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deskside support

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How do you get the Help Desk to provide the Help: How do you get the Help Desk to provide the HelpNow we have a discussion going here about how to talk down irate Customers/End Users but what happens when you run into the same trouble that these irate customers are complaining about?A few months ago I got hit with a...; Tags: help desk, windows, xp, it, help, users, helpdesk, deskside support, HAL 9000, Medical Insurance Co., telephone; Discussion threads 2006-08-07
What do you do to talk a user/customer: What do you do to talk a user/customerDown from being irate or distrusting the help desk or you being the live person? You get to the user who just spent an hour on the phone with the help desk. They are mad and want to do bad things to the...; Tags: deskside support, help, help desk, helpdesk, it, jdmercha, users, windows, xp, zlito@...; Discussion threads 2006-08-01

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10 ways for support techs to stay healthy and safe on the job: As winter gives way to spring, many people are struggling into work with colds and influenza, which they may pass along to co-workers -- and to you. In fact, as a deskside tech person, you could easily become infected yourself and then pass the bug on to the next user...; Tags: Job, Jeff Dray, Sales Tools, Blogging, Recruitment & Selection, Strategy, Sales, Internet, Human Resources, Workforce Management, Management; Download resources 2008-04-02
Server IMAC: I need some training material for my deskside support chaps? I have soon to be redundant 1u servers that need moving and no warranty or service arrangements for the hardware or applications. The expense of hiring outsiders for a few days is just too much - are there any online...; Tags: Servers, BatmanBSD, server, Apple iMac; Discussion threads 2007-04-11
Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100): Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk including service desk and deskside support and developing a number of call-avoidance techniques. The attendee of...; Tags: Webcast, Microsoft Corp., Microsoft IT, Help Desk, Call Centers, Outsourcing, Productivity, It Operations, Business Operations, Outsourcing & Subcontracting; Webcasts 2007-11-19

Offline files and broken HDD: I have a laptop with somewhat broken HDD. I can access the hdd and move files from the disk but I'm not able to start up win xp from the disk. I have about 100 offline files that I would need to recover. Is there any way to recover the...; Tags: hard drive, timo.mammela@...; Discussion threads 2007-01-04
Help Desk Ticket Categories: I am in the process of implementing a new ticket system for my help desk. Does anyone have an inclusive list of ticket categories? Example:DESKTOP SUPPORT> Printers> Toner LowDESKTOP SUPPORT> Printers> Maintenance RequiredDESKTOP SUPPORT> Printers> Paper JamI am looking for everything that you have! Thank you!whats right for youDon't try...; Tags: Printers, Help desk, printer; Discussion threads 2005-03-28
Support Center Naming Conventions: I am in the process of renaming our tech support team, and my CIO is concerned about compliance with industry naming standards. We are a relatively small group (4 full time staff, including myself plus 2 summer interns -- we support around 500 computers worldwide). The team handles helpdesk calls,...; Tags: conventions, help desk, it management, naming, PC, Support Center, team, z9pfmarq; Discussion threads 2005-07-18
10 ways to improve your deskside manner: When you go out of the office and meet a customer to resolve a fault or issue, using soft skills can help get the customer on your side. It's a given that you will have the technical skills, or you'll know where to find them. But the way you deal...; Tags: Customer, Jeff Dray, Blogging, Internet; Download resources 2008-03-17
Asklepios and Intel Solution Services Explore Hospital Performance Improvement With Intel vPro Technology: Asklepios is one of Europe's leading healthcare providers, with a reputation as a pioneer of innovative IT solutions. With numerous hospitals across Germany, each administering its IT environment differently, Asklepios initiated a program called OneIT to centralise the support of the architecture and PC management processes in Hamburg, Germany. Asklepios...; Tags: Hospital, Performance, Intel vPro, Intel Corp., Asklepios, Healthcare, Desktops, Text Messaging/SMS/MMS, Hardware, Cellular Phones, Consumer Electronics, Personal Technology, Online Communications; Case studies
PC to tech ratio: I am looking for benchmarking. Pc to tech ratioThis ratio truly depends upon the way you support your user community. What level of support are you offering? Do you support the users remotely? Are the users in a few locations or are they spread all over the place?There is...; Tags: rwest@..., PC, information technology; Q&A 2006-04-04
Intel vPro Technology: Cutting IT Costs and Improving Productivity Through Enhanced Manageability: Enterprise IT departments can take advantage of the new, hardware-based remote management capabilities in PCs with Intel vPro technology to improve the efficiency of diagnosing and repairing malfunctioning systems while reducing deskside visits. PCs with Intel vPro technology also help increase the accuracy and thoroughness of PC and asset inventories,...; Tags: Intel vPro, PC, Information Technology, Intel Corp., Desktops, Asset Management, Strategy, Hardware, Operational Planning, Business Operations, Management; White papers 2006-07-01
ProCurve Networking by HP Is Good News for Prominent Saudi Media Group: Saudi Arabia's leading newspaper and magazine publisher and commercial printer, Al Madina Press, is at the forefront of communications but it found that its own communications systems had not kept pace with growth. To maintain an edge in its highly competitive market, the company needed a new solution that would...; Tags: Hewlett-Packard Co., Network, Media, HP ProCurve, VLAN, LANs, Utility Computing, Telecommunications, Networking; Case studies
WM-Data Services and PCs With Intel vPro Technology: In the business environment served by WM-data, it can be challenging to manage PCs from a central location, rather than through an on-site IT presence for each customer. Deskside visits are still required to manage and service PCs that do not respond to management software. There is a critical need...; Tags: Intel vPro, PC, Intel Corp., WM-Data, Desktops, Hardware; Case studies
Intel vPro Technology Offers Johns Hopkins New Ways to Increase the Efficiency of Remote PC Management: The Johns Hopkins Desktop Computing Services DCS group is a subsidiary of the IT organization that supports 9,000 desktop PCs in The Johns Hopkins Hospital, pediatrics and surgery departments, remote sites, and other labs, clinics, and administrative areas. The DCS group needed effective ways to accelerate diagnostics and repair of...; Tags: Intel vPro, PC-management, Intel Corp., Desktops, Hardware; Case studies
Provide your end users with good 'deskside' manner: Having a positive 'deskside' manner when working with users is a must for a successful support technician. Learn how you can resolve the user's problem, build good rapport, and improve the overall image of your help desk.‘Deskside’ manner is incredibly important when dealing with a problem in the user's workplace....; Tags: Jeff Dray, floppy disk; Technical articles 2000-09-08
Getronics Workspace Services and PCs With Intel vPro Technology: The primary service challenge is that IT service providers cannot necessarily manage, maintain, or update PCs if system power is off or the OS is not working properly. Instead, many typical IT tasks must currently be performed during business hours, when PCs are powered on and available for inventory, software...; Tags: Security, Intel vPro, PC, Getronics, Operating System, Intel Corp., Os migration, Desktops, Operating Systems, It Operations, Hardware, Software; Case studies
Governmental Entity Saves Time, Money, and Stress in Automated Client Deployment: To better serve a widely distributed work force, a governmental organization in England known as the Learning and Skills Council LSC needed to upgrade desktops and laptops for more than 6,000 users at 50 sites. Because the upgrade would take place alongside a departmental consolidation and major hardware acquisition, LSC...; Tags: Deployment, Software, Microsoft Corp., Tools & Techniques, Mergers & Acquisitions, Corporate Law, Management, Investment, Finance, Business Operations; Case studies 2006-01-01
Reducing Acoustical Noise in Personal Workstations by Increasing Cooling Efficiency: Personal workstations have provided users with substantial increases in processing power over the past decade. Increases in memory size, increased graphics capability and hard drive capacity, and much higher processor performance have all contributed to creating much more powerful desktop and deskside systems. However, the beneficial increases in capabilities have...; Tags: Hewlett-Packard Co., Performance, Personal Workstation, Workstations; White papers 2007-06-01
Intel vPro Technology Offers Providence Health System in Oregon a Favorable Prognosis: Minimizing downtime is critical to delivering the highest level of patient care. Providence Health System needed to identify issues before they disrupt the work of the staff. If they could diagnose problems remotely, they could reduce the number of on-site visits and improve uptime. In addition to reducing deskside visits,...; Tags: Asset, Intel vPro, Intel Corp., Asset Management, Chipsets, Operational Planning, Business Operations, Semiconductors, Hardware, Components; Case studies

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