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Tech Talk Live Blog

Customer Service and IT: Keys to Successful End User Support – Part 9 – Attitude

Susan Koetzle Hoffman


This is the ninth in a series of posts that will address customer service and IT. To read previous posts in this series, click on Part 1, Part 2, Part 3, Par​t 4, Part 5, Part 6, Part 7, or Part 8.​ Embarking on a discussion of attitude might seem a thankless task, but not if we remember that the key to […]

Customer Service and IT: Keys to Successful End User Support – Part 8 – Attitude

Susan Koetzle Hoffman


This is the eighth of several posts that will address customer service and IT. To read previous posts in this series, click on Part 1, Part 2, Part 3, Par​t 4, Part 5, Part 6, or Part 7.​ A person’s attitude contributes greatly to the outcome of any project.  In the same way, the attitudes of individual staff members can affect the […]

Customer Service and IT: Successful End User Support – Part 7 – Training

Susan Koetzle Hoffman


This is the seventh of several posts that will address customer service and IT. To read previous posts in this series, click on Part 1, Part 2, Part 3, Par​t 4, Part 5, or Part 6.​ Most of the blogs in this series have addressed ways to help users directly and how to create resources that allow users to help themselves.  […]

Customer Service and IT: Keys to Successful End User Support – Part 6 – Blogs and Newsletters

Susan Koetzle Hoffman


This is the sixth of several posts that will address customer service and IT. To read previous posts in this series, click on Part 1, Part 2, Part 3, Par​t 4, or Part 5.​ Excellent user support might start with providing working equipment and instruction in its use, but service does not end there.  Anticipating user questions and wants is […]

Customer Service and IT: Keys to Successful End User Support – Part 5 – Self Help

Susan Koetzle Hoffman


This is the fifth of several posts that will address customer service and IT. To read previous posts in this series, click on To read previous posts in this series, click on Part 1, Part 2, Part 3, or Par​t 4.​ Self-help books occupy large sections of libraries, bookstores, and ebook title lists for good reason.  Many people are […]

Customer Service and IT: Keys to Successful End User Support – Part 4 – Website

Susan Koetzle Hoffman


This is the fourth of several posts that will address customer service and IT. To read previous posts in this series, click on Part 1, Part 2, or Part 3.​ Helping people to help themselves provides the best benefits for all in your organization.  Most users appreciate the availability of information whenever needed—no waiting required.  Technology staff members […]

Customer Service and IT: Keys to Successful End User Support – Part 3

Susan Koetzle Hoffman


This is the third of several posts that will address customer service and IT. To read previous posts in this series, click on Part 1 or Part 2​. While everyone would love to get immediate help for every technology problem and question, few educational IT departments have the personnel to attempt this level of service.  What can be […]

Customer Service and IT: Keys to Successful End User Support – Part 2

Susan Koetzle Hoffman


This is the second of several posts that will address customer service and IT. To read the first post in the series, click here.​ Beyond a willingness to be of service, to provide truly exceptional customer service, we must understand the different types of users in our organization.  While everyone is unique, I have found that users […]

5 Tips to Make Your Help Desk More Efficient for the Start of the New School Year

Jessica Diller


It’s that time of the year again. . . THE BEGINNING OF THE SCHOOL YEAR. For most IT departments this means an increase in help desk tickets, walk-ups, and phone calls.  While most schools use the summer months to get caught up with projects, updates, and upgrades, it is also important to take some time […]

Customer Service and IT: Keys to Successful End User Support – Part 1

Susan Koetzle Hoffman


This is the first of several posts that will address customer service and IT. “I’m so sorry to bother you, but I am having a problem with . . . .” In the three years since taking over the Technology Help Desk duties for Elizabethtown Area School District, I am still surprised to hear the […]

Help Desk: Tips and Tricks 1


Help Desk technicians get bombarded everyday with support calls, tickets, and last minute requests. They are usually the first line of defense for any device that plugs in to a wall. Technicians must think fast and react quickly in order to provide great customer service. Most tips and tricks found on the web are intended […]

The Lean, Mean, Desktop Support Team

Nancy Morris


As an educational service agency with about 1200 staff members in 150 locations, providing desktop support services to everyone is a challenge.  School districts face the same challenges, whether large or small, because their staff is typically spread throughout multiple buildings as well. A few years ago it became clear to us that we were […]

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