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Feb 12
In this time of credit crunch a lot of companies are trying to cut their costs which is completely understandable. A major source of out goings can be travel costs. Most companies have travelling salesmen, guys who move around from place to place for a one hour or two hour meeting, which basically consists of a short conversation and a demonstration of the software they are trying to sell (obviously I am only talking IT salesmen here). With that in mind one of the most obvious ways to cut the travel costs is to look into doing online demos of the software linked with video conferencing. That way your sales guy can sit in the office and hold demos one after the other, not only cutting travel but also increasing the number of demos possible in one day.
There are quite a few payed for offerings out there that allow you to share you screen with multiple people over the web, take for instance Cisco’s WebEx. But if you are like me and don’t want to pay for it there are quite a few open source/free alternatives available if you do a little digging. With this in mind I thought I would look at some of the examples I have found:

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Sep 24

One of the points I stressed when I talked about how to be good at IT support was being able to access the computer of the person you are trying to support. The hardest part about supporting some one is getting an understanding of what is actually happening on screen. Human beings make very bad eye witnesses, they have a tendency to put their own interpretation on to what they see. Sometimes adding information, sometimes missing out things they don’t see as being relevant. Plus the person you are supporting will have a tendancy to try to hide anything they might have done that caused the error (and as any support person knows 90% of all errors are user related). Continue reading »

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Sep 17

Yesterday I posted about how to deal with the IT support department. Well as you may have noticed, I try to be fair and look at both sides of things. So I’ve decided to follow that up with some helpful hints for the person at the other end of the phone to make their life a little smoother hopefully, and perhaps help the person calling them not to get too stressed! Hopefully these hints will be useful for anyone considering a career in a helpdesk role as well. Continue reading »

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Apr 30

Teamviewer vs Log Me In Rescue

One of the hardest things about doing IT support over the phone can be actually determining what problem the customer has encountered. Lots of people can not gasp the concept that the techie on the other end of the phone does not know every detail of the product intimately. They give vague descriptions and use terms like “thingy” and “whatyermacallit”. Not really helpful to the person on the other end of the line trying to solve their problem for them. Or the other favourite, you give them explicit instructions on where to click and they totally ignore you and click else where. I’m not going to get involved in customer bashing, there are plenty of sites out there like Clientcopia and Not Always Right out there that do that. I want to look at two ways of making this process easier. Continue reading »

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