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Standardized Resolutions Improve Incident Management

By Sam Grier

Most help desk software has a box where the resolution to an incident is placed. This tells the person who is going to resolve the problem exactly how it should be resolved. Leaving it up to each individual to use their own language and terms to describe the resolution can lead to errors and delays. Using standardized resolutions will make your resolutions more accurate, reduce confusion over … [Read more...]

How Passion For Your Job Can Lead To Success

By Sam Grier

If you want to be successful at your job and move up the company ladder you need to be passionate about your work. You need to be motivated and driven to be the best you can be regardless of your job or your work. Passion, drive, motivation, zeal, call it what you want it is the self-driven attitude about your job and your work that can help lead you down the path to success. Over the … [Read more...]

How To Write IT Technical Documentation

By Sam Grier

Documentation plays an important part in Information Technology. Work instructions, help desk scripts, knowledge bases, and vendor instructions are only a few examples. The key to writing good technical documentation is in the format of the document. No matter how good the information is, if it is not well formatted it can be difficult to use. Documentation should be easy to read, easy for the … [Read more...]

IT Contract Work Has Full-Time Potential

By Sam Grier

If you have been trying to get  a full-time IT position and have found few opportunities one option to try is contract work. Right now contract work may be your best option for landing a full-time position. A recent survey of CIOs across the United States revealed that nearly 73 percent think it is beneficial to bring in prospective employees on a contract basis before hiring them in full-time … [Read more...]

How To Work Under Pressure

By Sam Grier

In the IT world working under pressure is a daily event. Knowing the steps to take when faced with an issue can lessen the stress of working under pressure. Deadlines, project changes, unforeseen obstacles, critical outages are only a few of the stressful issues that can arise in the IT world. We face these circumstances often and can feel a great deal of pressure to get them taken care … [Read more...]

Why You Should Cross Train Employees

By Sam Grier

Being able to staff critical positions is important to maintaining an IT departments level of service. Vacations, sick days, family emergencies and medical leaves are but a few of the normal threats to staffing critical positions. How are these normal absences a threat to an IT department? In the same manner that retirements are a threat by having all of those skills walk out the door, see “IT … [Read more...]

The Office Politics of Email

By Sam Grier

Email has become the de facto standard for business communications. It is on our desktop, our laptop and our phone. For this reason email has become the new form of “on the record” types of communications within organizations, thus like everything else subject to politics. Office politics within an organization seems to be an unavoidable part of the job. Many have an agenda, turf to protect or … [Read more...]

How To Improve IT Customer Service

By Sam Grier

Over the years IT has evolved and become more customer service oriented. No longer is an IT department just about keeping the hardware and software running. We serve customers within the organization with products, services and solutions. Gone are the days when IT was disconnected from the business. IT is now an integral part of the business and has many customers, both internal and external. … [Read more...]

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