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Are You Indispensable?

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First and foremost, I hope you had a safe and wonderful 4th of July weekend! I hope you were able to disconnect as much as you possibly could and spent quality, uninterrupted time with your friends and family. Those servers and routers will still be there when you get back! icon wink Are You Indispensable?

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If you look up the definition of indispensable the first definition reads:

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Why IT Support Is Critical to Your Success as a CIO

IT Outsourcing

In my experience most CIO/CTO’s don’t realize just how important the success of their IT Support department is to their overall job (and even career) success. If you hold a C-level role in IT and are responsible for IT support, believe me when I say … [Continue reading]

“My customer’s aren’t complaining, we’re good!”… Ever Find Yourself Saying This? Read On

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A recent interaction with one of my clients went something like this: Me: “How’s your help desk doing?” Client: “Great! We haven’t had a complaint in over a month!” Me:  “That’s not good.” Client: “What do you mean?!?! It’s great!” … [Continue reading]

Top Ten Guidelines for Hiring IT Support People

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One of the greatest challenges every Help Desk or IT Support organization faces is having the right people on staff to provide the highest quality of support to their clients. The hiring process is critical for identifying the quality employees who … [Continue reading]

5 Quick Tips for Exceptional Customer Service

Customer Service Operator

For any customer service driven business, providing the highest quality of customer service is crucial to your business. Most of us know the basics of how to provide good customer service, but fail to do so on a consistent basis. Based on my … [Continue reading]

Insider Advice for the IT Support Professional

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As someone who has been an IT support professional for over 20 years, I have held a multitude of roles. I’ve been both hands on technical (Desktop Support Technician, Level 3 Support Engineer, Project Engineer/Lead) and have held several management … [Continue reading]

IT Support Tips from the Trenches

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Being an IT professional for roughly ten years, I've encountered  so many people that have different levels of computer knowledge.  Some users can move their way around a screen and follow instructions, while other users are terrified to click on a … [Continue reading]