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Help Desk Institute (3 results)
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- Reports indicate IT staff jobs will drop in 2009
- For the last few months, reports have indicated that IT seems to be exempt from the dismal budget. But new reports are painting a different picture. by Toni Bowers
- Blog posts 2008-07-23
- Button pressers and non-button pressers
- Some people ask for help, others work it out for themselves. Is this what makes the difference between a help desk tech and a user? by Jeff Dray
- Blog posts 2008-07-21
- Supporting support: Where does the help desk fit in your IT planning?
- There are lots of best practices that have been developed for IT management, but an organization's culture might resist efforts at standardization. This time, a peek behind the curtain to see a particular problem for small offices -- scaling support capacity. by William Jones
- Blog posts 2008-07-17
- Can you take your customers seriously and laugh about them?
- Is it possible to laugh about your work and do it properly as well? Is it necessary to be totally straight faced about your end users in order to provide the correct level of service? Jeff Dray explores these questions. by Jeff Dray
- Blog posts 2008-07-07
- Lines in the sand: Three requests support techs should turn down
- There's policy, and then there's real life. Users often make inappropriate requests from the help desk and its techs. Look out for these big ones, and make sure that your support staff is prepared to refuse them. by William Jones
- Blog posts 2008-06-26
- IT managers can fight employee burnout by building the right workplace environment
- Skilled employees are difficult to find and even harder to keep. IT managers can increase retention and fight employee burnout by rotating jobs, effectively scheduling shifts, assigning administrative duties, managing phone time, requiring employees to visit other areas of the organization, and building a culture of constant learning. by Bill...
- Blog posts 2008-06-26
- Help desk burnout
- Don't let stress rule your life; take control of your work-life balance by recognizing the symptoms of stress or work burnout. by Jeff Dray
- Blog posts 2008-06-23
- What can support pros learn from their auto mechanics?
- An examination of how good mechanics attend to their customers can provide some guidelines for how the help desk can provide a high level of service. Six tips for support pros. by William Jones
- Blog posts 2008-06-18
- Don't leave new helpdesk people to struggle
- Has your help desk developed a complete training and induction package for new starters? It may be that new starters know the technology inside-out, but they won't necessarily know anything about the way that your company implements technology in your workplace. Starting a new job...
- Blog posts 2008-06-06
- Video: Help desk techs always welcomed with a sigh of relief?
- I was digging around YouTube the other day and came across this IT career video created by CollegeGrad.com--a career Web site specializing in entry-level jobs. Judging from the computer hardware, office furnishings, and clothing, the video was produced sometime in the late 1990s or early 2000s. I...
- Blog posts 2008-05-31
- The importance of live logging
- Yesterday, I was yet again reminded of the importance of getting into the habit of live logging help desk calls. For anyone who is not familiar with the term, "live logging" means keying the information into the call logging system as the call is in progress, rather than noting the...
- Blog posts 2008-05-17
- TR Out Loud - May 9, 2008
- If you haven't gotten wind of the most recent news, you won't want to miss this episode of TR Out Loud. Sure, you'll still hear all the staples, as well -- top five discussions, sweet biscuits, ShhhIT list, and Question of the Week -- at least for the next week....
- Blog posts 2008-05-09
- Help your end-users make Help Desk calls the right way
- If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep their calm and explain things patiently to the caller, but it may also help to give...
- Blog posts 2008-05-08
- Don't expect these five high-tech skills to bring you more money
- If pay rate for a skill is any indication of its value, there are some IT skills that look to be well on their way to extinction. A recent piece from Network World listed the five high-tech skills that don't command the pay that they once did: ...
- Blog posts 2008-05-07
- Is there no career opportunity for the Help Desk pro?
- In a piece published today on Computerworld, Thomas Hoffman writes that people look at the career opportunities for Help Desk pros two ways: One, that the Help Desk is a dead-end job and two, that it is a perfect opportunity to see how a company works and flex your people...
- Blog posts 2008-04-30
- IT Dojo: Quickly map drive letters in Windows XP with SUBST, PUSHD, and POPD
- Mapping drive letters in Windows XP is a common task. It's not a complicated process, but you can save time with a few easy shortcuts. In this IT Dojo video, Bill Detwiler demonstrates three old DOS commands that making mapping folders and network shares a snap. First,...
- Videos 2008-04-29
- Use asset tracking to provide better support
- The small research department I inherited was pretty thin on IT practices when I joined up. There weren't too many users to worry about, so the previous tech manager could get by without having many documentary procedures in place. He kept most of the maintenance history of his machines in...
- Blog posts 2008-04-29
- Top IT news for April 28: Dell will still load XP, Microsoft ponders Yahoo alternatives, White House BlackBerrys stolen
- Top five headlines Dell will install Windows XP for you after June 30 deadline Microsoft: Pondering the alternatives to Yahoo Mexican official accused of lifting White House BlackBerrys Interop expected to show networking technology is still hot Dell, HP launch AMD business desktops...
- Blog posts 2008-04-28
- 10+ dangerous species of help desk callers
- During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this...
- Blog posts 2008-04-25
- Require help desk analysts to make the most of down time
- Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed? There's been some fervent debate and...
- Blog posts 2008-04-25
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