You may, for one reason or another, need to install Remote Server Administration Tools (RSAT) on your Windows client computer. You may want to perform administrative tasks in Active Directory Users and Computers, administer Certificates in Active Directory Certificate Services, or administer DNS or DHCP in DNS or DHCP Server Tools.
Category: Tech support
For most users, the message headers of any given email are irrelevant; the email has arrived, and that is all there is to say about that. It does, however, have applications both in IT support and in information security. While those applications are outside the scope of this article, accessing the message header is not.
Some software comes and goes, and other software is there for you for the long term. Spacemonger is one of the latter category. Simply put, it scans a hard drive and shows you what’s on it using blocks to represent relative file/folder size, like so:
As a tech support specialist, I often have to guide the end user through basic troubleshooting, and this often resolves the issue. I’ve told this story before, but it bears repeating, in particular because it reinforces the lesson.
Having worked in tech support for fifteen years, I find I still enjoy my work. Yes, at times, I feel like a target at a live fire exercise, but at the end of the day, I still find fulfillment in knowing that I am able to help my users. Here are five tips to giving better tech support:
As has been the case so many times before, this week I’m bringing you the direct result of a customer request. The customer in question needed to know how to run a .ps1 script. As you may or may not know, double-clicking the script defaults to editing the script. At any rate, here’s how you do it:
I’ve been using Adobe Premiere pro for a while now, but am finding that I can’t really defend the cost of Adobe Creative Cloud. While having multicamera support has been very nice, the product quite simply is cost prohibitive for me, especially as it really only offers a single feature I need; the ability to sync clips based on their audio. For my needs, iMovie will suffice.
Last week, I defined the three KPIs I believe are what you need to understand how well your support department is operating. Defining them, however, is just part of the job; if you don’t understand what they are telling you, you might as well not bother measuring at all. Let’s look at each in turn:
Metrics – often referred to as “Key Performance Indicators” or simply “KPIs” – are a necessity, regardless of your field. If nothing else, it’s nigh impossible to say anything meaningful about performance without them, and improving the performance is turned from something quite achievable. to a Sisyphean task.
An important principle of ITIL is that all requests should go through a single point of contact (abbreviated to SPOC). What this means, is that a single channel should be defined for the reception, classification, and distribution of a request or incident. Crucially, it does not mean that all contact with the customer should be done by tier one.