The first five minutes of a ticket
Most tickets are won or lost before anyone opens a deep troubleshooting rabbit hole. The first five minutes should gather facts, not prove cleverness.
Recent Posts
Schelertech is back
After a long pause, Schelertech is publishing again.
Tracking End-User Requests
If a request is not tracked, it is easy for it to disappear, get duplicated, or get solved in a way nobody can find later. Good request tracking is less abou...
Automation
Automation is one of the highest-leverage tools for running a helpdesk and maintaining systems at scale. Microsoft makes a lot of that work approachable thro...
Take a break!
A reminder for support people as much as anyone else: recovery is part of the job. A quiet lunch and a little distance from the queue can make the afternoon ...