The Help Desk in the 21st Century

Where do you go if you have a problem with your satellite television or broadband service provider? Whom do you call if your have a problem with your computer's installation system or if your printer just died on you before a major presentation? Who is the one person who can quickly help you stop that whining noise and smoke that your lap top is generating right in the middle of the conference call you are having with your boss? If you are like me, the auto dial function on your telephone will have the number of your friendly global help desk! According to me, the help desk is the best invention of man in the twenty first century. The computer and all the electronic gadgets are over hyped. Technology changes much before it becomes affordable in the first place. And gadgets and gizmos are flooding the marketplace like never before. If there is anything at all that has remained consistent through all the tumult, it has been the ubiquitous help desk.

Its only over the last 10 years that the Help Desk, as we know it today, has become an important component in the corporation. Before that time corporations were not geared up to offer a streamlined customer service. Customers would have to struggle through detailed instruction unaided, or make numerous calls to the "Customer Service" Department.

The concept of the help desk started off as a service offering, provided by makers of new IT products and services to clients, who were still unfamiliar with the new age technology. But as users have gotten more savvy, the products and services too have become even more complex. Which makes the role of the help desk even more important. Take Windows itself. This simple operating system started off as Windows 1.0. It grew over the years to become Windows 3.0, Windows 3.1, Windows 95, 97, 2000 and now XP. Obviously, each new version has seen the features increase. And each passing year has seen more users start taking up desktop computing as a real option.

This has only meant more work for the people at the Microsoft help desk. As the versions increased and the features expanded, the conventional help desk too expanded to become much more than a mere service offering. Software products and services almost being on par made the quality of the after sales service a critical component in the competitive marketplace. And the help desk, being at the forefront of this arena, has had to adapt and evolve.

So, the typical help desk of today is staffed not just with people who can familiarize you with products and their features, but also specialist engineers and technicians who can troubleshoot your problems and provide you with the correct solution, often within the duration of a simple telephone call. And since the business demands skilled professionals who come with an innate understanding of technology, better prospects have emerged for IT professionals.

In fact, in keeping with the global outsourcing trend, most help desk jobs have moved to countries like India and China where there is no shortage of skilled manpower, and the quality of the professionals is assured. The beneficial cost structures have also contributed to this trend. For like I mentioned earlier, the products may evolve and newer versions may come up. But unless the help desk remains an integral part of the service offering, there will be no exponential increase of market share.

Russel Clark is a consultant specializing in implementing IT Help Desks in large corporates. You can view Russel's other work at WWW.W0RLD0F.COM

Could A Help Desk System Save Your Business?

When I recently downloaded my email, and there were 13,000+ messages that had made it past my filters, I knew that I had to do something. It's simply impossible to work through that many messages in less than a few days... which is what my team and I did. In the process, I'm sure that we deleted more than a few that we didn't really intend to.

Before working through that PILE, I realized that I needed a better solution immediately! After discussions with many advisors and close friends, I settled upon using a help desk. Now I force many contacts to go through that system rather than emailing me. I has reduced the sheer volume by about 90%.

In researching help desk options, I asked a lot of friends what they used. I also posted to several popular discussion boards. What I discovered was that there are many different excellent options. They range in price from free to very expensive. I delayed the decision on a final option, but implemented a temporary one that may turn into a permanent one. I simply had to give myself and my assistants some breathing room :-)

The advantages of setting up a help desk, and encouraging your customers to contact you through it, are countless. Let me share with you just a few:

1) It can completely eliminate the barrage of spam sent to random email addresses. Depending upon how you configure your help desk, you can allow customers to file a help ticket via email. However, it has to be sent to a very specific email address. So you could theoretically shut down all other email addresses on that domain.

Many web hosts allow you to delete or "black hole" all email not sent to legitimate addresses. This is a life saver. The host that I've set up numerous accounts with, and have my help ticket system set up on, allows this. Not only that, but this host is so gracious that I'm using 1000 meg of disk space and 120gig of monthly bandwidth and it's free. Actually it's not totally free. It's part of a monthly membership site that I belong to where members get unlimited free hosting.

I'm getting slightly sidetracked here, so if you want to know more about how I get unlimited free web hosting, check out: http://MassiveCashFromArticles.com.

2) A help ticket system can organize those numerous email dialogues that many of us have going at the same time. Often, I'll respond to 30 different people about consulting or various projects/ proposals that we are contemplating. A few hours or days later, some of them might respond. In the past, the problem was that the response was often something like "Yes, let's do option 2"... and they would have not included the body of the original message.

That use to drive me crazy - because I had to try to reconstruct what specific conversations they were responding to. Please don't YOU do that. If you're replying to someone, be sure to include at least enough of the original message to confirm what the conversation is about.

With the help desk, the system allow you to keep a running record of the conversation, all in one window on your computer screen. It's wonderful!

3) It allows enhanced teamwork. You can set it up so that "trouble tickets" are broken down into various categories. Then you can allow assistants access to certain assigned categories. That way, anyone on your team with the proper authority can take care of problems, questions, etc.

This also allows team members to see what transpired on a particular issue or help ticket. It provides a running record.

4) There is no hazard of communications being totally blocked by filters. Certain ISP's are notorious for blocking email. This is especially a problem if you send out email in any quantity... as in... if you publish an ezine.

I've had customers send me 8-10 emails on a problem or concern - and NONE of them get through. I've also received emails from certain customers and responded half a dozen times, but not have them receive any of the responses. I've sometimes had to phone to resolve such issues.

My trouble ticket system does send an email notice telling me and/or customers when a response has been posted to a given ticket number. So, there is still the danger of that notice not getting through. However, if it's a pressing issue, the person is more likely simply to log back in and check on a given ticket number.

5) I've found it at-least three times faster to log in and respond to trouble tickets than it is to deal with the same issue via email. It depends upon how cumbersome your trouble ticket system is, and what email client you use, but to me it just take a fraction of the time to coordinate issues. That makes a trouble ticket system a MAJOR productivity booster.

Those are just a few of the reasons that I absolutely LOVE my new trouble ticket system. I'm sure that once you start using one, you'll probably feel the same. If you?re drowning in a sea of email, it may very well save your business.

The system I'm using temporarily... and may turn into a permanent solution, is one that was pre-loaded into the Fantastico control panel on my hosting account. Installing it was just a matter of selecting that option, following on-screen prompts through a few steps ,and the basic trouble ticket system was ready. Then you can log in to your admin panel and customize things for your preferred options, look and feel, etc.

Your web hosting account probably comes with one or two trouble ticket systems already available to you as free options. If not, check out my host and save yourself some dough. They're called Content Desk, and they're at: http://MassiveCashFromArticles.com. This is a membership site designed to teach you how to grow your business through building high quality content sites. It's a great site, and the free hosting is just icing on the cake. Tell them Willie sent you ;-)

By the way if you need to contact me for any reason, the easiest way to do it is via my trouble ticket system at: http://WeddingFireSale.com/helpdesk/.

Willie Crawford serves as a consultant, mentor, and confidant to some of Internet marketing's top income earners. You can tap into his 9 years of online experience and million-dollar, success-creating advice at http://BlueprintToInternetMarketingSuccess.com

Help Desk: The Solution To All Your IT Nightmares

Technology such as the Help Desk covered in this article are rapidly changing our world in many ways and becoming more affordable for the average person. Its worth mentioning however that better technology is actually properly defined as simply a better way of doing something we already do with whatever process we have at hand. Rather than thinking of better technology in terms of computers, hi tech gadgets and such, for example anytime we find a way to get to work 5mins faster than before we have found a better technology to improve our lives in some respect.

Where do you go if you have a problem with your satellite television or broadband service provider? Whom do you call if your have a problem with your computer's installation system or if your printer just died on you before a major presentation? Who is the one person who can quickly help you stop that whining noise and smoke that your lap top is generating right in the middle of the conference call you are having with your boss? If you are like me, the auto dial function on your telephone will have the number of your friendly global help desk!

According to me, the help desk is the best invention of man in the twenty first century. The computer and all the electronic gadgets are over hyped. Technology changes much before it becomes affordable in the first place. And gadgets and gizmos are flooding the marketplace like never before. If there is anything at all that has remained consistent through all the tumult, it has been the ubiquitous help desk.

The concept of the help desk started off as a service offering, provided by makers of new IT products and services to clients, who were still unfamiliar with the new age technology. But as users have gotten more savvy, the products and services too have become even more complex. Which makes the role of the help desk even more important. Take Windows itself. This simple operating system started off as Windows 1.0. It grew over the years to become Windows 3.0, Windows 3.1, Windows 95, 97, 2000 and now XP. Obviously, each new version has seen the features increase. And each passing year has seen more users start taking up desktop computing as a real option.

**Running Commentary** - Its interesting to note at this point that the cost of paying for Help Desk support is going to range in price quite a bit and you really need to first identify your needs and wants and when you go shopping make sure you don't overspend for features you want but don't really need. As technology so quickly becomes obsolete 1. many of the features will become obsolete 2. later models will be cheaper if not superseded by a later model with newer features and 3. are you going to actually have time to read the whole manual and understand how all the features work ? (I know I never figure out all the features of any new gadget or gizmo I buy)

This has only meant more work for the people at the Microsoft help desk. As the versions increased and the features expanded, the conventional help desk too expanded to become much more than a mere service offering. Software products and services almost being on par made the quality of the after sales service a critical component in the competitive marketplace. And the help desk, being at the forefront of this arena, has had to adapt and evolve.

So, the typical help desk of today is staffed not just with people who can familiarize you with products and their features, but also specialist engineers and technicians who can troubleshoot your problems and provide you with the correct solution, often within the duration of a simple telephone call. And since the business demands skilled professionals who come with an innate understanding of technology, better prospects have emerged for IT professionals.

In fact, in keeping with the global outsourcing trend, most help desk jobs have moved to countries like India and China where there is no shortage of skilled manpower, and the quality of the professionals is assured. The beneficial cost structures have also contributed to this trend. For like I mentioned earlier, the products may evolve and newer versions may come up. But unless the help desk remains an integral part of the service offering, there will be no exponential increase of market share.

To wrap up our article about Help Desk I wish you luck in putting your new technology to use in your home/work life. In the last 20 years I have seen so many examples of new technology come and go I cant help feeling excited about what I'm going to see in the next 20 years. Although many people seem to feel a sense of foreboding about new things changing their lives in a negative way I must confess that I don't have this fear at all (at the ripe old age of 40 anyway). I understand that new and changing technology is not only inevitable but in fact is opening up more opportunities for us all than ever before in our history and we should only feel threatened if we choose to cling to the past and somehow expect the rest of the world around us to do the same.

Mr James has owned The Cartridge Specialists (Melbourne) since 2004 selling ink, toner, fax rolls etc & regularly writes articles about his industry

Microforge.net Enterprise Server - powerful network audit & management tool with helpdesk services

Innovative Enterprise Management and Helpdesk solution and Asset register for Auditor compliance

Microplus, the best of breed software distributor, announce the distribution of Microforge.net Enterprise Server 1.4, the latest release of the integrated Enterprise Systems Management and Helpdesk tools developed by Microforge.net. Use Enterprise Server's comprehensive, flexible and reliable modules to audit and manage LAN or WAN networks.

Microforge.net's Enterprise Server integrates five feature rich modules to create an enterprise management solution that empowers organisation efficiency, productivity and communications. Find and track network hardware and software, monitor changes to IT Assets, streamline helpdesk operations, resolve support requests and collaborate on tasks and projects with team members around the world.

ENT Inventory maintains comprehensive IT audits to guarantee licence legitimacy, monitor asset depreciation and accurately estimate the total cost of ownership. Scan entire networks for new, existing and missing machines, audit these machines for detailed hardware and software information and store it in ENT Server's IT Asset repository. ENT Inventory also provides manual entry fields to record non-Windows based machines, software contracts and other miscellaneous inventory items.

ENT Helpdesk manages internal and external support requests. ENT Helpdesk automatically assigns support requests an ID number, which is included in all communications to enable quick access to communications history and consistent quality of support. Help requests can be assigned to specific staff to ensure all enquiries are dealt with quickly and efficiently by knowledgeable personnel.

ENT Calendar keeps track of personal contacts, tasks/projects and manages appointments; as well as enabling team members around the world to collaborate, share information, contacts and tasks/projects as appropriate. ENT Administration enables network managers to customise ENT Server to meet their organisation's specific needs, manage user accounts, define security groups and configure access to each ENT Server Module on a per user basis.

The integrated ENT Report forge is a reporting application for accessing and designing ENT Server reports. ENT Report Forge allows network managers to define which reports each user can access and tailor them to meet particular needs. Microforge.net also provide an extensive reports library which can be downloaded from their website.

Microforge.net's Enterprise Server enterprise edition exclusively includes Network Monitor, an optional module for users with multiple networks. Network Monitor is installed onto each local network to collect hardware and software information, which it saves as an audit snapshot file, condenses and sends back to Enterprise Server to be stored in the ENT Inventory. This information is then available for network managers to detect faults and changes, generate reports or monitor assets.

About Microforge.net

Microforge.net Limited, first registered in 2000, is an Internet based software company committed to the development of quality products for IT professionals world wide. Microforge.net customers include small businesses, military organizations, government departments, universities, schools and Fortune 500 companies, from over 35 different countries. For further information about Microforge.net visit www.microforge.net.

About Microplus

Established in 1995, Microplus are leading providers of high quality IT consultancy services, web design and best-of-breed software distribution. Microplus deliver cost saving, real business solutions that significantly enhance productivity to small businesses, leading companies, government departments, local authorities, military organisations and charities in the UK and Ireland. For more information about any of Microplus' services please go to www.microplus.co.uk or call +44 (0) 1727 799670

For further information contact: Alison Hunter on: alisonh@microplus.co.uk or visit www.enterpriseserver.co.uk for images

The Best Help Desks On The Internet

If you are having a technical issue with your computer, and you need assistance, your best bet is to call your manufacturers technical support line. In most cases, technical support is part of the package when you first purchased your computer. If, for some reason, you are unable to use your computer manufacturers help desk services, here are a few free help desk sites on the Internet.


Tech Support Guy claims to be the #1 tech support site on the web and can be found at http://www.helponthe.net. Tech Support Guy help desk site offers free assistance to users of Microsoft Windows 95, 98, NT, ME, 2000, XP and Linux.

This site is free because it is run completely by volunteers and is paid for by donations. Donations are requested but not required to use this site. The way this site works is that first you must search the topic of you problem. If you can?t find it, then you can post your technical issue on one of Tech Support Guy?s forum pages where other users of the site will try and assist you.

One positive aspect of this site is that it has an extensive forum of questions from previous users so you will most likely receive the answer to your technical issue pretty quickly. One negative aspect of this site is that it is up to you to find the answer to your technical issue. There isn?t a customer service support representative to walk you through your technical issue at this help desk.


5 S tar Support technical services can be found on the web at http://www.5starsupport.com. This help desk provides support to users of Windows, Linux, Internet Explorer, Outlook Express, Netscape, Windows Messenger, AOL, Networking troubleshooting, Microsoft Office Products.

Simply enter your technical issue in a web form that will be emailed to several volunteer technical support representatives and then wait to receive your reply back. You may receive several replies from several different representatives and each solution may be different. You may email the representative back if you are unable to satisfactorily fix your technical issue.

For people who want a solution faster, there is a method available where you can phone a computer support specialist and they can talk you through a solution to your technical issue. There is a small fee for this service however and can be purchased in annual, monthly or per incident increments.

Another service the 5 star offers is free PC help tutorials on topics such as Clean Installation of Windows XP, Install a Home Network, Configuring a Network Card and Partition a Hard Drive.


Suggest A Fix can be found at http://www.suggestafix.com. This site also is run by volunteers but is a free service. It is forum based as well and you need to take the time to scroll through the posting to find something that matches your particular issue. However, in the toolbar virus information and tutorials are also available as quick options.

The best thing about the forums is that you will usually receive good quality answers to your technical or general computing questions. There are a few dedicated people that seem to field a majority of the questions, so depending on the time and day; your answers may vary greatly.

For the latest information about Help Desks visit: Help Desks - Information and Rersources

The Dark Side of Help Desk SLAs

The Dark Side of Help Desk SLAs

You just signed a Help Desk Service Level Agreement (SLA) and now think things will get easier. However, you may soon be falling into one of these traps:

1) COVERING THE TRUTH WITH METRICS

In some companies, those under the radar of SLA compliance may resort to doing the minimum instead of really solving the problem. This includes closing or reassigning customer tickets just to meet the ticket queue deadline. While a review of SLA monthly metrics may look like the help desk is meeting or exceeding metrics, in reality the quality of support had started a downward death spiral.

2) DOING ACTIVITIES JUST BECAUSE THEY ARE IN THE SLA

When creating the SLA, the customer/management may ask for services and reports because "they are nice to have" and they perceive them as free. However, once the SLA is in force, the help desk staff discover that the customer/management rarely read the reports or utilize these services. But the staff is forced to keep doing them because they are in the SLA.

3) IGNORING ACTIVITIES NOT IN THE SLA

Changes in current products, organizations, management, vendors, and users may require currently unsupported services to receive some level of support. Helpdesk staff are now faced trying to make both the SLA and non-SLA users happy. But picking the wrong choice may mean that you may be trading a happy today for a thousand unhappy tomorrows.

In conclusion, take the time to create a realistic SLA that both and your management/customer can live with -- today and tomorrow. Schedule monthly reviews to see if the real needs are being met.

Periodically sanity check the SLA and see which activities/reports should be dropped and which should in the short-term and mid-term. Good luck in your efforts!

Hallett German (hallett.german@alessea.com) is President of Alessea Consulting. is president of Alessea Consulting http://www.alessea.com specializing in Identity Management, Project Management, and Business Development

How to Deliver Technical Support That Delights the End User

"Technology, like art, is a soaring exercise of the human imagination.", according to sociologist Daniel Bell in his 1980 book, The Winding Passage. The art of what we do, as information technologists, lies in how we deliver creative solutions to workplace problems. The truth of the matter is that our jobs, in information systems and technology, are not really about technology at all. Our jobs, instead, are about solving workplace problems. Technology is merely the vehicle we use to accomplish our true objective. Increasingly, the help wanted ads in our industry require not only technical skills, but also skills in dealing with people. People are, after all, our customers. The old jokes about the I.T. guys commenting about how great their jobs would be if only it weren't for the end-users can no longer apply. The few I.T. people who still believe that are at risk of being outsourced out of a job, automated out of their jobs, or otherwise replaced in the modern workplace.

Are people skills becoming more important than technical skills in today's workplace? Absolutely not! Are people skills as important as technical skills in today's workplace? Quite possibly, depending on the job. For example, most of us are not overly concerned with an airline pilot's human skills, but we're very concerned with her skills as a pilot. The commercial pilot, however, who doesn't consider the comfort of his passengers in how he flies the plane may soon find himself flying freight instead of people. Even the freighter pilot who fails to practice good customer service skills with her employer and her employer's clients may soon find herself replaced by another pilot who values human relationships. There may always be a place for the rare individual whose extremely high level of technical competence makes him so valuable that his absence of human skills is overlooked, but don't count on that for your long term career growth. The reality is that, if people like you, they're a lot more forgiving of human error and when they don't like you, they look for ways to get rid of you.

What are the skills that can help you in today's workplace? You can break them down into five fundamental skill sets:

-Dependable and Reliable Service
-Responsiveness
-Competence
-Empathy
-Professionalism

Dependable and Reliable Service means providing reliable and accurate service - consistently accurate answers and follow-through on your promises. Your users should get the same courteous, pleasant and knowledgeable service every time they contact the Help Desk. In part two of this series, I'll show you practical tips to make sure your end-users say you provide dependable and reliable service.

Responsiveness is the willingness to respond to customer needs by answering their phone or email requests quickly, and being willing to do what it takes to respond effectively to a service request. In part three of this series, I'll show you how to prioritize requests to ensure that the most important requests get the fastest response while still servicing the lower priority requests.

Competence means providing correct, knowledgeable service, performed with accuracy and confidence. Technical competence goes without saying, but how can you maintain your technical competence even if your employer doesn't pay for training? In part four of this series, I'll share with you realistic techniques to use to demonstrate your competence and some practical tips on maintaining your competence on your own.

Empathy means providing caring and personal service. You can convey empathy when you listen for the hidden meaning in what a user is saying, acknowledge the emotion, and offer caring assistance. In part five of this series, you'll learn key phrases to use to demonstrate empathy and techniques for conveying your empathy to the upset end user.

Professionalism means that how you speak and act and the emails or other materials you send reflect a high level of training and expertise. This becomes the professional image that you project to your end users. In the sixth and final part of this series, you'll learn five powerful, yet simple techniques for conveying professionalism in your dealings with end-users.

Delighting your user is really easy most of the time. When you find ways to help your users be more productive and creative in their jobs, you'll find your job is more satisfying and more rewarding. As a support desk professional, you have tremendous opportunities for personal growth and you have daily opportunities to make a positive difference in people's lives. That's powerful!

Visit soundtraining.net to learn more about soundtraining.net's business skills training programs for IT professionals, plus accelerated technical training programs for IT professionals in the areas of Cisco, Microsoft, and Linux products. For a free copy of Don's article, "Ten Ways to Delight Your End-User", visit the soundtraining.net resource library.

Get the Most From Your Call to Technical Support

I have spent a lot of time taking help desk and technical support calls. I often wonder how much of my time is spent actually solving problems over the phone as opposed to dealing with all the other things that don't relate or hinder the troubleshooting process. I decided to make a simple little guide that everybody should follow when calling a support line or their help desk for their technical related problems.

1. Stop complaining and let me solve your issue
 

Us people that take support calls, we are problem solvers. We want to solve your problem and get you off the phone. Ok, so your issue has been happening for a while, and you've been dealing with other people in my department, I understand that. Can we please get to solving what you called for please? If I can just do that, there will be no reason to complain. I can understand some level of venting, but when it goes on forever it hinders our ability and desire to help you.

2. Follow our direction and do nothing else

Call, describe your problem and then let us take over. It's now time for us to direct you now. Click only where we tell you to click and type only when and where we tell you to type. Forget about the screens you were on before or other areas where there was a problem. Bouncing around and doing your own thing will only result in a longer call.

3. Don't say that you are a tech

If you are a computer tech yourself and you feel you are going to win points with the tech you are calling by saying "I'm a tech.", forget about it. Understand that 9 out of 10 people that claim they are "techs" aren't able to follow the simple direction they are provided. If you truly are a tech, you won't need to tell me, because I will know just by the way you follow direction. I also know you want to solve the issue now by trying your own things in the middle of what I'm trying to tell you, but please see #2. People that say they are technicians are the #1 violators of rule #2.

4. Have the error message written down

If there was an error message, please be sure you can recite it to the tech when you call. That way we can search for it in our knowledgebase or on the internet and come up with a quick solution. If you don't have the exact error message VERBATIM, it helps us very little. Don't just make up an error message that sounds similar to what you read.

5. Be in front of the computer when you call

It amazes me how many people call and think that a problem can be troubleshooted while they are on their morning drive miles away from their computer. This should be a no brainer, but I guess people feel they are somehow saving time instead of wasting mine.

6. I can't help you in getting compensation

If you want money back because your computer problems are making you suffer, I can't do anything about it. Seriously! I have no "pull" in that direction, nor do I care to. Take all that up with your salesman or our billing department. We are problem solvers. We solve the technical issue you are having and that is our only function.

7. No, we don't know it all

Some people expect all of the answers to their problems right now. They get frustrated when they don't get them right away. Please understand that things need to be researched and that may take time.We also may give information that is not true from time to time. Again, we don't know it all and we are human and may slip up from time to time. It doesn't mean we are stupid or have less knowledge than somebody else.

8. Before calling support, please try restarting your computer

I hate asking people to restart their computer, but sometimes I have to. Sometimes I don't even remember to ask until an hour into the call because this should be tried by the user before they even call. Computers malfunction and sometimes just need to be restarted. If that does the trick, then move on. By doing so you avoid wasting our time and your own.

9.Be sure you are calling the right people
 

Check to make sure the product you are using is supported by the people you are calling. If you bought a Dell computer loaded Adobe software on it, Dell is not going to help you with it. They know nothing about it. Call Adobe.

Most tech's really want to help you out, although there are a few that have a bit of attitude. In that case, ask for a manager, or just hang up and call again to get somebody else. In most cases though, you can simply follow these guidelines and you will be ensured your problem gets solved as quick as possible.

This article is featured at Technipages where you can find articles and downloads related to anything technical. Submit your own technical article or post a message at the Computer Help Forum to obtain free computer help

The Benefits Of Using A Technical Support Specialist

If you are new to the world of computers and need some help with setting up, troubleshooting pc problems, internet set-up or network set-up, you should be able to get some help from your chosen ISP (Internet Service Provider) service, or you can get dedicated technical support from specialist companies that offer expert advice and problem solving at affordable prices.

The main benefit of using a technical support specialist over your chosen ISP is that the service you will receive from technical support company will be swift and efficient. Some good ISP companies are large and have a large data base of clients to serve, in most cases they cannot send out someone to assist or problem solve, whereas a technical support specialist company specializes in that particular field, where customer assistance and technical support are a priority.

A good technical support company will be able to supply a technical support specialist team or individual to assist and troubleshoot your internet or technical problem. With a technical support company you will receive personal customer care and specialist technical experience over the phone, internet or face-to-face. These expert companies usually have a team of highly skilled technical professionals who are able to troubleshoot and problem-solve any technically related issue.

A professional technical support company will be able to provide ongoing services to their clients such as a regular health check, to ensure optimum working efficiency. These services can include virus scanning, removal, corrupt file cleaning, optimization, and experienced advice on all related issues.

With technical support companies, clients can experience fast delivery and service periods, along with saving money and time with internet connection. Find a good technical support specialist from the internet, viewing client testimonials and industry experience of your chosen technical support company. For fast, efficient internet and pc set-up, get a top technical support company to provide you with expert services.

So, if you are experiencing bad service from your current ISP, or they don’t offer the services you need, get in touch with a technical support specialist company and experience fast, efficient service along with expert, experienced IT knowledge. Don’t get left in the dark, get reliable and expert technical support for your home or office from an expert in the field, a technical support specialist company.

Dylan wrote this article for the online marketers at dt3 (blog)

An Internet Web Site Hosting Provider with a Great Technical Support

There are some hosting providers that will promise you heaven and earth but as soon as you sign up with them, they just leave you to your fate. You should avoid any internet web site hosting provider that has this kind of service. So how do you make sure that you don’t fall into the trap of an internet web site hosting provider that offers a poor service? It’s very simple – just continue reading this article to find out.

Make sure that internet web site hosting provider has a technical support that functions 24/7 before you can decide to order for their services. You also have to make sure that an internet web site hosting provider has in-house workers that will be monitoring the servers not only on weekdays, but also on weekends and public holidays. This will give you confidence that the servers are being monitored and taken car of in case of any server outage.

Don’t believe any internet web site hosting provider that advertises 24/7 technical support until you test them. The fact is that the majority of these web hosting providers don’t have the kind of 24/7 technical support that is being advertised. You can test any internet web site hosting provider by simply sending an email at midnight. You can also further test the quality of an internet web site hosting provider by sending an email to them on a Saturday night or Sunday morning. If the response of an internet web site hosting provider is quick to pass all these tests, then it means that the said internet web site hosting provider’s technical support is great.

There is also one more thing – you have to make sure that the technical support team of an internet web site hosting provider is knowledgeable enough to respond and help you solve any of your problems related to hosting your website. Any internet web site hosting provider that has a functional technical support is competent enough to host your website.

Sam Ayodeji has helped countless individuals to choose the right web hosting services. If what you seek is an internet web site hosting provider that has a great technical support as discussed in this article, then you should look no further than this reliable internet web site hosting provider

Using A Technical Support Specialist

If you are setting up at home or in the office and think you need some help with pc troubleshooting, internet, network set up and more, you can use ISP (Internet Service Providers) and similar retailers, or you can use find companies dedicated to affordable services at your home or place of work.

Most technical support companies have a specialist team which offers you a fresh approach to solving IT issues. With these companies generally you get greater and more personal problem solving and technical support than you would receive from ISP’s, as ISP’s can be large companies with many clients to provide customer service to.

If you choose to use the services of a technical support company to help you set up or trouble shoot any technical related issue, generally you will find that these skilled specialists can cope and manage with almost any technical issue. Upon choosing your technical support company, you should be able to present any problem to these skilled technicians, and the problem will be solved.

Most good technical support companies will be able to provide a regular health check, to ensure your PC’s longevity and working functions, this can include virus scanning and removal, valet, checking and cleaning corrupt file scanning and optimization, advice on internet security and parental controls, virus software updates and detection and removal of ad ware and spy ware.

Technical support companies can save you time, money and hassles when getting connected to the internet, most services can provide quick and safe service and the benefit of dealing with just one skilled specialist. Most good technical support companies can also provide setup router or modem, security setup, web browsing, an ISP speed test, PC setup and more. It is advisable that you research and compare your chosen technical support company to other services provided by similar companies. Get specialist technical support and great customer services from reliable and reputable technical support companies.

If you need personalized technical support and trouble shooting and more, choose a skilled technical support company to take away all the hassles often faced with technical and PC issues. Get a technical support specialist which can provide you with a wide range of pc troubleshooting solutions which should be structured to incorporate a diverse range of pc related issues and setup, installation and upgrade needs. Choose a technical support specialist company to help you get on track with all your technical needs.

Dylan wrote this article for the online marketers at dt3 (blog)

My Web Host Promised Reliable Service and Technical Support, What Went Wrong?

You would think that, with the countless web hosting providers available, choosing the best would be a snap. Not so. It's hard to know who to trust with your business. After all, you've spent time and money developing a quality website that is sure to please your visitors. A miss-step, like choosing the wrong hosting company, could cost you money and your reputation. But do not fear. There are many good hosting providers. After you calculate the specifics, such as needed bandwidth, disk space allowance and price comparison, you're almost ready to sign with a hosting provider. The last and, maybe the first, key element is who will provide reliable customer service and the much needed technical support to meet your needs?

What is reliable hosting? Well, in a nutshell, a reliable host is a company that offers easily accessible customer service and always accessible technical support. It isn't good enough for a hosting provider to have "customer service" stated on their list of benefits. There are specific criteria that, when met, make for excellent and reliable customer service.

How responsive is their customer service staff?

Reliable customer service is easy to contact and available 24 hours a day. After all, your site is in a market where time stands still. If you're having problems with your site, you've having problems period. The Internet doesn't care if it's 2 am or 2 pm. Even if 24 hour phone support isn't available, there must be other means of contact. Through phone, email and support tickets, a reliable web host provider will offer 24 hours of customer service.

How large is their knowledge base?.

The ability to search through an index of common questions and answers may solve your problem without the need of contacting customer support. This will save you time and get your site working properly in record speed. The addition of an article base is an added bonus. You don't have to find a hosting company that offers a searchable article base, but if they do, it increases confidence that the company continues to provide quality and helpful information to their clients.

Great customer service is a must in your search for a reliable web host. But just as important is reliable technical service. Every hosting company you come across will promise great technical support. But what does this mean?

How easy is it to reach technical support?

Reliable technical support will start with easy access. If the means to reach technical support is somewhat muffled, run away! You will need technical support sooner or later, probably sooner and when you do you're going to want to reach someone A.S.A.P. There should be a toll-free number to contact technical support directly and a means to contact technical support 24 hours a day. The ability to contact "someone" 24 hours a day is not enough. In order to be considered reliable technical support they must be available 24 hours a day.

How do they protect you, the customer?

Does the web host provider continually take care of their own server? If they have technical support to watch out for themselves, they are in turn looking out for you. Because if your web host goes down, everyone goes down. Also look at how often they perform backups. The peace of mind you will have by knowing that your web site is protected and backed-up regularly by your hosting provider is invaluable.

These key elements will help your search for a reliable web hosting company and help alleviate your anxiety about "picking the right one." Along with the above pointers you may want to consider if you need any other support functions. Are you interested in web site management? Are you looking to have a professional design your site for a reasonable fee? If so, wouldn't it be nice to have all your needs met by one company? When one provider offers web site design solutions, reliable customer service and readily available technical support your problems are solved much sooner than if different companies handled each need separately. Remember your needs and you are certain to find a web hosting company that will fit you perfectly.

Flizard Technologies offers web hosting that you can count on. The most affordable web hosting service on the planet that comes with a sitebuilder and many more options.

Web Hosting Forums: The Best Technical Support Team Around

In the internet, virtually thousands of web hosting companies offer different attractive packages for the worldwide market. Because of this, searching for the best web-hosting provider can be overwhelming and confusing.

Although there are some websites that give reviews on certain web hosting providers, you can never be sure if the content of the reviews are unbiased or just another paid advertisement.

The best way to receive unbiased information about web hosting and the best providers around is to ask around different web hosting forums. Searching through web hosting forums not only gives you the best leads for hosting companies, but also gives you information, answers about technical issues and other concerns about web hosting.

Ask the Web Gurus in Web Hosting Forums

Imaging this scenario: You’re having trouble with your web hosting and the company that hosts your website is not available. An important client relies on your website to transact business and you have no idea how to fix the problem. Where do you go? What do you do?

Web hosting forums can be a great help. Since most members that post in web hosting forums are just like you, who have their own websites, you could relate to them easily and ask them questions.

When you experience a hosting problem, it is possible that someone else has experienced the same problem before. Web hosting forums allow webmasters to unite in one place and discuss issues about web hosting, applications, hosting features and other concerns about web hosting.

Web hosting forums will benefit both beginners and advanced webmasters because they share techniques, tested methods, marketing strategies and other information pertaining to the success of a website.

Not only can web hosting forums help you solve your problem and improve your website, it could also inform you about the latest products and news about information technology, the world wide web and new software to make your job easier.

Since members of a web hosting forum share the same goal of creating websites, improving business and providing quality websites on the internet, you can also meet many people that could help your website become successful. In addition, you could also look for other professionals who are interested in starting up their own web hosting service.

With web hosting forums, you can expect unbiased information, advice, troubleshooting and other important information about web hosting from different webmasters worldwide.

Hyun Kim is a freelance writer who writes about home audio and website related topics. He loves Branica.com since it offers quality web hosting as well has free website counters and has a nice video review of Seo Elite.

Technical Support Psychology - Dealing with Stress

Good people skills are essential.

Each job has its own level of stress, some more so than others. Providing technical support in the IT industry in particular can be extremely difficult because, as well as dealing with sometimes incredibly complex equipment, the engineer onsite must also try to pacify an irate CEO or business executive.

Don't get overwhelmed by the situation

In most companies, time is money and there could be anywhere between 2 and 2,000 people waiting for you, the engineer, to fix the problem. When faced with this kind of pressure it's very easy to be overwhelmed by the situation and go into a 'panic mode', trying various things at random, without any kind of definite plan. This is generally a very bad place to be, as more often than not, you'll make the problem worse and not better.

I have found that the best approach to this is to take a mental step back then a few deep breaths to try and calm your mind. It's going to be a tough day but it's only a few hours of your life so there's absolutely no point in getting too stressed out about it.

Do not confuse relaxing with not caring.

You still have a problem to solve with professionalism and expediency. Once you have control of yourself then you are ready to take care of your client.

Another situation that generates stress is that, during the course of troubleshooting a problem, you will run out of ideas. It's inevitable that at some point in your career this will happen to you. Again, the key here is not to panic or despair.

Go back over the facts and try to think 'outside the box'.

It's possible the solution to your problem is sitting right in front of you but you are simply too close to see it.

Try to get a second opinion if possible.

Sometimes a fresh pair of eyes on a problem is all it takes to resolve it. If this isn't possible then perhaps a sounding board will help - just someone to bounce ideas off to help get your mind back on track. They don't have to be technical or understand what you are talking about. In fact you can even talk to yourself (although I don't recommend this especially if there are other people around...). The main aim here is to get the situation completely clear in your head.

De-stress Your Client

It's quite common to receive a call for help some time after a problem has occurred (sometimes even months may have elapsed). Perhaps the client thought they could fix the problem themselves or maybe they thought the problem would just go away. Anyway, it hasn't, the client is in a panic and now it's YOUR job to fix it.

When faced with this situation your first priority is to calm down your client. Have no doubt that they'll be all over you on site, maybe trying to help or just trying to make you understand the urgency of their situation. Remember, they could be losing thousands of dollars an hour so make sure you respond appropriately. They will be stressed. If they want to know what you are doing, tell them.

Always speak to your clients at their technical level

If your client is a technician then talk technical, if not, then drop the 'jargon' as far as possible. Watch them as you are talking and make sure they're not phasing out. The blank look is a sure sign they don't understand what you are saying and have tuned out. It's very easy to fall into the habit of using technical jargon and acronyms that are completely obvious to people in the industry but mean absolutely nothing to your client. If they can't understand you, they'll just get more stressed.

Another thing you should be aware of is even if your client doesn't understand what you're talking about they may not say anything or ask any questions in fear of looking stupid. Make sure you're all on the same wavelength.

De-stress Yourself

In order for you to fault find effectively you'll require a degree of peace and quiet to be able to think clearly. If your client is panicking or there's too much going on around you try using the following strategies:

Reassure your client that their problem can and will be fixed as quickly as possible.

Speak calmly and firmly so they know you are in control of the situation.

LISTEN to what they have to say. This will also have a calming effect on them and show them you care.

Try to organise one point of contact so you're not constantly disturbed by various people popping their heads in to see how the repair is going.

Once you have your client under control you'll be able to get more useful information from them regarding the problem.

The whole point here is to try to create an environment which is as stress free as possible.

Paperbark Solutions, Robert Verstandig

Robert is a Senior Systems Engineer currently under contract with Curtin University in Perth, Western Australia. He has over 25 years of experience in the Avionics and IT industry and has supported a wide variety of technology. Robert is also the author of the book, Secrets of Troubleshooting Systems, which describes the ins and outs of fault diagnosis in complex systems.

Technical Support on Using Windows XP's System Restore Function

Recently, Microsoft has launched their Windows XP suite together with a function that should have been integrated already in its predecessors. Now, both Home and Professional versions boasts of the System Restore feature, a technical support tool proven to be useful in altering or reversing the damages made to your computer.

If you know how to use this feature of the operating system, you can have the option of going straight to the system settings before any kind of damage has been done to your computer. Another good thing about this is that you also have the chance to build a restore point and reverse the latest restorations made on your system. The recent restorations may have no significant or subsequent effect on the performance of the computer. Without prior knowledge on the matter, your computer system may experience frequent crashes or contain more unusable files, thereby having your computer in a bad, if not worse, shape. However, if you have the System Restore feature on your Windows XP, there is no need to panic and you can rest with the knowledge that your restore points would be made automatically. The better thing is, you can also customize the restore points on the System Restore function for the flexibility you need from your computer system.

The System Restore function of the Windows XP operating system can actually be found on the Start Menu tab. Navigate on the Programs tab within the Start Menu, then click on the Accessories tab located within it. This action would lead to the appearance of another pop-up. From the menu of the pop-up box, choose the System Tools option. A new pop-up menu selection would appear, containing the System Restore control. Clicking on the System Restore directs you to one dialogue box, which in turn contains a document-styled interface located inside an Explorer window. If you are a newbie in need of computer help and would like to know how to go about the System Restore settings of Windows XP, the aforementioned steps should be simple and easy enough for you to follow.

In this window, there are three options for you to choose from. The first option is to functionally restore the computer system to an earlier time. This option is labeled with maximum readability in mind. The second option on the radio button selection is the function to "Create a Restore Point" and it is labeled just so for maximum usability. The last option on the radio button selection is the "Undo" your last restoration feature. This particular feature is very helpful if you have restored your computer system to an earlier time without any changes being made unto it or if you have a restoration that has worsened your computer system's state.

The System Properties dialogue box has a menu tab labeled System Restore. On this tab are the features for customizing the System Restore settings of each drive. This tab provides you with a list of all the disk drives or disk partitions, that you have on your computer. If you want to monitor all the drives and access the System Restore function in the future, you could go to the default setting of the operating system. It is important to be wary of the system partition because this is the disk partition where the Windows XP is installed. Disabling the monitoring feature on this area subsequently disables the System Restore feature of the operating system. This is not advisable to do so, for the System Restore function of your Windows XP Operating System is very useful in times of viral infections and the like.

You should turn off the System Restore monitoring feature on all disk partitions except on the system drive. This step would bring about the reversal of your entire computer system, excluding the disk partitions. This means that even though there have been changes made to these partitions on the computer, switching off the System Restore of the operating system would not reverse the changes.

Carefully select all your important files on your system partition. Copy them and put all these files in a single folder on another disk drive. From this time on, you should save all your important documents and other equally important files the selected disk drive. This would prevent any document corruption or other file losses after restorations have been made on your computer system.

If this is your first time to access the System Restore function of Windows XP, it is highly advisable for you to create a restore point when your computer is in A1 condition. Just follow the procedures as explained above, and check on the "Create a Restore Point" radio button. Click the Next button to resume. This step would lead you to a new web document styled Explorer window. This window has a text box where you can label the restore point you have chosen to create. Labeling your chosen restore point with something that you can easily remember is highly advisable. After doing so, click on the Next button again. This would take you to the confirmation window, which tells whether your System Restore point creation has been successful or not.

Armed with a restore point that you yourself have created, your computer system is now safe from most, if not all, malware infections and harmful changes that are typical when installing programs. Just remember to regularly create restore points when your computer has new programs and updates installed on it and when the machine itself is still in tiptop condition. If ever your computer system encounters and experiences any malware infection, regular system crashes or speed and performance deterioration, all you have to do is restore the computer to the most recent restore point you have created.

Regularly deleting past restoration points should also be done so as to save precious disk space on your system partition. This could be done by accessing the Disk Cleanup function of your system partition. Go back to your desktop and double click the My Computer icon. This would open an Explorer window, which displays the disk drives and other removable data storage devices on your computer. Right click on your system partition, which is usually a C: or the C drive, and click on the Properties option. Click on the Disk Cleanup button on the Properties tab of your system partition. This would provide you with a new pop-up dialogue box. Click the More Options tab, and select the System Restore Cleanup button. Follow the instructions on the succeeding pop-up dialogue boxes. After doing so, your computer system is now clean from the past restore points that both you and your Windows XP operating system have created on your system partition. You are now left with the most recent restore point you have created, the only computer help function you need to reverse harmful changes that might have an affect on your computer system.

Also remember not to change your computer system's date and time settings before accessing the most recent restore point you have created. Make sure that before establishing a new restore point using the System Restore feature of the operating system, the time and date settings have already been adjusted. Altering these settings in your computer after accessing the most recent restore point you have created would confuse the system and not give you an actual list of the most recent restoration points made.

For more of these highly reliable tips and tricks regarding technical support and computer help, check out this credible website, http://www.pcnineoneone.com

LIFE is a Partnership - Technical Support

How many team members does it take to…? How would you complete this sentence? Recently, I was surprised how I finished this thought.

I added a new creative partnership to my portfolio. It entails working with website and graphic programs publishing and designing. The business that I newly represent had given me all the information to connect to their website. I was ready to begin making the changes. I only had to connect to the website to download the site files. I predicted that it would only take the usual few minutes.

To my amazement, I was wrong. For 3 days, I tried everything to connect to the website but to no avail. I changed from being passive FTP to not being passive. I re-entered the password. I tried 3 other FTP programs. I called some of my colleagues to ask for some ideas and tried them. I went to Google to troubleshoot the connection as well as to Dreamweaver. I tried everything that the search results asked me to do. But nothing seemed to work.

Finally, after exhausting every other possibility, I decided to give my technical support a call just in case my local internet connection settings were not right for the work that I was trying to do. I figured that I had nothing to lose.

During the phone call, I explained my situation - that there did not seem to be anything wrong with the remote information I was entering for the website but that I was just not able to connect. After looking into the difficulty, they called me back to let me know that indeed my settings needed to be reconfigured so that I had a static IP address. Right on the spot, we went into the settings on my router and it immediately worked just fine.

So to complete the sentence…How many team members does it take to design and edit a website? At least 3. It not only takes the designer and a business owner to provide the website work for the designer, it takes a reliable and supportive internet connection provider.

Biography of Wanda Reinholdt

Wanda is a forward-thinking pioneer in the arts and in business, desiring to bring them together in effective self-sustaining partnerships.

For the past 6 years, Wanda has directed numerous semi-professional and community theatre productions. She also founded Reinholdt Productions, a theatrical production company specializing in the systemic design of projects. By using her experience, along with her BA’s in theatre and music, she brings to her company a combination of directing, teaching, writing, and problem solving skills. Wanda’s abilities are best used in a community where partnerships of theatre and music are formed, particularly through producing and directing.

In addition, Wanda has developed her skills in business partnerships in the form of administrative and strategic relationships, mentoring opportunities and leadership and personal development coaching. These skills act as a magnet attracting resources that enable her clients to contribute with strength to their world.

Technical Support Schools Open Doors for Computer Experts

Technical Support Schools, colleges, and universities prepare students for careers in technical support of various kinds for assisting clients in solving electronic and computer hardware and software problems. Technical support requires extensive knowledge of computer operations and functions, as well as well-honed communication and management skills.

Students preparing for careers in technical support will study mathematics and sciences; computer languages, programming, analysis, and maintenance; databases, and web development; networking and network installation, administration, and maintenance; English composition, speech, and skills for technical, professional, and interpersonal communications; principles of management, financial accounting, and support center procedures and practices; as well as other computer-specific subjects. Requirements for degrees in technical support will also include studies in humanities, social sciences, and other subjects specified by particular degree programs.

Graduates of technical support university and college programs of study will be proficient in analysis, critical thinking, and problem solving; core principles and theories of information technology; development and deployment of information and technology solutions; networks, configurations, and software management; communications and customer relations, and more.

Career opportunities in technical support depend on the interest and preparation of the student, and the degree of technical support specialization. An associate degree in the field of technical support will allow pursuit of positions as network specialists, managers, technicians, and administrators; help desk technicians, technical support representatives, customer support professionals, and PC support specialists. Web design and development, data management, database administration, programming, and other related positions may also be open to those with associate degrees in technical support.

Satisfaction of bachelor and master degree programs in technical support will allow for specializations and concentrations in subjects of choice, and will offer additional employment opportunities. Master and doctorate degrees in technical support open doors for positions as educators.

Depending on the level of education and expertise, technical support staff incomes range from $25,000 to $70,000; technical support administration and advanced degrees will earn an additional $20,000 to $30,000.

If you are interested in learning more about Technical Support Schools, colleges, and universities, please search our site for more in-depth information and resources.

DISCLAIMER: Above is a GENERAL OVERVIEW and may or may not reflect specific practices, courses and/or services associated with ANY ONE particular school(s) that is or is not advertised on SchoolsGalore.com.

Michael Bustamante is a staff writer for Media Positive Communications, Inc. in association with SchoolsGalore.com. Find Technical Support Schools at SchoolsGalore.com; meeting your needs as your educational resource to locate schools.

Technical Support Online

Online Technical Support Schools, colleges, and universities offer courses of study through online sources that allow students to earn their degree at home, studying on their own time at their own pace. Support and interaction between student and professor can be managed completely through online sources. Online Technical Support university and college courses are available twenty-four hours a day. Some Online Technical Support Schools also provide for student interaction with one another through online sources as well, which enhances the learning process.

Students in Online technical support School programs are required to have appropriate software and browsers on their personal computers for receiving courses and submitting assignments. Successful Online Technical Support degree students will have an reasonable level of computer literacy and be able to pace themselves through courses of study. Skills necessary to begin the Online Technical Support degree program will encompass general applications, file management, text processing, data and spreadsheet management, electronic mail system management, graphics, and knowledge of browsers.

Along with other subjects, students in Technical Support universities and colleges should expect to study programming, software applications, networking technologies, operating systems, technical writing, design and management, database management, and information systems design. Technical Support technician study requires some hands-on experience in computer applications.

Well-trained and experienced Technical Support personnel are essential to keeping computer systems running smoothly. Technical Support technicians solve software and hardware problems; set up and maintain websites, networks, and personal computers; write technological and educational materials; and see to keeping the Internet functions running properly.

Technical Support career professionals in call centers and help desks troubleshoot for customers with software and operating system problems. Further studies in Technical Support can provide additional technical and engineering skills that allow success in positions as online bulletin board operators and call center management. These positions generally require a bachelor degree in Information Technology, as well as continually educating oneself to keep abreast of evolving Technical Support issues and developing technologies.

Technical Support jobs are among the fastest growing positions in the field of technology. Appropriate skills almost guarantee a position, and the pay is good.

If you are interested in learning more about Online Technical Support Schools, search our site for more in-depth information and resources.

M. Bustamante is a staff writer for Media Positive Communications, Inc. in association with SchoolsGalore.com. Find Technical Support Online at SchoolsGalore.com; meeting your needs as your educational resource to locate schools

Dealing with Technical Support - 10 Useful Tips

Most people who work in an office environment, buy computer products, or have a computer at home have had the “fun” experience of dealing with technical support. It’s not always the easiest, or most pleasant, experience but hopefully this article will help you make the best of the situation the next time you call. Below you will find a list of things to keep in mind the next time your computer breaks down.

1.Stay calm – Don’t yell at the support person on the other end of the phone. He is there only to help and the more angry you are the less help you are going to get.

2.Get to the point – Ask your question or explain your situation right away. Don't beat around the bush.

3.Don’t be arrogant – You are calling technical support because you need help. Don’t try and be a smart guy.

4.Call for yourself – Don’t call for a friend, relative, or coworker. It’s very difficult, for the person trying to help you, when you are repeating information that you got from someone else.

5.Stay at the computer – Make sure you are at the computer with the problem when you call. It’s hard for someone to help you through a problem if don’t have access to the computer.

6.Record the error – If you are calling about an error you saw, make sure you write it down. It’s hard for someone to help you if all you can say is “There was a box on my screen that had writing in it”.

7.Find out how many people are affected – The priority of your call can be greatly influenced by the amount of people it is affecting. If the problem is affecting a number of people it will probably be escalated to a higher level.

8.Be patient – By default, technical support usually has certain questions they are required to ask. These are not meant to make you angry, they help in the process of solving your problem.

9.Know what kind of support is offered – Ask around the office before calling to see what kind of support is offered. Not all technical support centers offer “How to” help. If your support group does not offer this type of support you may have to get a coworker to help.

10.*The Golden Rule*: Technical support is trying to help - The reason you called, in the first place, is because you needed help with something. Try not to make it difficult for the person on the other end to help you.

These tips aren’t just some random bunch of words I have put together. I am one of the people you get on the phone when you call technical support. I have been working in a Help Desk environment for almost two years and have heard almost every excuse, lie, and problem you can imagine. For me, it makes things much easier if the caller follows these simple rules. Technical support is made up of people too. Try and treat them as you would want to be treated and I guarantee your next experience will be much better.

Dennis d'Entremont is the operator of SaveLoad Video Game Directory and Computers-Made-Easy.com

Website Hosting Technical Support - Common Misconceptions

Tech support is there to help, right? The reality is, it depends. Learn some common misconceptions about tech support's responsibilities.

You've just gotten a new website hosting account. You're excited to begin your journey onto the web. You're a novice to all this "web stuff", but you're confident and brimming with enthusiasm. Into it you plunge, opening the design program your friend suggested and trying to create some pages. There's a problem, though, and you can't make the program work, and you're not actually building any pages. Well, time to call technical support at your brand new hosting company, right?

Your hosting is providing you the space on its servers to put this information, so shouldn't they be responsible for making sure you can actually make a website?

This is going to sound disappointing, but the answer to that question is 'no'. Your hosting company is providing you space and transfer for a website, but the responsibility for populating that space is your's and your's alone. What is uploaded to the account and how it is uploaded is the responsibility of the client. The role of technical support at any hosting company is the diagnosis and repair of problems with a site relating to the server on which it is hosted. This article will cover the 2 most common "Tech Support Don'ts," training and content update, and offer alternate solutions to the "problems."

Content Update

Many novices enter website hosting with the idea that a hosting company's technical support is not only a troubleshooting organization, but a teaching and maintenance organization as well. These impressions are due mostly to a misunderstanding of what constitutes "technical support" problems. Customers may classify a need to update a web page with new information as a "problem", and perhaps, to them, it is, but it is not a problem for which technical support at your hosting company is responsible.

If you need someone to update your website on a regular or even intermittent basis, then you have 2 basic options. The first, and most economical, is simply to find an editing program with which are you are comfortable, learn it, and use it make your own updates. The program you need will vary according to the kind of site you wish to build or maintain. Many hosting companies even provide online "site builder" solutions that can be accessed right through your browser without the need to install separate program.

Alternately, if you lack the time or skills to update a site, consider hiring a outside web design services firm to perform your needed updates. Prices vary wildly, but you will probably be able to find a great number of resources in your local area, and beyond, by doing a search at your favorite search engine. Most web designers are generally knowledgeable, and, with information you provide, can update your site even if they themselves did not initially design it.

Training

Hosting and maintaining a website requires some basic knowledge. It isn't just another bill you'll pay monthly, like electric and water. It requires a knowledge both of the programs you'll use to create the site and of the programs you'll use to maintain and upload it. When someone arrives to hosting without this general, basic knowledge, they may find themselves lost and believe the only recourse is to call a hosting company's technical support for what amounts to free training.

Training on software, even commonplace software, is something many people pay a great deal of money to colleges and other professional organizations to obtain. Expecting this kind of service for what equates to a monthly hosting fee is, on reflection, a little unreasonable. In virtually every case, there will be resources associated with the programs you're using to provide answers and rudimentary training. Answers to more general questions, beyond those specific to a single program, may be found in a variety of places. Most hosting companies can provide an entry level training in website hosting through online resources, like manuals, knowledgebase, or even advanced video tutorials. Always check for these kinds of resources before immediately picking up the phone to ask your question of technical support.

Mr. Lester has served for 4 years as the webmaster for ApolloHosting.com and previously worked in the IT industry an additional 5 years, acquiring knowledge of hosting, design, and search engine optimization. Apollo Hosting provides website hosting, ecommerce hosting, vps hosting, and web design services to a wide range of customers.

Established in 1999, Apollo prides itself on the highest levels of customer support.

 These articles are provided for general interest and content purposes only, and should not be construed as "support" materials. Apollo Hosting does not guarantee the information contained within. All articles are free to reprint so long as they remain unchanged, the "About the Author" section remains, all hyperlinks are preserved, and the rel="nofollow" tag is not added to the hyperlinks.

How to Get Better Technical Support

Whenever you have a technical question that needs answering, you want that answer as fast as possible, right? In the instantaneous world of the internet, patience has become a rare commodity, and the time you spend unable to send or receive email or waiting for your website to come back online can mean lost revenue. If you want to get a timely response from your support technician, there are things you can do as a customer to speed up the process:

 

1. Define the problem as accurately as possible

   The more detail you can provide, the more quickly the technician can identify the source of the problem and correct it. Try to determine the following information if possible:

   • What were you doing when the error occurred?
   • What program were you operating that produced the error?

     Note the version of the program and the operating system that you are running on your computer.

   • If there is a specific error message, what does it say? Be prepared to give this information to the technician by phone, email or fax.
   • What are the steps you take to reproduce the error?
   • What time did you first notice the error?
   • Did the error occur only once, consistently over a period of time, or only when you do a certain thing?
   • Can you reproduce the error on a separate computer?

    

2. Know the priority status of your request

   Support technicians get many requests during the course of the day, often at the same time, with varying levels of urgency, and these requests take time to resolve. If a request cannot be resolved immediately, then it will be assigned an appropriate priority level based on the type of problem to be resolved as soon as possible.

   • Outages - Always top priority. If your website or email is down, any good technician should drop all other projects until this is resolved.
   • breakages - If a critical part of your website becomes inoperable due to a server error, such as a database for a shopping cart, this should always be addressed with high priority.
   • Time Sensitive Operations - If you need something to be done within a certain time frame, such as enabling or disabling a feature of your account, then you should make this clear to the technician. The operation should be performed within the prescribed time frame as long as a higher priority issue does not arise.
   • Ongoing Problems - If a particular problem continues to occur for an extended period of time, its priority should be raised as necessary the longer the problem goes on.
   • Non-Critical Operations - If your request does not adversely affect the function of your services or contain a time-sensitive element, it will receive the lowest priority, but it still should be handled as soon as reasonably possible.
3. Allow an appropriate response time

   As stated previously, most technicians have more than one problem to handle at once, so once you have an idea of the priority level of your request, allow a reasonable amount of time for it to be resolved. Server errors should be resolved within hours to same day, depending on the circumstances. Lower priority items which can be quickly resolved should usually be handled by the next day. If a request will require several hours of work to resolve, expect it to take longer. A technician's job is to be constantly interrupted all day, so such requests will usually be saved until time permits or passed off to another available person to be completed. Understand that any completion time estimate given to you is assuming the absence of any higher priority requests intervening in the process.

   Most types of technical support requests should be answered with an acknowledgement of completion. If you do not receive one or are unable to determine on your own that your issue has been resolved within a reasonable amount of time, then you should contact the technician again to inquire about the status of your request.

    

4. Be a pest if you have to, but be courteous

   If your request is taking an unreasonable amount of time to be resolved, then there is some truth to the old adage that "the squeaky wheel gets the grease." If the technician can give you a reasonable explanation for the extended time frame, such as resolving a higher priority issue, then try to give them an appropriate extension to resolve your request. If the explanation for the delay is unsatisfactory and the problem continues to go unresolved, you may need to ask for the assistance of another technician. You should be assertive because you are paying for your services, but do not be abusive. Technicians are human beings too, and not all of them are going to respond well to your unpleasant remarks. If the situation becomes bad enough that you truly believe your anger is warranted, ask to speak with somebody else, describe the unsatisfactory response you received, and request that your issue be handled with the highest priority possible. If this doesn't work, then it's time to consider switching service providers.

    

5. Know the technician's responsibilities

   A support technician at a hosting company is not necessarily responsible for every possible problem you can have on the internet. He is only responsible for resolving problems with the services that his company provides to you. If the company only provides web hosting and domain registration services, then they cannot be held responsible for problems caused by website design flaws, internet connection service outages, email addresses obtained through other providers, or office network problems. Most good technicians are willing to give you a limited amount of assistance with these types of problems anyway, but it should not be expected of them and you should know who else to call if the technician determines that the problem is not within his realm of control.

    

6. Don't be a hypochondriac

   You should learn to help yourself whenever possible, because it's almost always faster than asking somebody else for help. If you are constantly asking for the same password or asking the technician to perform the same task over and over again when you can learn to do it yourself, you are wasting the technician's time and preventing other people from being helped quickly and efficiently. Learn from your mistakes and try not to repeat them. If you are always making the same mistakes and asking somebody else to fix them, you will quickly find yourself at the bottom of anybody's priority list. If the technician explains to you how to do something, make sure that the procedure is recorded and stored where you can find it again. It's worth your extra time and his to do this if it saves you both time later on a repetitive task.

Although every case is unique, we believe that by following these guidelines you will consistently receive faster and friendlier assistance on most of your technical support requests.

Stacy Clifford is the founder of ChiliPepperWeb.net and has spent four years assisting customers in understanding how their web services work.

Tips For Getting Technical Support Help Online

Sometimes your PC will start acting strange for no apparent reason or a program which you use regularly will all of a sudden stop working as it should. This can be a frustrating experience especially if you have no idea where to go for help. If this happens to you, don't panic! Here are some simple tips which may turn your frown upside down.

1. Don't assume that your problem is unique. The chances are that someone else has had that problem and it has already been solved. Google is a great place for getting technical support help believe it or not. You may have to experiment with wording your problem and refining your search, but it's worth a try. For example my Outlook email client stopped showing me the 'Subject' field when I was composing new email. As a result all of my email was going out without a subject. After a bit of experimenting with wording the problem I found the answer by searching on the phrase "Outlook subject field missing". Someone in an online discussion group had the same problem and the answer was provided. When you find good discussions groups bookmark them for future use. I have a bookmark I call Technical Support Help and it's full of great web sites.

2. The Google trick is good for lots of software but you should always try the web site of the program's manufacturer as well. Sometimes your problem is really a bug and there may be a new release or work around available. Many software web sites have FAQs, discussion lists, and help desks available that provide free support. Sometimes there is a telephone number that you can call but you may have to pay for live help.

3. There are companies that offer free general help for simple questions and then charge a sliding scale for more complicated ones. Support Freaks (www.supportfreaks.com) is a good one to try. Even if you have to pay, the rates are reasonable. Click on the "Freebies" link, under the "Quick Links" menu to see if your question is eligible for free help.

4. There are probably any number of local PC support groups that meet in libraries and other locations near your home. Some of these groups are very specific in nature and some are general. Try searching Google for "PC Support Group" or "PC User group" and the name of your town. Also check with your local librarian and computer stores. They often know of these groups.

5. Speaking of computer stores, you can often pick the brains of the more knowledgeable salespeople if you are lucky enough to find any. Many times these employees love computers so much that they will act as your big brother or sister if you need some quick help. Sometimes they moonlight as consultants at a good rate.

This ought to be enough information to get you started on the road to solving your next PC or software problem. If you are having Internet connectivity problems then your ISP is the first place to start. If you can't get online at all, and you don't think you know their phone number, think again. I'll bet that it's printed on every bill that they send you. You'll also need your account number and you can bet that it's printed on the bill as well.

Remember -- When it comes to getting technical support help, the first rule is: Don't Panic!

 Cavyl Stewart. Discover 52 Ways To Do More With Software by signing up for my exclusive Free ecourse. Get tutorials, tips, reviews and recommendations you can use right now to help you achieve more, easier, and cheaper! 100% Original content. Visit: http://www.find-small-business-software.com/52ways.html.

Microsoft Great Plains Technical Support : Typical Questions and Answers

Technical support offered by MBS depends on the region. For North America (NA), support is available to both partners and customers who availed of the support plan. In Asia Pacific (AP), Europe, Middle East, and Africa (EMEA) though, support is only available to partners.

Unfortunately, not every customer in North America can avail of support from their vendor. Some who opted not to renew their annual enhancement plans are orphaned from their vendors and do not receive free upgrades. If they need immediate support, they can contact the MBS Support Team directly but they are charged a higher premium. In this case, it is best to get support from partners such as Alba Spectrum Technologies or the like instead of directly from MBS.

Below are some questions and answers that the MBS Support Team (Asia and EMEA) receive:

Q1. Will Microsoft Great Plains run on operating systems other than Microsoft Windows?

A1. Microsoft Great Plains was first developed to support both Microsoft and Mac operating systems. However, later versions of Great Plains do not support Mac specially when Microsoft acquired the company (Great Plains Software).

Q2. What database platforms are supported by Microsoft Great Plains?

A2. Version 8 and above of Microsoft Great Plains supports only SQL Server and MSDE. Versions lower than 8 support SQL Server, MSDE (version 7.5), Ctree (for Great Plains Standard), and Pervasive SQL (formerly Btrieve).

Q3. We are currently using a different ERP system but we’re interested in migrating to Great Plains (GP). Is this possible?

A3. This is very much possible depending on the ERP system being used. Migrations have been done from Peoplesoft to GP as well as JD Edwards to GP. If interested, we will conduct studies for possible migration between your ERP system to GP.

Q4. Is integration possible between Microsoft CRM and Microsoft Great Plains? A4. This is definitely possible but it will either rely heavily on MS Biztalk Server (if you follow the MS CRM to GP Integration document) or on Dexterity customizations.

Q5. Can Microsoft Great Plains be accessed via the internet using an internet browser?

A5. There are some eProducts for Great Plains which will allow the company to create an online store. However, this only pertains to the Sales Order Processing side of Great Plains. To access Great Plains remotely, you would need to have Citrix (http://www.citrix.com) installed. If you want to access Great Plains on the browser itself, you need to configure the web server component of Citrix into the web server that you’re going to use GP from.

Q6. What if I am having some problems with Great Plains or if I want to satisfy my curiosity on certain aspects of the ERP system without bothering my vendor?

A6. All Microsoft Great Plains customers have access to CustomerSource. This is an area in the MBS website specifically catered to MBS Customers. Here, you can search the extensive KnowledgeBase relating to any MBS products as well as download service packs and patches for your GP install.

Happy computing! If you’re interested on how Great Plains can help your business, don’t hesitate to contact us. 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com

Vincent is formerly a Technical Support Engineer for the MBS Asia Pacific, Middle East and Africa support team based in Manila, Philippines. Currently, he is a Great Plains specialist in Alba Spectrum Technologies (http://www.albaspectrum.com) – USA nationwide Great Plains, Microsoft CRM customization company, serving clients in Chicago, Houston, Atlanta, Phoenix, New York, Los Angeles, San Francisco, San Diego, Miami, New Orleans, Toronto, Montreal and having locations in multiple states and internationally.

Getting Technical Support Help Online

Sometimes your PC will start acting strange for no apparent reason or a program which you use regularly will all of a sudden stop working as it should. This can be a frustrating experience especially if you have no idea where to go for help. If this happens to you, don't panic! Here are some simple tips which may turn your frown upside down.

1. Don't assume that your problem is unique. The chances are that someone else has had that problem and it has already been solved. Google is a great place for getting technical support help believe it or not. You may have to experiment with wording your problem and refining your search, but it's worth a try. For example my Outlook email client stopped showing me the 'Subject' field when I was composing new email. As a result all of my email was going out without a subject. After a bit of experimenting with wording the problem I found the answer by searching on the phrase "Outlook subject field missing". Someone in an online discussion group had the same problem and the answer was provided. When you find good discussions groups bookmark them for future use. I have a bookmark I call Technical Support Help and it's full of great web sites.

2. The Google trick is good for lots of software but you should always try the web site of the program's manufacturer as well. Sometimes your problem is really a bug and there may be a new release or work around available. Many software web sites have FAQs, discussion lists, and help desks available that provide free support. Sometimes there is a telephone number that you can call but you may have to pay for live help.

3. There are companies that offer free general help for simple questions and then charge a sliding scale for more complicated ones. Support Freaks (www.supportfreaks.com) is a good one to try. Even if you have to pay, the rates are reasonable. Click on the "Freebies" link, under the "Quick Links" menu to see if your question is eligible for free help.

4. There are probably any number of local PC support groups that meet in libraries and other locations near your home. Some of these groups are very specific in nature and some are general. Try searching Google for "PC Support Group" or "PC User group" and the name of your town. Also check with your local librarian and computer stores. They often know of these groups.

5. Speaking of computer stores, you can often pick the brains of the more knowledgeable salespeople if you are lucky enough to find any. Many times these employees love computers so much that they will act as your big brother or sister if you need some quick help. Sometimes they moonlight as consultants at a good rate.

This ought to be enough information to get you started on the road to solving your next PC or software problem. If you are having Internet connectivity problems then your ISP is the first place to start. If you can't get online at all, and you don't think you know their phone number, think again. I'll bet that it's printed on every bill that they send you. You'll also need your account number and you can bet that it's printed on the bill as well.

Remember -- When it comes to getting technical support help, the first rule is: Don't Panic!

Cavyl Stewart. Discover 52 Ways To Do More With Software by signing up for my exclusive Free ecourse. Get resources, tips, reviews and recommendations you can use right now to help you achieve more, easier, and cheaper! 100% Original content. Visit: http://www.find-small-business-software.com/52ways.html