A taste of your own medicine is just what one may need at times. I say this with respect to the experience your clients go through with your services or products. Use your services, call your IT Service Desk (aka. Help Desk) and use your products in your daily life as that will clearly show you what your customers are …
Remove obstacles and focus on solutions
Remove excuses and eliminate obstacles for others to be successful. This is a very simple view of what leaders must do and in particular what IT teams must do. Technology needs to empower people and provide solutions, not be in the way of people achieving their goals and being successful.
Why you should have a University Service Desk
All of your operations begin or culminate with customer service. The point of contact, and interaction between you and your clients or customers is where the magic happens and it is one of the most important aspects of every business. With this in mind, you should create a single point of contact for all IT services and in due time …
How to staff your team during training
Providing training to your team is essential in order to continue improving the quality of services you offer as well as to enhance career development opportunities. However, when training takes place, it is important not to neglect services you currently provide. The actual staffing process depends on the size of your team, services you provide and training opportunities and schedule. …
Client experience is the starting point
Client experience is the starting point of all service offerings. When designing services to support your organization it is essential to start with the experience of your users (both internal and external) in mind. Once you are aware how your services impact the lives or responsibilities of others that’s when you reverse engineer the process to make sure proper people …
Be honest with your service providers
Please be honest with your service providers. No matter what happened to a particular piece of equipment or a product we need to have as many facts as possible up front in order to provide adequate services and support. There’s no reason to be ashamed or embarrassed as chances are that your story is not the worst we have heard …
1and1.com’s tech support rocks!
For the second time 1and1.com ‘s technical support has proven amazing. They have been hosting several of my websites for years now and while I’ve been lucky enough not to have any technical issues, last night around midnight EST I had to contact them for assistance. Last night, I called about an issue with php version while modifying a plugin …
How reliable and responsive is your local IT team
Most technology services used at work, school, or home are looked at by users as commodity services, similar to water and electricity, they are simply expected to be available and work properly. When it comes to network; access to websites, chat services, e-mail (from both computers and smartphones – iPhone, Android, Windows based phones…) along with many other services are …
Optimum Online phishing attempt
Here’s another phishing attempt that got into one of my e-mail accounts, this time undetected by several anti-spam mechanisms in place. It’s an easy phishing scam to detect by a trained (or even a bit more detailed oriented) eye, but considering that it didn’t get tagged as spam it could make some users fall for it and therefore share their …
Know what your project needs
Recently I came across several project proposals where I was asked to evaluate technical components (hardware, software and staffing needs) and found a few items worth sharing. Several items in these proposals weren’t adequately priced (difference from list and actual price on select items was as high as 60%). Furthermore, some hardware models have been discontinued years ago. While certain …