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*.
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posted by PetiePal
on Mar 11, 2013 -
1 answer
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
Windows Server 2008: Tech support advice needed! What are the options for helpdesk staff to remotely control client computers? Details inside.
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posted by Funmonkey1
on Jun 10, 2011 -
10 answers
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?
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posted by MeProxy
on Jan 5, 2011 -
47 answers
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.
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posted by edbles
on Sep 16, 2010 -
15 answers
What is the best customer service tracking (help ticket) type software out there right now?
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posted by eleyna
on May 21, 2010 -
10 answers
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
I'm looking for some really good helpdesk software. It does not have to be free. Any suggestions?
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posted by converge
on Sep 3, 2009 -
3 answers
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.
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posted by adverb
on Jun 11, 2009 -
3 answers
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?
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posted by aristan
on Jan 15, 2009 -
4 answers
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
Is there a good ticket/support/bug management system that builds a queue out of incoming emails?
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posted by c:\awesome
on Jul 3, 2008 -
16 answers
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?
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posted by anonymous
on Apr 21, 2008 -
19 answers
Experiences with remote desktop software for help desk troubleshooting?
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posted by enfa
on Mar 5, 2008 -
14 answers
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
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.
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posted by Davaal
on Jun 9, 2007 -
13 answers
OSX SoftwareFilter: How can I fix what MySync did to my Mac mini, and find a new solution to keep my machines in sync?
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posted by SansPoint
on Oct 28, 2006 -
2 answers
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
What are some good technical questions to ask a potential candidate for a tech support position during the initial interview?
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posted by Cosine
on Jun 19, 2006 -
25 answers
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.
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posted by bingo
on Jul 2, 2005 -
15 answers
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
