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Help Desk Institute (3 results)
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- 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
- 10 ways to develop customer self-sufficiency
- "Make the customer self-sufficient? Are you crazy? I'll be out of a job!" This reaction often follows a suggestion about making customers more self-sufficient and hence, less dependent on an IT department. Yes, if customers can do more by themselves, maybe they will need you less. On...
- Blog posts 2008-05-14
- 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
- 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
- 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
- Recognising the signs of help desk burnout
- Do you find help desk work to be a chore lately? Is it hard to get up in the morning and get yourself into the office? Are you finding it harder to pick up the phone and sound cheerful and interested? Do the users get on your nerves these days,...
- Blog posts 2008-04-18
- 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
- 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
- SmarterTrack (exe)
- SmarterTrack 3.x is a robust support Help Desk, Ticket System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant AJAX web interface. SmarterTrack brings the performance of a desktop application to the Web and can be run stand-alone or integrate with your customer...
- Software downloads 2008-05-06
- 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
- Welcome to Decision Central
- IT Leaders come in all shapes, sizes, and from all levels of the organization. Whether you're the CIO of a Fortune 500 company or all the way down to a help-desk jockey sitting with dozens of other people answering the phones all day, what you do and the decisions you...
- Blog posts 2008-04-14
- By Using Biscom Delivery Server to Send Large Files Both Internally and to Their Clients, John Wieland Homes and Neighborhoods Reduces help desk Calls, Eliminates Dependency on Email Attachments, and Secures Company Data
- Since John Wieland JW Homes develops property, they have three groups that constantly need to access, share and edit large files. Since the company has a strict 10MB email attachment file size limit these documents cannot be sent via email. The documents, however, must be obtained immediately and frequently. The...
- Case studies 2008-04-02
- Active Directory Query (zip)
- AD Query allows you to view various objects within your Microsoft Active Directory environment. Several administrative functions are available for various objects as well. Features include the following: Ability to query user, computer, deleted items, and other objects stored within Active Directory Perform basic account administration such as disabling accounts,...
- Software downloads 2008-05-12
- help desk Trouble Ticket Template
- The Help Desk Trouble Ticket is an important document for the technical support professional. This form contains all the essential fields for maintaining an organized, accountable tech support organization, including general ticket information and problem description. Ample room is also available for follow-up responses by the tech handling the job....
- Download resources 2008-04-04
- 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
- Software Installation and help desk Training Case Study
- Founded in 1876, the client is a leader in the pharmaceutical industry. The client's Protein Manufacturing group had obtained new software to facilitate their developments. The client needed on-site assistance with the implementation of new software. Members of the client's Protein manufacturing group also needed to be educated on the...
- Case studies
- Novell's Security Technology Benefits Austrian Banking Computer Services Provider Allgemeines Rechenzentrum
- The Allgemeines Rechenzentrum ARZ provides specialized IT services for 66 banks, with a total of 680 branch offices, in Austria and south-eastern Europe. ARZ needed to simplify the process of logging in to work stations. Reducing the number of logins required to access multiple systems and applications would not only...
- Case studies
- Knowledge Pathways and Custom Doc Reduce Cost of Custom Training for Healthcare Provider
- Charged with training over a thousand computer users in unfamiliar applications, the Director of Technology Learning at SJRMC, Inc., started by conducting most of the training herself in a traditional Instructor-Led Training ILT environment and turned to an outside vendor for materials and additional instructors. The Director turned to Global...
- Case studies
- Mustang Controls Spyware at the Gateway and Reaps Huge Benefit
- Mustang Engineering, a Wood Group company, is an independent services provider to the global oil, gas and chemical industries. Mustang Engineering needed more efficient and effective strategy to prevent spyware from entering its networks, reduce helpdesk requirements, and improve network performance. The company deployed Blue Coat WebFilter in conjunction with...
- Case studies
- Technology Company Increases help desk Productivity With Avaya Interactive Response and Gold Systems Web Administration Program
- A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements. Call Center management's goal was to increase productivity to reduce the cost of handling a call by 50%. With...
- Case studies
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