing, it's the only thing
When considering the purchase of a piece of equipment or a service from someone, the quality and price of the product is a big consideration, but it's not the only one. The biggest consideration, at l...