What to look for in a software support system

business software support systemAs I begin an 8-month project to setup, test and implement a new internal system for our helpdesk, I have started thinking about the bigger picture of what we do on support at SYSPRO’s European office, and what exactly determines the quality of service that we provide on a daily basis. Read more…

Change, and the need for training

I recently upgraded my cell phone (or mobile phone, for some people). I used to have a feature phone, but the opportunity arose for me to change to a new phone that runs the Windows Phone 7.5 (aka Mango) operating system. Getting used to the physical phone, from one with real keys to one with a keyboard display, wasn’t the biggest adjustment – but getting used to the new way of doing things, actually doing everything, was an enormous challenge for me. In tech speak it’s called changing the UX (user experience). The last time I had such a challenge was moving from a DOS-based PC to one running the first version of Windows.

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How to get the most out of your support desk

The other week my family banished me to the attic with instructions to get rid of all the stuff I had put up there “that might be useful one day.” I soon found myself sitting amidst piles of cardboard boxes reminiscing about school days and my early career in the computer industry. I even found my old beer mat collection from the ’70s!

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