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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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Set the proper expectations
Nothing is more disappointing than unrealized expectations. Don't leave customers counting on something you cannot deliver.
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Product Spotlight: TechSmith's Camtasia Studio 6
Derek Schauland puts Camtasia Studio 6 through the paces with some training materials for users he supports. Find out what he thinks works well and what could use improvement.
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A review of Sony's PlayStation 3 repair service
Video game systems are computers designed for a very specific purpose. What can support techs learn from Sony's PS3 service process?
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Time is running out to get the Windows 7 Release Candidate
It has been a real boon for support pros that Microsoft has given us a chance to try out the next version of Windows before it is released to market. Now that a firm launch date has been announced, yo...
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Customer vs. support: How can we end the blame game?
Derek Schauland looks for a path beyond the often adversarial relationship between customers and suppport pros. How do you stop the blame game?
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Finding balance between supporting the technically savvy vs. the technically challenged
Some people embrace new methods and updated technology, while others cling to the old familiar ways. How do you find balance between supporting those two extremes?
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Flash Cookies? What are Flash Cookies?
Life as a support pro requires that one be versed in a little bit of everything. Put on your Security hat: there is a new threat to users' privacy.
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Take advantage of slide reuse in PowerPoint presentations
Derek Schauland's tip on how to save time creating PowerPoint presentations makes use of the feature to re-use slides and apply design themes from previously created files.
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Nine ways user support professionals can relate to people and present themselves
Since today is 09/09/09, I'll play on the number nine and explore some ways support professionals can relate to the users we support.
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Product Spotlight: Help & Manual documentation tool
Derek Schauland checks out Help & Manual, a documentation creation tool, in this Product Spotlight. If you need help organizing your own help documents, this might be the tool for you.
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Jeff's top ten forwarded emails
Jeff Dray recounts his top ten forwarded emails. He's looking for your favorite candidates to add to the list.