Improve your IT support service and technical support operation here.

Why IT Support Is Critical to Your Success as a CIO

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 it can be the most important part of your job/career. […]

“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 […]

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, […]

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 […]