Andrea Pillsbury

When calling a support professional with a technical problem or issue, it can be frustrating to the user who clearly does not understand how to remedy the problem. The situation only intensifies when the user encounters short one-word responses...

Answering customer questions and complaints is all part of being a help desk technician. There are different approaches to this type of customer service, some of which work better than others. It’s possible to keep people satisfied with good...

The technical skills of an IT technician, especially one working on a help desk, are vital. Your IT techs have been hired to support clients and/or coworkers, providing the valuable troubleshooting, problem-solving, and technical know-how to...

A student-run help desk based on campus is an excellent way to alleviate the burden on permanent IT staff while educating students with an interest in technology. With tech know-how and the practical experience that comes with running a campus...

Do you think your company is too small for a dedicated help desk system? No matter how large or small your organization is, what budget you have, or what existing systems you have in place, help desk software is a solution for everyone. And here...

Everyone expects IT support staff to have all the answers. But what if tech support has its own questions? If this is you, we have some tender love and care for you. So, keep reading. IT service desk staff handling hundreds of help requests...

Having to scale up your IT infrastructure is a good sign. It means your organization is growing! With that growth comes considerations for making the process run as smoothly as possible. 1. Financing Your Growth Even if your organization is...

Salt Lake City, UT – GroupLink® Corporation is pleased to announce a new partnership with SUSE® collaborating on software solutions, support training and materials for academic organizations on Linux. GroupLink, a leading provider of help desk...

Of an IT budget, one industry source says that 80 percent is typically dedicated to keeping things going, with only 20 percent earmarked for strategic initiatives. To maximize your school or city IT budget, you need solutions to make maintenance...

It’s that time of year again — industry leaders are making their predictions for the help desk and IT support trends to watch for in 2018. Part of keeping your organization in good shape is following industry trends that will help you reach your...