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- Supporting my laundry: Why some people are not cut out for the help desk
- What are the other qualities you find valuable in support pros?I've gotten you started with two of my must-haves. What singles out candidates to you?Custom error graphic in the orginal post was generated at http://atom.smasher.org/error/.RE: Supporting my laundry: Why some people are not cut out for the help deskSupport professionals...
- Tags: Call centers, WIRELESS, Wi-Fi, williamjones, help desk
- Discussion threads 2007-11-15
- Exigent Ergonomics: Another way for the help desk to help out
- How do you handle workspace-related injuries in your office?As part of a large university, my organization has a lot of resources for users who are finding that computer work causes them pain.The university Safety Office offers training sessions for groups, and will also come and perform an individual work space...
- Tags: PRODUCTIVITY, williamjones, help desk
- Discussion threads 2007-11-11
- The care and feeding of Li-Ion batteries
- Resources that were helpful in producing this article...There were several resources that I found useful when putting this together.Apple Computer's Battery information pageshttp://www.apple.com/batteries/Cadex Electronics' Battery Universityhttp://www.batteryuniversity.com/index.htmIf you need to replace your battery, you should recycle the old one. Look here to find a recycling center near you:http://www.rbrc.org/call2recycle/dropoff/index.phpFinally, some software resources...
- Tags: Engineering, williamjones, Apple Inc., battery, Cadex Electronics Inc.
- Discussion threads 2007-11-02
- Is security software your best protection?
- Have you successfully broken any bad habits?I don't have any magic bullets here. There are a lot of ways that we can shape behavior through things like usage policies and access restrictions. We can try and educate users about the dangers inherent in risky computing behavior, but there's no guarantee...
- Tags: Tools & Techniques, software, williamjones
- Discussion threads 2007-10-24
- Preventative maintenance for PCs: Four favorite utilities
- What are your preferred maintenance tools and techniques?I'd love to hear what you use to keep systems in good working order.What are your feelings, for instance, on regular disk defragmentation? I didn't include that tactic in my post, because I'm not sure it's all that necessary with modern file systems....
- Tags: Spyware, adware & malware, Cyberthreats, Viruses and worms, PRODUCTIVITY, SECURITY, williamjones, PC, spyware
- Discussion threads 2007-10-18
- Microsoft Service Packs: A necessity before you deploy?
- Have you made the plunge?...to a new software version and found yourself regretting it?Microsoft will be releasing service packs for their flagship products in 2008. Have you decided that your current deployment is stable enough to wait until those patches are available before upgrading?Is our hesitancy to deploy Microsoft's initial...
- Tags: Microsoft Office, williamjones, Microsoft Corp., service pack, Microsoft Service Packs
- Discussion threads 2007-10-11
- Wiki your office's technical knowledge and reduce support calls
- How do you help users support themselves?Wikis aren't the only way to collaborate on technical issues and share knowledge. User forums and FAQs can fill the same role. What's been successful for you?
- Tags: williamjones, Wiki, knowledge
- Discussion threads 2007-09-27
- Lost while troubleshooting? Retrace your steps.
- What other fundamentals do you lean on?Retracing my steps has bailed me out more times than I can count.Chime in with some of the other cardinal rules that you live by when providing support.Couple different tricksI find that when I'm faced with a fault I can't find that a small...
- Tags: williamjones
- Discussion threads 2007-09-20
- US-CERT Bulletins: A user training tool for the overworked helpdesk
- What other sources for training materials have you found valuable?The nice thing about the resources from US-CERT is that they are provided free of charge. I'm also a fan of TechRepublic's "Lunch and Learn" series of informational presentations. I can tend to run on sometimes, so the structure their presentation...
- Tags: Workforce management, williamjones, tool, US-CERT, training material, help desk
- Discussion threads 2007-09-14
- Revised CompTIA codes standardize error tracking
- Will you be using the CompTIA codes in your environment?Are they of value to you on the front lines, or is this something only of interest to OEMs and vendors?What do you think?
- Tags: williamjones, CompTIA
- Discussion threads 2007-09-07
- U-Who? What your colleague's flash drive might be hiding
- Am I being too hard on U3?Maybe you've found their devices useful. Let me know what you think...
- Tags: williamjones, USB flash drive
- Discussion threads 2007-09-07
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