HelpDeskNotes: Training & Development for the IT Service Desk Archives

Training & Development for the IT Service Desk Archives

Nov 4	Video: A Reality Check in Damage Control and Disaster Recovery Linda Marie November 4, 2007 Know More: Disaster Recovery Solutions and Tools, Help Desk Fundamentals, Process & Methodology, Training & Development for the IT Service Desk 2.0, Process & Methodology I have personally witnessed social engineering access attempts and hacks many times over the years. Your help desk agents have a wealth of sensitive data at their fingertips. In the wrong hands that information can make it easy for hackers... Posted at 11:47 PM \| Permalink \| Comments
Oct24	ITIL Training and Cerification - What you need to know Linda Marie October 24, 2007 Have you been thinking about getting your ITIL certification? What are the benefits? What will it take? How much does it cost? Should you take classes? Is it worth it? Where can you find free, quality study material? What are... Continue Reading Posted at 6:13 AM \| Permalink \| Comments
Oct 5	Funny Commercial Video: Computer Training Doesn't Get Much... Linda Marie October 5, 2007 Ahh! The glory life of teaching new users how to use a mouse. Here is a brief but humorous commercial in a classroom setting. And by the way, it wouldn't be complete with out a little "cup holder" mishap at... Continue Reading Posted at 4:40 AM \| Permalink \| Comments
Oct 4	Help Desk Software: Danware Offers Impressive Multi Remote Access Products Linda Marie October 4, 2007 Danware offers 8 different remote access packages that were designed to help you do everything from holding live courses remotely, allowing remote support, to monitoring security. The website includes a Demo Tour, and 30-day free trials are available. I am... Continue Reading Posted at 2:07 AM \| Permalink \| Comments
Sep12	Help Desk Management: Don’t be a Helpless Desk! 4 Tools Define the Difference. Linda Marie September 12, 2007 There’s a growing gap between Cutting Edge Help Desks and the Helpless Desks. Which side of the gap is your help desk on? Does your help desk use all the tools that equal success? Knowledge BaseThe Cutting Edge Help Desk... Continue Reading Posted at 8:41 PM \| Permalink \| Comments
Sep 9	Call Center Management Tips: How to Increase Call Volumes Linda Marie September 9, 2007 Some readers may be wondering, why in the world would you want to increase your help desk call volume? Don't you want to keep calls to a minimum? Doesn't fewer calls mean there are fewer problems? Well when you have... Continue Reading Posted at 9:35 PM \| Permalink \| Comments
	Influencer: The Power to Change Anything Help Desk Techs: Youth vs Experience Impress Your Boss! Write a Newsletter! Part 2 Obscure and Helpful Facts You May Not Know About the PING Tool Some Hidden Uses Within The WHOIS Tool Training: The First 5 Things Help Desk Analysts Need to Know Before Taking Calls $$$ How Much Money is Your CCNA Certification Worth? $$$ Impress Your Boss! Write a Newsletter! Part 1 Help Desk Metrics are Call Center Metrics KCS: Best Practices for Wikis and Knowledge Bases How to Make the ITIL Business Case

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