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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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Use asset tracking to provide better support
Noticing patterns in your support work can put you out in front of problems. Make sure you know what's going on with your hardware as well as your users.
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What if business buys a Mac?
Apple has shown strong sales, going 51% beyond the previous year. Some of that sales strength has come from the corporate market. What does an increase in corporate Mac use mean for support staff?
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What's more important at the entry-level, a service attitude or technical aptitude?
Lots of IT pros get their start behind the help desk. What's the most valuable quality to look for when hiring a support newbie?
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Don't waste your time supporting problems that don't exist
Anticipating your users' problems is great, but make sure you're addressing a real need. A recent encounter I had with a vendor serves as a cautionary tale against make-work.
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Being part of a team
When you're overwhelmed by work requests, deadlines are piling up, and the phone won't stop ringing, don't forget that you have other team members to ask for help.
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Convert open source spreadsheet into something Office 2007 can use
Convert open source spreadsheet into something Office 2007 can use
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The field tech: How helpdesk life can prepare you for the real world
The field tech: How helpdesk life can prepare you for the real world
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Caller ID: arguments for and against enabling it on the help desk
Caller ID: arguments for and against enabling it on the help desk
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Poor customer handling skills - When to walk or drive away
Poor customer handling skills - When to walk or drive away
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Divided by a common language - What language differences have you heard?
Divided by a common language - What language differences have you heard?
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Get away from the helpdesk - do something different when you get home
Get away from the helpdesk - do something different when you get home
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"There's no such room" (the dangers of being sidetracked)
"There's no such room" (the dangers of being sidetracked)
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Another option for remote administration and assisting
Another option for remote administration and assisting
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Take advantage of chances to build caller rapport
Take advantage of chances to build caller rapport