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“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!”

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 will raise the bar for your help desk (vs. those who can bring it […]

5 Quick Tips for Exceptional Customer Service

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 experiences of 20 plus years in IT, here are my top five […]

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 positions (Help Desk Manager, Director of an advanced technology group, Director of Support Services at […]

IT Support Tips from the Trenches

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 shortcut that isn’t familiar to them.  When dealing with end users of varying degrees, […]

What’s Your Browser Policy?

          What’s your browser of choice? In today’s computing environment there are an abundance of different web browsers on the market. In my experience, most corporate websites are recommended to run from Internet Explorer, since they use particular activeX components and plugins. Many IT companies prefer only IE on the desktop […]

Help My Help Desk – “Around the Net” 3-31-13

It’s Friday again and you know what that means! Help My Help Desk presents some of the most useful, interesting and insightful IT Support, leadership and customer service links for this week from “Around the Net”: