Tags » Helpdesk

IT people have to start customer care service

I don’t want to talk here about IT service provider to external customer or client, my post for IT people placed in the same organization with business departments. 221 more words

IT Management Consultant

The Value of Productivity Coaching

Written by Ian H. (Productivity Coach)

Instead of taking time out to attend courses, our clients get a just-in-time, bespoke Productivity Coaching service. Help only when they need it, in short but very effective bursts. 229 more words


The Irony of Technology

My day job, and the least favorite of the three…is in IT. I manage the basic on-site needs for a school. There are days when I don’t get to sit down long enough to have lunch, and other days where I’m one cup of coffee away from falling asleep in the office, surrounded by the soft hum of machinery. 831 more words

Does the ITIL® Framework Need a Facelift?

The following is an excerpt from a longer article, entitled ‘Does the ITIL® Framework Need a Facelift?’ by Malcolm Fry.

Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve.

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Incidents should be visible

One of reasons to employing IT people is to manage and resolve daily incidents, but not all organizations believe the helpdesk will be a very good tool to ease the communication between end users or customers and IT People, some of organizations use telephone, email or fax to report incidents to IT people, it’s applicable for small business, but what about 500+ employees with 50+ application and 200,000 customer? 164 more words

IT Management Consultant

PowerShell - Restart Client Citrix ICA session & Print Spooler - Self Service

Our IT Helpdesk often receives calls from users who for a multitude of reasons have issues with their Citrix connection,  more often due to the fact they haven’t turned on their printer before connecting and cant see their local printer etc. 423 more words

Confidence is Key

This past Thursday, members of the Help Desk team and I attended a technology conference known as MassCUE. The conference was held at Gillette Stadium in Foxborough Massachusetts and being my first time not only attending this event but also my first time going to Gillete Statium, I was blown away. 179 more words

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