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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

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 […]

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”:

10 Things To Never Do With Angry Customers

Without This, Your Customer Service Will Be an Epic Fail

  There are a myriad of factors that go into delivering exceptional customer service. Although some are more important than others, a strong argument could be made that none are more important than this one. It’s one of the top things I look for when interviewing any employee and without it, I’d never hire you. […]

IT Outsourcing: Pros and Cons (Part Two)

                In our last installment, I talked about the benefits of IT outsourcing. Today we’ll delve into some of the things you’ll need to contemplate when considering IT outsourcing.