Last week I AskMe'd, thinking software was our problem with becoming a productive tech-support company. Apparently most all of the software acts the same, so the problem seems to be in the management side: how does the physical process of using help-ticket software, and helping people, from the IT Helpdesk end work, and what resources can help teach us to do it right? [more inside]
The company I work for has been in the paper-scanner business (and previously microfilm) for years, but this world is moving away from hardware and into software; we're moving from canned air and screwdrivers and into a 'helpdesk' capacity. What software works best to manage this? [more inside]
I work for a small eCommerce company that provides customer support via live chat and e-mail, and relies heavily on it. The people who chat with the agents are not necessarily people who have bought or sold anything or even used the site yet, so being able to ask questions in real time could help them decide whether to use our site. We would like to implement a helpdesk solution that does chat very well and can provide good analytics so that we can assess agent ratings, why the customer contacted us, and issues that are driving up volume. It also has to be a third-party cloud-based solution because we don't have the resources to set it up on our own system. Do you have any recommendations? [more inside]
As part of my job, I've been tasked with developing a user guide for an open source software package that my company developed, as well as future webinar (and possibly in-person) training materials. Is there a good source for finding industry best practices for user manuals and tutorials? I'd like to see what the most innovative organizations are doing when it comes to training materials. [more inside]
I am involved in hiring for a help desk lead position. What are are good interview questions to tease out a technical person's "soft" skills? Beyond "Describe a situation where things didn't go right", or "Tell us how you deal with disagreements".
I made a career change (technology to law) a few years ago, and now I'd like to change back, as I had a decent career before and have a pretty foul one now. How do I do this? [more inside]
I was brought onto a Help Desk with a three month contract-to-hire option. Instead of hiring me at the end of the three months, they extended the contract for three more months. I'm a month and a half away from the end of my contact and unsure what to do. [more inside]
I will be managing a remote Indian Infrastructure Support Help Desk. Not a call center, but we'll be handling all Tier I issues for Desktop and NOC operations for a major US client. I'm trying to come up with a document to detail the *"best practices" for connecting to their network*. [more inside]
Help me plan a Tier I HelpDesk implementation/startup/Scope [more inside]
Does anyone know of any self-guided training (books, online, whatever) for ManageEngine ServiceDesk Plus? I'd like to learn a bit more about some of the things it's capable of, but the company's own website isn't very helpful and I haven't been able to turn up much via The Google, either.
I’m stuck on an IT Help Desk and I’d like to escape. Help! [more inside]
Windows Server 2008: Tech support advice needed! What are the options for helpdesk staff to remotely control client computers? Details inside. [more inside]
I work fixing computers for a living. Sometimes an end-user breaks something and when I answer the "What did I do?" question, I have a special ability to be rather condescending and make they feel stupid. I don't want this and want to be approachable. How can I learn to change my approach in answers? [more inside]
Need some help getting myself up to speed on being "the computer person." Just got a new job, which mostly involves handling lighting and carpentry tasks for a resident theater company. My responsibilities also include some IT stuff for their computer system. I'm looking for suggestions on how to be more of an expert and less of a-person-who knows-how-to-use-google. [more inside]
What is the best customer service tracking (help ticket) type software out there right now? [more inside]
A friend of mine asked: "Back when I did tech support, there was an audio file that made its way around the office and the (somewhat nascent) internet. A woman was shrieking about having been on hold for over an hour, and she says the phrase, "... you help me now, or it's war, buddy!" Can anyone help me hunt this down? It has to be out there somewhere! Thanks!"
Help me to build the ultimate IT Help Desk for a 1:1 Laptop program at a K-12 private school. [more inside]
I'm looking for some really good helpdesk software. It does not have to be free. Any suggestions? [more inside]
Does anyone know any good free online ticketing / help desk solutions? I'm not looking for anything fancy - just online ticket entry from multiple users (form-based), auto-generated ticket numbers and a way to read and track ticket status. It needs to be a hosted solution, not downloadable/set-up-yourself. [more inside]
I don't need a support system... or maybe I do. Is there a support ticket system for Brick & Mortars?
I am looking for a client management/help desk/support ticket... thing. Customers come into our stores with items to be repaired and I'd like to be able to allow stores to create ticket for each repair. I'd like for the system to retain information about the customer and the items they bring in... and be able to make notes to the account. What exactly am I looking for? [more inside]
How do I find a part time IT/Help desk Job in Colorado? I need something that pays $15-20 an hour and 15-20 hours per week. How can I find such a job? Suggestions please
Should I quit my job? [more inside]
Is there a good ticket/support/bug management system that builds a queue out of incoming emails? [more inside]
Small company IT administrators, how do you handle users with a wide disparity of technical ability? Users who hate computers? Who don't want to even restart before calling you? Who treat you like your a nerd from a bad teen comedy? [more inside]
Experiences with remote desktop software for help desk troubleshooting? [more inside]
Someone died and willed me a helpdesk... Ok, not really inherited, but in my current job I am now responsible for helping our helpdesk grow and run more smoothly. It's work that I enjoy. What I am missing, however, is an online forum or mailing list that allows me to communicate with other helpdesk managers and planners. I have looked around in various places, but have come up dry. Does anyone know of any resources along these lines?
I'm looking for advice on moving into a computer help desk position. [more inside]
I recently went thru an extremely long interview process. thru 3 interviews, i made the cut from 70 people, to 20, to 4. There were 2 positions available. I had the interview of my life and didnt get the job. Now i have another interview for a similar position in another company. Please help me get it. [more inside]
OSX SoftwareFilter: How can I fix what MySync did to my Mac mini, and find a new solution to keep my machines in sync? [more inside]
It's easy to figure out what's going on in this YouTube video titled "Help Desk," but I'm sure it would be even funnier if I knew what they're saying. (Monks speaking Norwegian, one trying to explain to the other how a book works.)
Help me get out of the helpdesk! [more inside]
What are some good free/open-source Help Desk software solutions? [more inside]
What are some good technical questions to ask a potential candidate for a tech support position during the initial interview? [more inside]
A question about statistics related to an technology helpdesk. [more inside]
I'm looking for a cheap/freeware combined FAQ/trouble ticket system, along the lines of RightNow or Fuze. [more inside]
The dreaded 'TCP/IP is not enabled for this connection. Cannot proceed.' My wireless card sees the network, but will not actually connect. The web is full of discussions on this problem that end in hopelessness. [more inside]
One for the helpdesk [hopedesk!] folks: when one is referred to as "starfish", is it a reference to being a butthole, or does it mean one is so low on the food chain they have no brain (like arms + legs + head = 5 appendages)? Neither?