Desktop Support

Enhance your desktop support skills and improve the customer experience.

Tag(s): desktop support, future of support

Over a hundred years ago, we began communicating electronically, and today, new technologies are helping us communicate in vastly different ways. These technologies are the cause and consequence of the social media revolution.
Tag(s): desktop support, social media

In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development

Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to change.” This was a man who spent most of his life studying the effects of change, and that statement is as true today as it was in 1850.
Tag(s): desktop support, future of support

As desktop support professionals, we need to market these skills, letting everyone know that the “desktop” in desktop support refers not to a physical device but to the place where work gets done. How the desktop is delivered to a screen is irrelevant to our ability to support technology in the...
Tag(s): desktop support

Caffeine is the most widely used legal stimulant in the world, with about 80 percent of it consumed in the form of coffee. In this day and age, is there a demographic that needs it more than the technical support community? Desktop support teams and management are no exception; they spend their...
Tag(s): desktop support, industry report, research

Does your desktop support organization have more generalists or more specialists? Desktop support teams have to adapt and evolve along with the technology and workload that they support, and ...
Tag(s): desktop support

Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management

Tag(s): desktop support, industry report