Support Wars

In my current environment, the storage and use of administrator passwords is a sensitive subject.  Luckily ISC SANS has started a robust discussion about the practice. I’m confident in saying that every IT environment has this problem.  You have passwords for service accounts, printers, switches, routers, firewalls, admin passwords for products, build passwords when building servers or [...]

Does anyone have any experience with ReadyDesk?  I’ve inherited a ReadyDesk install that is years old and the upgrade isn’t working too well.  I’ve attempted to contact their support, but I sat in their online chat for hours with no response.  Anyone have experience with the software?

This guy must work at my last company….

If I had to describe my job in a few short words, I’d describe myself as a Professional Troubleshooter [TM].   On a rough day, I’m bouncing between Windows, Netware, Linux and maybe a little Mac too.  To make it worse, I could be supporting a small business that doesn’t know anything about their environment because [...]

Working on a help desk can be difficult.  Are you making your job harder by using some of these phrases? Some phrases sound fine to us, but they can provoke a negative reaction from others. …You might look at some of these phrases and think to yourself, “There’s nothing wrong with saying that” — and [...]