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37 posts tagged with helpdesk.
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Help Me Helpdesk Redux

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]
posted by AzraelBrown on Oct 20, 2014 - 10 answers

Help Me Helpdesk

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]
posted by AzraelBrown on Oct 10, 2014 - 7 answers

Recommend helpdesk solution for chat and e-mail support with ticketing?

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]
posted by Lush on Jun 4, 2014 - 5 answers

How do I create an awesome user manual and training series?

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]
posted by JuliaKM on Apr 26, 2014 - 6 answers

Help Desk Lead: Soft Skills questions, please

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".
posted by sandettie light vessel automatic on Nov 8, 2013 - 10 answers

Changing Careers Back (or The Once and Future Techie)

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]
posted by anonymous on Jul 31, 2013 - 9 answers

Press F5 to refresh the contract

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]
posted by anonymous on Jul 11, 2013 - 12 answers

Need to set up best-practices for Help Desk/NOC Monitoring team

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]
posted by PetiePal on Mar 11, 2013 - 1 answer

Help me define and write a scope for my job!

Help me plan a Tier I HelpDesk implementation/startup/Scope [more inside]
posted by PetiePal on Oct 30, 2012 - 5 answers

Anyone know some resources for learning ServiceDesk?

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.
posted by briank on Mar 23, 2012 - 1 answer

Help me no longer help people

I’m stuck on an IT Help Desk and I’d like to escape. Help! [more inside]
posted by Diskeater on Oct 31, 2011 - 10 answers

Hey let me look at that for ya!

Windows Server 2008: Tech support advice needed! What are the options for helpdesk staff to remotely control client computers? Details inside. [more inside]
posted by Funmonkey1 on Jun 10, 2011 - 10 answers

How to tactfully respond to "Duh!!!" IT questions when I go out of my way to fix them?

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]
posted by MeProxy on Jan 5, 2011 - 47 answers

It was fine yesterday.

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]
posted by edbles on Sep 16, 2010 - 15 answers

What's the best customer service or help desk ticket software available?

What is the best customer service tracking (help ticket) type software out there right now? [more inside]
posted by eleyna on May 21, 2010 - 10 answers

Audio: "You help me now, or it's war, buddy!"

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!"
posted by matt_arnold on Mar 12, 2010 - 6 answers

Help me to build the ultimate IT Help Desk for a 1:1 Laptop program at a K-12 private school.

Help me to build the ultimate IT Help Desk for a 1:1 Laptop program at a K-12 private school. [more inside]
posted by mrbarrett.com on Nov 12, 2009 - 6 answers

So, what do the big boys play with?

I'm looking for some really good helpdesk software. It does not have to be free. Any suggestions? [more inside]
posted by converge on Sep 3, 2009 - 3 answers

Free online helpdesk solutions?

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]
posted by adverb on Jun 11, 2009 - 3 answers

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]
posted by aristan on Jan 15, 2009 - 4 answers

How do I find a part time IT/Help desk Job in Colorado?

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
posted by BoldStepDesign on Oct 6, 2008 - 3 answers

refreshrefreshrefresh

Should I quit my job? [more inside]
posted by mustcatchmooseandsquirrel on Aug 1, 2008 - 35 answers

Ticket system that runs off emails

Is there a good ticket/support/bug management system that builds a queue out of incoming emails? [more inside]
posted by c:\awesome on Jul 3, 2008 - 16 answers

How do I be better at system administration and helpdesk tasks?

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]
posted by anonymous on Apr 21, 2008 - 19 answers

Help Desk Remote Support Software Experiences

Experiences with remote desktop software for help desk troubleshooting? [more inside]
posted by enfa on Mar 5, 2008 - 14 answers

Someone died and willed me a helpdesk...

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?
posted by tcv on Feb 16, 2008 - 13 answers

Getting a job with a help desk?

I'm looking for advice on moving into a computer help desk position. [more inside]
posted by WCityMike on Jun 17, 2007 - 10 answers

Please help me get this IT Support position.

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]
posted by Davaal on Jun 9, 2007 - 13 answers

OSXFilter: MySync broken - how to fix it?

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]
posted by SansPoint on Oct 28, 2006 - 2 answers

What are these Norwegian monks saying?

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.)
posted by Joleta on Oct 5, 2006 - 3 answers

Help me get out of the helpdesk!

Help me get out of the helpdesk! [more inside]
posted by damn dirty ape on Sep 29, 2006 - 10 answers

What are some good free/open-source Help Desk software solutions?

What are some good free/open-source Help Desk software solutions? [more inside]
posted by thefreek on Aug 28, 2006 - 2 answers

Good interview questions

What are some good technical questions to ask a potential candidate for a tech support position during the initial interview? [more inside]
posted by Cosine on Jun 19, 2006 - 25 answers

Numbers geek seeks similar

A question about statistics related to an technology helpdesk. [more inside]
posted by urbanwhaleshark on Nov 24, 2005 - 1 answer

Combined FAQ/HelpDesk solutions

I'm looking for a cheap/freeware combined FAQ/trouble ticket system, along the lines of RightNow or Fuze. [more inside]
posted by Auz on Sep 17, 2005 - 5 answers

Why won't my WinBook connect to the wireless network?

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]
posted by bingo on Jul 2, 2005 - 15 answers

Helpdesk Lingo

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?
posted by yoga on Jan 2, 2004 - 3 answers

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