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Is your service bench static safe?

Lax precautions against electrostatic discharge can reduce the effectiveness of your support team. Here's a checklist to help you set up an ESD-safe workshop.

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System Mechanic results mixed: Boosts Internet speed

We're always looking for ways to increase our computer's performance, and here's a look at one product that might help.

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Mastering the seven phases of a service call

Fixing the problem is only one part of the support visit. Jeff Dray outlines the seven phases of a service call. Following the same method for each ticket will help you tackle each task efficiently.

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What Windows 7 means for support professionals

Does Windows 7 totally flip support upside down? Not entirely, according to IT pro Rick Vanover, who presents these Windows 7 support decision points for organizations considering an upgrade.

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Road warriors need mobile backups

Frequent travel is no excuse for risking data loss. Here is how your users can keep their files safe when they are away from the office.

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Providing home user support

Although there are a lot of similarities, supporting those in an office environment is vastly different than supporting home users. Here are some things to consider when providing support for home users.

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Beware of carefully engineered, manipulative customer service surveys

Have you ever thought that you have been manipulated into answering survey questions to reflect a predetermined outcome? Be careful how your help desk surveys are worded.

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Microsoft's new antivirus is fair game for home businesses

Many free security utilities are restricted to personal or non-commercial use. Microsoft bucks that trend by giving license to home-based enterprises.

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Remote access sites: Blessing or curse? Take the poll

We all hear them advertized, and millions of people use them. Are remote access sites a blessing or a curse to user support professionals?

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How do you keep in touch with colleagues when you work from home?

Jeff Dray addresses the challenges of returning to work after a long absence. How do you get back in the swing of things?

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