Well, We come to the end of another week…Unless…
There are TGI Fridays, Freaky Fridays, Photo Fridays, Illustration Fridays, NPR’s Science Fridays, Pragmatic Fridays, Friday Night Lights, and then there is my Friday and your Friday. The non-Friday. We will work late today, and early tomorrow.
There is no perceptible end or beginning to a week, a [...]
Category Archives: Education
The “do da tribe”; Card Carrying Members
Thursday, December 10, 2009
Help Desk Update
Tuesday, December 1, 2009
The China IPR SME Helpdesk introduces European SMEs to the knowledge and business tools required to develop the value of their intellectual property rights (IPR) and to manage related risks. The Helpdesk provides free information, first-line advice and training support to European SMEs to assist them in protecting and enforcing their IPR in China. The [...]
Customers, Users, and Callers
Friday, October 30, 2009
I will use a mixture of these terms when referring to the people outside the Help Desk who need your services or help. The term customers denotes a group of people who need extra care and should make you feel more inclined to help them with their problems. Users might be an accurate term because they use your [...]
Associates, Agents, and Employees
Thursday, October 22, 2009
For a long time, if you worked in a company you were considered an employee. Lately, I have seen a trend away from that term towards the more favorably regarded associate. It’s supposed to sound more like you are a part of the big picture and not just a person employed by an impersonal corporation. You won’t see [...]
Help Desk, Support Center, and User Support
Friday, October 16, 2009
I started above, and will use throughout, the name Help Desk to describe the person(s) or group that functions to support your department and company. Personally, I dislike the term because it’s old-fashioned and doesn’t give the credit a well-oiled department deserves, but it is the most popular. Once I was in a position to [...]
Defining a Help Desk
Saturday, October 10, 2009
For purposes of this book, we will define a Help Desk as a formal organization that provides support functions to users of the company’s product, services, or technology. Let’s break this statement down and analyze it phrase by phrase. A formal organization that. Support can be a full-time job or part of someone’s job; for [...]
