Desktop Support, How to Setup ODBC Driver Connection and Authentication

This video talks about setting up ODBC Driver Connection that is typically used for Database Connections by various programs.

For example, MS Access may use ODBC driver to create and authenticate connection between client and remote database.

Desktop Support and Help Desk, Using Event Viewer to Troubleshoot System or Application Issues

In Desktop Support, Event Viewer is one of the most underused tools that can provide insight on what is causing the computers issues to begin with.

Event Viewer is a first place to check when suspecting hard drive issues or corruptions. It can also hep determine why the OS is shutting down/restarting. These are just some examples that can be resolved using the event viewer, also known as windows logs.

Desktop Support, What is Production Impact and How to minimize or prevent it?

What is Production impact? If you are serious about IT, then Productions Impact is a must know skills to learn.

This presentation clearly explains what Production Impact is and how to prevent or minimize it.

Desktop Support, What is a Local Profile and its use in Business Environments?

One of the main things to familiarize yourself in Desktop Support is the use of local profiles. Local profiles are used by every user in business and home; the main things to know related to Business Environments is highlighted in this video.

Refresher Crash Course for Desktop Support, Network Admin, System Admin, Web Dev, Help Desk

Refresher Crash Course for Desktop Support, Network Admin, System Admin, Web Dev, Help Desk. This video is for IT professionals who need to refresh on their knowledge.

I want to work in IT but don’t have the knowledge or confidence to do so

This is a motivational video on how to get an IT job. A lot us may not have the confidence or think that we don’t posses knowledge to work in IT field… These are the main  issues preventing us from doing our dream jobs.

Help Desk and Customer Service Call Handling Procedure

Is there a Call Handling Format to follow in Help Desk or Customer Service?

Yes, there is a format to follow, but this varies from business to business. However, every Help Desk and Customer Service has a common path to follow that basically achieves the same goal; which is to resolve issues.

There could be multiple steps to handling just the intro… In this example I have broken down the procedure in 7 steps that should reflect professionalism and call handling proficiency.

In this video, I will use a “phone company” name as an example of a business name…

  1. Answering the phone.

Say: Thank you for calling *insert business name*, my name is Ervin, may I have your phone number, account number or etc… so that I can pull your information.

2. Verify security.

Ask: In order to secure your account, can you please verify your date of birth, last four of SS number or etc… We can also secure your account by answering some security questions… i.e. Your pet’s name?

3. Listening is the key.

Pay Attention: Listen to the customers issue carefully and then ask questions based of previous experiences. This comes after you are familiar with company’s products or services. Each business will train their associates to familiarize themselves with different issues and procedures.

4. It’s okay to verify information.

Ask to Repeat: I’m sorry, would you mind repeating that? In case you’ve missed something. A lot of customers talk really fast for anyone to follow.

5. Be efficient.

Time management: Sometimes, you have to place customer on hold but this is usually done with no more than 2 min before you have to come back and say that you are still working on their issue. Again, this will vary from business to business.

6. Wrapping up the call.

Ask after: Is there anything else I can assist you with? Have I resolved your issue? and etc…As closing, do not hang up on the costumer till they say “Yes” or “No”.

7. Ending the call.

Say Closing: Thank you for calling *insert business name*. Thank you for choosing *insert business name* and etc. You have a wonderful, nice or etc. day.

You can personalize the call handling procedures in many ways; however, this is a basic template to follow which most companies use.

I have many Help Desk videos that can help you get ready for a Help Desk job, including Interview…

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