HelpDeskNotes: January 2007 Archives

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Jan31	Say Thank You, Not I'm Sorry Phil Gerbyshak January 31, 2007 Know More: Help Desk Culture 2.0, Help Desk Culture Scott Ginsberg recently published a great article that sums up handling problems on the Help Desk to a T: Sorry Service VS Thankful Service. Basically, Scott says if customers tell you there's a problem, instead of apologizing, thank them for bringing the issue to your attention. KMMAM Think about it: Thank you: "Thank you for letting me know that ticket hasn't been handled yet. I will get someone to take care of it right away." I'm Sorry: "I'm sorry we didn't get your ticket taken care of. We can have someone handle that right away." Sorry doesn't cut it, thank you grabs it. Thanks Scott for another great lesson! Posted at 8:50 PM \| Permalink \| Comments
Jan31	Help Desk Certifications: MCDST Phil Gerbyshak January 31, 2007 Thinking you want to get a certification that will make sense in your help desk career? Check out the MCDST (Microsoft Certified Desktop Support Technician). While no certification is perfect, the MCDSTS is a great option for all the... Continue Reading Posted at 7:26 PM \| Permalink \| Comments
Jan30	How to Make the ITIL Business Case Phil Gerbyshak January 30, 2007 Flickr'd by LuluP The ITIL Critic wrote an interesting article about making the case for ITIL: Make sure your business case... Takes away pain or fear. Deliver on key people's personal agendas. Radical transformation because she is new to... Continue Reading Posted at 7:21 PM \| Permalink \| Comments
	Interviews with Experts: Mike McBride (part 2) Phil Gerbyshak January 30, 2007 In Mike McBride: part 1, Mike shared who he was and what his favorite part of the Help Desk is, important things in getting to know a bit more about what makes Mike tick. When I read Mike's answers, I... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Jan29	Interviews with Experts: Mike McBride on Help Desk Notes (part 1) Phil Gerbyshak January 29, 2007 Now for an Expert Interview. In the first of what will be many conversations with experts, I start with Mike McBride, one of the first bloggers I encountered when I started writing 2 years ago. Mike has a great blog... Continue Reading Posted at 9:56 PM \| Permalink \| Comments
	Milwaukee Bloggers: Meetup Wednesday 01/31/2007 Phil Gerbyshak January 29, 2007 If you're in the Milwaukee area on January 31st, from 5-9 PM, come on down to Alterra on the Lake (click for location and for driving directions), and spend a few hours with me and a bunch of other Milwaukee... Continue Reading Posted at 6:02 AM \| Permalink \| Comments
Jan28	Interviewing for the Help Desk: Part 1 Phil Gerbyshak January 28, 2007 I just finished hiring a new help desk person for our team, and I thought I would share a few things I realized from interviewing. Not everyone has the same feeling about on time as I do - Several of... Continue Reading Posted at 7:51 PM \| Permalink \| Comments
Jan17	Mac Tech Support: New video from Apple Phil Gerbyshak January 17, 2007 Mac Ads - Click on the one called Tech Support While this ad is very funny about how to put a webcam on a PC, I don't think you can call what we have to do with Macs... Continue Reading Posted at 9:08 PM \| Permalink \| Comments
Jan14	2007 Goals: Customer Satisfaction Phil Gerbyshak January 14, 2007 Help Desks must have satisfied customers, or they will go be outsourced, downsized or changed. I've seen that happen time and again to many of my peers. So how do we satisfy customers, and how do we MEASURE customer service... Continue Reading Posted at 9:15 PM \| Permalink \| Comments
Jan10	Help Desk Software: First Look at Microsoft Service Desk CRM Phil Gerbyshak January 10, 2007 Techlog has a "first look" at Microsoft's service desk software, and it looks interesting to me. Clicking the link, you'll see just a sneak peak of what could be a great product that could compete with HP's OpenView and... Continue Reading Posted at 8:34 PM \| Permalink \| Comments
Jan 6	2007 Goals: Average Speed of Answer (ASA) Phil Gerbyshak January 6, 2007 Our next 2007 goal is for Average Speed of Answer (ASA), or how quickly your Help Desk can answer calls that come into your automatic call distribution (ACD) queue. If you don't have an ACD queue, you can still measure... Continue Reading Posted at 3:06 PM \| Permalink \| Comments
	Help Desk Humor: Internet Help Desk Phil Gerbyshak January 6, 2007 Life on the Help Desk is tough sometimes, so on this Friday, I encourage you to take a little break and enjoy this Dead Troll video about the Internet Help Desk. This video talks about how life on the Help... Continue Reading Posted at 9:52 AM \| Permalink \| Comments
Jan 4	2007 Goals: Service Level Agreements Phil Gerbyshak January 4, 2007 Setting goals for your Help Desk is one of the best ways to ensure you have a successful Help Desk. In this series, Phil Gerbyshak will be sharing the goals for his Help Desk in 2007. The first goal is about his team's Service Level Agreement (SLA) Compliance. Continue Reading Posted at 4:51 AM \| Permalink \| Comments
Jan 2	What are you aiming at for 2007? Phil Gerbyshak January 2, 2007 Now that 2007 is here, what goals are you aiming at? As I work them out, I'll be sharing my goals in the following areas:SLACustomer SatisfactionCall ScoringASA (average speed of answer)...and more!So if you want help with your goals, or... Continue Reading Posted at 7:05 PM \| Permalink \| Comments

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Jan31	Say Thank You, Not I'm Sorry Phil Gerbyshak January 31, 2007 Know More: Help Desk Culture 2.0, Help Desk Culture Scott Ginsberg recently published a great article that sums up handling problems on the Help Desk to a T: Sorry Service VS Thankful Service. Basically, Scott says if customers tell you there's a problem, instead of apologizing, thank them for bringing the issue to your attention. KMMAM Think about it: Thank you: "Thank you for letting me know that ticket hasn't been handled yet. I will get someone to take care of it right away." I'm Sorry: "I'm sorry we didn't get your ticket taken care of. We can have someone handle that right away." Sorry doesn't cut it, thank you grabs it. Thanks Scott for another great lesson! Posted at 8:50 PM \| Permalink \| Comments
Jan31	Help Desk Certifications: MCDST Phil Gerbyshak January 31, 2007 Thinking you want to get a certification that will make sense in your help desk career? Check out the MCDST (Microsoft Certified Desktop Support Technician). While no certification is perfect, the MCDSTS is a great option for all the... Continue Reading Posted at 7:26 PM \| Permalink \| Comments
Jan30	How to Make the ITIL Business Case Phil Gerbyshak January 30, 2007 Flickr'd by LuluP The ITIL Critic wrote an interesting article about making the case for ITIL: Make sure your business case... Takes away pain or fear. Deliver on key people's personal agendas. Radical transformation because she is new to... Continue Reading Posted at 7:21 PM \| Permalink \| Comments
	Interviews with Experts: Mike McBride (part 2) Phil Gerbyshak January 30, 2007 In Mike McBride: part 1, Mike shared who he was and what his favorite part of the Help Desk is, important things in getting to know a bit more about what makes Mike tick. When I read Mike's answers, I... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Jan29	Interviews with Experts: Mike McBride on Help Desk Notes (part 1) Phil Gerbyshak January 29, 2007 Now for an Expert Interview. In the first of what will be many conversations with experts, I start with Mike McBride, one of the first bloggers I encountered when I started writing 2 years ago. Mike has a great blog... Continue Reading Posted at 9:56 PM \| Permalink \| Comments
	Milwaukee Bloggers: Meetup Wednesday 01/31/2007 Phil Gerbyshak January 29, 2007 If you're in the Milwaukee area on January 31st, from 5-9 PM, come on down to Alterra on the Lake (click for location and for driving directions), and spend a few hours with me and a bunch of other Milwaukee... Continue Reading Posted at 6:02 AM \| Permalink \| Comments
Jan28	Interviewing for the Help Desk: Part 1 Phil Gerbyshak January 28, 2007 I just finished hiring a new help desk person for our team, and I thought I would share a few things I realized from interviewing. Not everyone has the same feeling about on time as I do - Several of... Continue Reading Posted at 7:51 PM \| Permalink \| Comments
Jan17	Mac Tech Support: New video from Apple Phil Gerbyshak January 17, 2007 Mac Ads - Click on the one called Tech Support While this ad is very funny about how to put a webcam on a PC, I don't think you can call what we have to do with Macs... Continue Reading Posted at 9:08 PM \| Permalink \| Comments
Jan14	2007 Goals: Customer Satisfaction Phil Gerbyshak January 14, 2007 Help Desks must have satisfied customers, or they will go be outsourced, downsized or changed. I've seen that happen time and again to many of my peers. So how do we satisfy customers, and how do we MEASURE customer service... Continue Reading Posted at 9:15 PM \| Permalink \| Comments
Jan10	Help Desk Software: First Look at Microsoft Service Desk CRM Phil Gerbyshak January 10, 2007 Techlog has a "first look" at Microsoft's service desk software, and it looks interesting to me. Clicking the link, you'll see just a sneak peak of what could be a great product that could compete with HP's OpenView and... Continue Reading Posted at 8:34 PM \| Permalink \| Comments
Jan 6	2007 Goals: Average Speed of Answer (ASA) Phil Gerbyshak January 6, 2007 Our next 2007 goal is for Average Speed of Answer (ASA), or how quickly your Help Desk can answer calls that come into your automatic call distribution (ACD) queue. If you don't have an ACD queue, you can still measure... Continue Reading Posted at 3:06 PM \| Permalink \| Comments
	Help Desk Humor: Internet Help Desk Phil Gerbyshak January 6, 2007 Life on the Help Desk is tough sometimes, so on this Friday, I encourage you to take a little break and enjoy this Dead Troll video about the Internet Help Desk. This video talks about how life on the Help... Continue Reading Posted at 9:52 AM \| Permalink \| Comments
Jan 4	2007 Goals: Service Level Agreements Phil Gerbyshak January 4, 2007 Setting goals for your Help Desk is one of the best ways to ensure you have a successful Help Desk. In this series, Phil Gerbyshak will be sharing the goals for his Help Desk in 2007. The first goal is about his team's Service Level Agreement (SLA) Compliance. Continue Reading Posted at 4:51 AM \| Permalink \| Comments
Jan 2	What are you aiming at for 2007? Phil Gerbyshak January 2, 2007 Now that 2007 is here, what goals are you aiming at? As I work them out, I'll be sharing my goals in the following areas:SLACustomer SatisfactionCall ScoringASA (average speed of answer)...and more!So if you want help with your goals, or... Continue Reading Posted at 7:05 PM \| Permalink \| Comments

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