Improve your IT support service and technical support operation here.

Do Millennials Have it Right After All?

work life balance 1024x683 Do Millennials Have it Right After All?

In a recent conversation with some of my industry peers we spoke extensively about why the current generation can be “difficult” to work with. I’m not sure I agree with that though. I often find myself wondering if it’s “us” or “them” that’s the problem – maybe it’s really us that’s difficult to work with. [Continue reading]

Are You Indispensable?


  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 … [Continue reading]

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


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


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


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]