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- Your customers could be smarter than you think
- Are you guilty of automatically thinking "lowest common denominator" when you deal with your users? Or do you have a well-developed radar that helps you distinguish truly clueless users from those who are just struggling to explain a problem?
- Tags: JodyGilbert
- Discussion threads 2007-02-26
- Build a knowledge base that streamlines your support operations
- Have you worked for organizations that didn't have any system for recording and sharing the details of common problems? What suggestions can you add to this list of knowledge base pointers?Our Help Desk is Struggling ......Helpour company is in t
- Tags: JodyGilbert, knowledge base, knowledge
- Discussion threads 2006-12-21
- 10 ways to seriously annoy your customers
- Have you ever had to deal with support techs who were this cavalier or unreliable? What other negative behaviors would you caution techs about?Although I hate long and complicated onesI do agree that it is a good idea to have a ACD. It also leav
- Tags: 10 things, jeff dray, career, support, JodyGilbert, point-of-sale, software
- Discussion threads 2006-11-14
- See how PC placement can affect system health and performance
- Different strokesDuring the early IBM AT days, users were buying plastic stands to allow them to stand the units on end next to their desks. The first problems came when the hard drives failed, unable to boot. Placing the units back horizontal cur
- Tags: system failure, jeff dray, pcs, hardware, support, JodyGilbert, hard drive, PC, health, performance
- Discussion threads 2006-11-06
- 10 things you should know about providing great customer service
- Do you use these techniques to forge strong relationships with your customers? What things do you do differently or not at all?Great! things you need to remember but always seem to forgetThat just helped me in the middle of a situation to remem
- Tags: 10 things, career, clientS, customer, customer service, field tech, jeff dray, JodyGilbert, support
- Discussion threads 2006-11-01
- Mini-glossary: Support tech tools you should be familiar with
- Do you work with novice techs who aren't sure which tools to use in which situations? What other items would you add to the glossary to help them get up to speed?My pet peeveI would agree with the premise that all techs should be familiar with these tools. Familiar with,...
- Tags: JodyGilbert, computer, cable, mini-glossary, erik eckel, repair, networking, tools, support, tool
- Discussion threads 2006-10-18
- Confessions of an IT pro: My nine biggest professional blunders
- Confessions of an IT pro: My nine biggest professional blundersarticle rootConfessions of an IT pro: My nine biggest professional blundersDo any of these tales sound familar? Can you trump Becky's mistakes with one of your own?I’m envious…of your perfection. Must be gratifying to know you have never ever blundered in...
- Tags: information technology, IT Pro, career, support, mistakes, becky roberts, password, JodyGilbert, hardware, root password, backup, software
- Discussion threads 2006-07-12
- Five things support pros should take care of before leaving on vacation
- Does the thought of tasks left undone or the mess you may encounter when you return take the fun out of your time off? Or do you hit the vacation trail without a backward glance or intervening worry? What items are on your must-handle list before you leave work for...
- Tags: JodyGilbert, support, vacation, becky roberts, hardware, checkbox
- Discussion threads 2006-07-06
- 10 things you should do before letting users take their laptops out the door
- 10 things you should do before letting users take their laptops out the dooHave you ever paid the price for overlooking any of the measures on this list? What other steps would you recommend to help protect equipment and information and to keep your traveling users happy?you forgot the 'Big...
- Tags: Notebooks, laptop computer
- Discussion threads 2006-05-23
- 10 ways to get your help desk ready to support a new rollout
- Does your organization use a system that brings the help desk into the process of planning and deploying new technology? Or do you wind up scrambling after the fact, trying to get up to speed and address implementation problems and user support issues?
- Tags: Help desk, Call centers
- Discussion threads 2006-05-18
- 10 user complaints about IT support
- 10 user complaints about IT supportarticle root10 user complaints about IT supportWas this information helpful? Please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,The TechRepublic Content TeamAgree 100%The company that I worked for was purchased by a larger entity. Having had the "total control" to...
- Tags: IT Support
- Discussion threads 2006-04-25
- DOWNLOAD: Simplify your record-keeping with this hardware repair ticket
- http://techrepublic.com.com/5138-10877-729050.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Team
- Tags: JodyGilbert
- Discussion threads 2006-03-27
- DOWNLOAD: 10 things you can do to optimize and maintain your PCs
- http://techrepublic.com.com/5138-10877-6054937.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content TeamI don't agree.If you are really running a shop full of hundreds of PCs, I think this type of maintanance is too much.Running Defrag and Disk Cleanup...
- Tags: PC, KB, support, 10 things, maintenance, JodyGilbert, hardware, mouse, Inspecting Services
- Discussion threads 2006-03-28
- DOWNLOAD: 10 ways to get your help desk ready to support a new rollout
- http://techrepublic.com.com/5138-10877-6047531.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Team
- Tags: Help desk, Call centers
- Discussion threads 2006-03-13
- DOWNLOAD: 10+ tools you should have in your support tech repair kit
- http://techrepublic.com.com/5138-10877-6046244.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Teamand most importantMost important tool is an Universal RJ45 Crimping Tool, at cost of 17,5$match crimper to plugsI ran into a situation at our college where we...
- Tags: crimper, AMP, support, hardware, tools, 10 things, Pocket Leatherman, tool, JodyGilbert, Paper Clip, cable
- Discussion threads 2006-03-06
- What's the worst mistake you ever made as an IT pro?
- What's the worst mistake you ever made as an IT pro?We talk a lot and laugh a lot about the dumb things our users do--but of course, we do plenty of dumb things ourselves.The recent article (http://techrepublic.com.com/5100-10877-6044807.html) and download (http://techrepublic.com.com/5138-10877-6040785.html) "10 classic clueless-user stories" showcases bizarre tales of user...
- Tags: worst mistake, power supply, support, mistakes, it pro, JodyGilbert, hardware, information technology
- Discussion threads 2006-03-06
- DOWNLOAD: Avoid support headaches with this program rollout checklist
- http://techrepublic.com.com/5138-10877-6042399.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Team
- Tags: JodyGilbert
- Discussion threads 2006-02-23
- DOWNLOAD: 10 easy ways to turn a dull Word table into a design element
- http://techrepublic.com.com/5138-10877-6037032.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Team
- Tags: Download, Word Table, support, jody gilbert, 10 things, tables, JodyGilbert, hardware, Microsoft Word
- Discussion threads 2006-02-09
- DOWNLOAD: Assess new employees' computer skills with this evaluation form
- http://techrepublic.com.com/5138-1035-729008.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Teammy way is much more fun.I hand them a live cd of linux from scratch and the 200 page manual for installing it.tell them to build their...
- Tags: computer, end user, evaluation, hardware, JodyGilbert, support
- Discussion threads 2006-02-06
- DOWNLOAD: Top 10 signs you're getting burned out on your support tech job
- DOWNLOAD: Top 10 signs you're getting burned out on your support tech jobhttp://techrepublic.com.com/5138-10877-6029712.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Content Team"...telling a user that his problem lies somewhere between the keyboard and the back of...
- Tags: 10 things, becky roberts, career, hardware, job, JodyGilbert, keyboard, support
- Discussion threads 2006-01-23
