I can’t take credit for this, but this afternoon I got the following email from our Helpdesk Manager:
1. Before you go to a desk, send the attached file with instructions for the user not to open it until a helpdesk technician is at their desk.
2. Go to the user’s desk, put your hands on your hips and tell the user to open the attached file.
I couldn’t help but laugh, and promise to put it online.
We frequently do business with a firm that prepares reports for us, stuff like environmental impact studies, etc. that they in turn make available to us for download from their website. Since the clients want us to send them a CD copy of the report, and since most of our users don’t have CD burners,…
You know, a lot was made of Vista’s security feature that would ask a user to approve something before it was allowed. I’m sure you’ve even all seen the Mac commercial parody of it. But it’s interesting that in my tests with using Ubuntu on my desktop, that’s where I see this same sort of…
One of the bigger adjustments from working tech support to working Litigation Support is the focus. When you’re doing help desk stuff, the focus is on finding a solution, and getting folks back to work. When you’re doing Litigation Support, especially when it’s involves case work, it is all about following the process, and ignoring…
I was reminded today of a fifth reason people get burned out doing tech support. Unrealistic expectations. For example, when your users have a problem with technology that isn’t something you support, but which they still expect you to take care of for them. In some cases that can be personal tech like an iPod…