Technical Blog

Golden Rules of IT Customer Support

No matter where we work, why is it that we always complain about our IT helpdesk, or the service we get from our IT software vendors? I’ve worked in the industry for two decades and it seems we’re never happy. I’ve also worked with the IT Services teams. From their point of view, they’re often frustrated by bitchy customers who don’t know what they want, and really have no basic clue about how systems work. Despite their patience and calm demeanor while on the phone, as soon as the call is over you’ll sometimes hear your friendly Customer Support Representative crying howls of anguish (or much worse). I’ve occasionally had to send a few outside for a few minutes just to calm down.

Okay - let’s face it, computers and IT systems are inherently frustrating things. When things go wrong they can go majorly wrong, without any clear or obvious reason. And, from a user’s point of view, it’s sometimes hard to figure out just what the system designer was thinking … or if maybe they were on some mind-altering substance. Read More...

Secret Weapons for the IT Professional

Now that I have a few days off, its about time that I finally kick off this blog. The upside of being a consultant is that you get to do lots of interesting stuff, meet some really inspirational clients, and pick up on some great ideas. The downside is that you’re usually so busy actually doing stuff - or writing up the associated proposals and documentation - that there isn’t enough time to do much else productive outside work. This blog is an attempt to change that - and to note down thoughts and tips as they occur. Writing things down helps me consolidate those ideas and bring them into a central place rather than scattered around in the notes from a heap of different projects. Who knows? They may even be useful for someone else … but let’s not get ahead of ourselves.

Anyhow, the first topic here is Secret Weapons, and it highlights a couple of tools that I’ve been finding invaluable of late. Read More...
© 2015 Andrew Mercer