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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!”

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 […]

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 […]

Introducing “From the Trenches” – The Flip Side of The Help Desk

“Hello World” from other side of the IT help desk fence!  My name is Liz, and I’m a computer technician that works in the Network Operations Center at Custom Computer Specialists.   I have about ten years of experience with IT – that’s a lot of computer restarts! I also write tech news and reviews

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 […]

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”: