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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!”

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, […]

Windows 8.1 Released Soon

Microsoft recently stated on their blog and Tech Net articles that  Windows 8.1 is coming soon on October 18th. This release will include Internet Explorer 11, an improved Windows Store, and a few more enhancements in enterprise applications.  

Tech Support Humor: xkcd style

Here’s a bit of tech support humor for you this time!  This is one of my favorite webcomics. I’m sure other technology, science and math folks enjoy XKCD as much as I do! Myself being the tech on the other end of the phone, I know it’s sometimes tough to ask the obvious questions such […]

Software Tools of the Trade

Last week I introduced our new feature “From the Trenches”. This week I wanted to touch upon the tools I use in my “virtual toolbox”. As a computer technician, one of the many important things to do the job well is to have the right tools.  I don’t only mean hardware tools, such as a […]

Is Your Technical Support Organization As Good As Apples?

Simple question for you today. Is your technical support as good as Apples? According to Consumer Reports latest study, Apple is the way to go if you want the best technical support. According to the study 82% had their problem solved to their satisfaction via technical support while 88% had their problem solved to their […]