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Desktop Support Research Results – You’re Not Alone

Now that I’m somewhat caught up with my inbox and have had some time to reflect on the HDI Conference, I plan on sharing some interesting data and observations from the conference over the next couple of weeks. As a member of HDI’s Desktop Support Advisory Board I have a vested interest in staying up to […]

IT Support Happenings…LIVE From Vegas!

 Hello all! This week I’m at the annual HDI Conference being held at the Mandalay Bay in Vegas. I had every intention to check in daily with you but quite honestly there’s so much to do during this conference that every day (and night) is jammed pack with valuable sessions, keynotes and networking that I just […]

Does Your Help Desk Suck? Look No Further Than Here…

              At a high level, the key parts of any organization, including your help/support desk can be broken down into three key components: Tools Processes People While many would argue that you can’t have a “world class” help desk without all three (and I agree), it’s impossible to have […]

Help My Help Desk – “Around the Net” 2-1-13

Who wants to write posts on a Friday? Not this guy! So on Friday’s I take what some might argue as being the “lazy” way out. Here are some of the most useful, interesting and insightful IT Support, leadership and customer service links for this week from “Around the Net”:

10 Things To Never Do With Angry Customers

Without This, Your Customer Service Will Be an Epic Fail

  There are a myriad of factors that go into delivering exceptional customer service. Although some are more important than others, a strong argument could be made that none are more important than this one. It’s one of the top things I look for when interviewing any employee and without it, I’d never hire you. […]

IT Outsourcing: Pros and Cons (Part Two)

                In our last installment, I talked about the benefits of IT outsourcing. Today we’ll delve into some of the things you’ll need to contemplate when considering IT outsourcing.