Monthly Archives:

The Animal Farm Rule of Help Desks and Network Management

Running a Help Desk or a Data Center can be confusing in that while you try to treat all customers the same way, there are just some people who need extra-special assistance. You may go all out for your internal and external customers but there are always certain classes of people who you really have to go ALL OUT for. Continue reading

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Help Desk Management: What is Level 1, Level 2, and Level 3 Help Desk support?

Help Desk tech from commons wikipedia org

One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about). Here’s my quick primer on what each of these functions do. Continue reading

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First You Get Good, Then You Get Fast: Thoughts to Live By for Blog Production

Three contradictory ideas that can help the average blogger in putting out a quality blog or publication. Continue reading

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