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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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5 e-mail habits that waste time and cause problems
5 e-mail habits that waste time and cause problems
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Frustration with Cathay Pacific web site, part I
Frustration with Cathay Pacific web site, part I
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Keep your customer informed
One of the most tragic stories from the Titanic disaster (and there were many) involves the Allison family: Hudson J.C. Allison, his wife Bess and their young children, Loraine and Trevor. Traveling w...
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Five reasons customers get grumpy (and one way to deal with them)
Five reasons customers get grumpy (and one way to deal with them)
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Call priorities - Are we giving the end user the best service?
Call priorities - Are we giving the end user the best service?
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How the Help Desk Failed the Enterprise during Disaster Recovery
How the Help Desk Failed the Enterprise during Disaster Recovery