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Do Millennials Have it Right After All?

In a recent conversation with some of my industry peers we spoke extensively about why the current generation can be “difficult” to work with. I’m not sure I agree with that though. I often find myself wondering if it’s “us” or “them” that’s the problem – maybe it’s really us that’s difficult to work with.

Are You Indispensable?

  First and foremost, I hope you had a safe and wonderful 4th of July weekend! I hope you were able to disconnect as much as you possibly could and spent quality, uninterrupted time with your friends and family. Those servers and routers will still be there when you get back! —————————————————————————————– If you look up the […]

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 […]

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 […]