Help Desk FAQ - Guestbook

I'd really like to know what you think about the Help Desk FAQ. Be as specific as you can about what you like, what you'd like to see added or changed.

Please leave your comments in this public guest book for others to see. If you would prefer to send me mail privately, click here.

Date: 06/06/02
Time: 01:39:21 PM

Comments

I have been away from the field for about 2 years, and wanted to thank you for the amazing job with keeping the FAQ up during this time. So much has changed, but I feel I can get all that I need from the FAQ.

Thanks again!

Rachel K

Date: 06/06/02
Time: 04:53:20 PM

Comments

(Name, organization/state/country)

Date: 06/28/02
Time: 02:16:33 PM

Comments

Ron Zabowski University of Miami Coral Gables, Fl. USA

The University has created a "How Do I - Web Oriented Help Team" to recommend a solution to allow users to get information they need quickly and easily with self service via the web.

My question is directed to other universities and what initiatives they may have in place.

Thanks,

Ron Zabowski Manager - Customer Support University of Miami rzabowski@miami.edu

Date: 07/05/02
Time: 03:59:57 PM

Comments

Lowell Mercier, Fidelity Investments, Marlborough, Ma.

Date: 07/09/02
Time: 09:34:28 AM

Comments

Thanks Phil. A good interesting read, and I would endorse the comments on the FAQ (which was very useful as I had a help desk to audit). Appreciated.

Laura Hapmson Auditor http://www.auditbox.net

Date: 07/15/02
Time: 06:01:40 AM

Comments

Any plans to write a book?

Date: 07/15/02
Time: 12:22:12 PM

Comments

Thank you for providing such an impressive resource for all of us.

Date: 02/02/03
Time: 12:04:59 PM

Comments

I've found a lot of usefull information here!

Thanks Phill,

Mads Pedersen www.herontechnology.com

Date: 02/02/03
Time: 12:04:53 PM

Comments

I've found a lot of usefull information here!

Thanks Phill,

Mads Pedersen www.herontechnology.com

Date: 01/20/03
Time: 09:54:08 PM

Comments

Phil,

Has it been 10 years of the FAQ? I've been following it off and on (more on than off) for the last 6.

Here's to the ride!

Mary Sloan

Date: 01/02/03
Time: 12:12:15 PM

Comments

nice website

Date: 11/20/02
Time: 05:12:24 AM

Comments

Crm Sware

This is an excellenct website!

crmsoft@lycos.co.uk

Date: 11/18/02
Time: 01:54:58 AM

Comments

Cool site!

Anny

Date: 11/17/02
Time: 02:25:30 AM

Comments

great resouces site!

Sunie 

Date: 11/07/02
Time: 09:21:49 AM

Comments

What can I say, you did such a wonderful job ! 

Date: 10/29/02
Time: 03:53:54 PM

Comments

cool website !!! i just surfed by...........keep up the great work !!!

Date: 10/18/02
Time: 09:45:59 AM

Comments

Hello, I found you at Altavista. You have wealth of information on your site and a nice design. Greetings from Germany - Paul - 

Date: 10/06/02
Time: 03:55:33 PM

Comments

Helmut, It's my first visit at your homepage. Your website is great and very usefull. I'm bookmarked it. Keep up the good resources. Best greetings - Helmut - Germany

Date: 10/01/02
Time: 10:22:06 AM

Comments

Just surfing. A wise man will always change his mind . . a fool never will Peter from FCK

Date: 09/08/02
Time: 03:03:08 AM

Comments

cool site! 

Date: 07/17/02
Time: 02:11:09 AM

Comments

I like your Site! Hello from california

Date:

1/30/02

Time:

8:00:30 AM

Comments

I appreciate the FAQ -- have used it often over the years. Thanks.

John Standish NYC

Date:

1/29/02

Time:

10:09:26 PM

Comments

Thank you for your commitment to the industry. I have learned so much from your site, and from enjoy hearing you speak.

John Albertson NYC

Date:

1/27/02

Time:

7:55:07 AM

Comments

Thanks... some useful and interesting information and material on here, and very relevant to my arena (ITIL).

Jenni Harrison jenni@01625.com http://www.itil-itsm-world.com

Date:

12/14/01

Time:

3:57:27 AM

Comments

some useful informations about HD stuff ... go on with this good work

Robert Halfmann / IT-Service / DaimlerChrysler /Germany

Date:

11/20/01

Time:

3:45:25 PM

Comments

Great site and wonderful insights! I'm an old programmer learning new tricks! By the way, is there a sentence fragment in the last sentence of the first paragraph under the HOME section? Do you mean "..a lot more about what we..." Loved your marketing suggestions. They are good for many industries. Cindy

Date:

10/23/01

Time:

2:54:55 AM

Comments

Hi,

Nice site!

Regards, Andy 

Date:

10/10/01

Time:

5:38:27 PM

Comments

Hi, This is my first visit to your site. I will return when I have more time. I work for a Help Desk and I saw some very valuable information resources.

Good Luck, Larry. Stirlinglarry@nf.sympatico.ca

Date:

9/21/01

Time:

8:46:41 AM

Comments

(Lawrence Cormier, Pyxis Communications, Prince Edward Island, Canada)

Fantastic site!

thank you for all the work you do to provide the call center industry with all this information.

Do you think you will eventually have a forum where call center professionals would be able to leave questions and get answers from others in the industry?

Best of luck with your site. I've added it to my favorites.

Best regards,

Lawrence Cormier Lawrence@pyxiscommunications.com

Date:

8/2/01

Time:

10:29:00 PM

Comments

I have been away to long can believe its been so long since I have been away from the family. I wil be back soon. Kevin Quinn Bellport ew Yourk,

Date:

7/30/01

Time:

11:33:34 AM

Comments

Mary Surach, St. Jude League/Claretian Publications, Chicago, IL 60606. New to Help Desk and appreciate all your links and info. Wonderful resource for beginners. Our organization never had a help desk before and the information on your site will help in decision making, choosing software, etc. Very glad I found you listed in "Running an Effective Help Desk", by Barbara Czegel.

Date:

7/27/01

Time:

6:19:37 PM

Comments

This is my first visit. Looks like lots of great information and resourses. I'll be back often! Sheryl Montanez-Applications Trainer/Help Desk, Torian Group Inc.,CA, USA sheryl@toriangroup.com

Date:

7/26/01

Time:

11:37:04 AM

Comments

John Knickerbocker PC/Lan analyst Helpdesk-tech Alticor

Date:

7/19/01

Time:

3:48:40 PM

Comments

wow, very helpful. thanks for providing this information Martin, Alcatel, german in Venezuela (Name, organization/state/country)

Date:

6/17/01

Time:

9:56:03 PM

Comments

Will you be speaking in Asia this year? I'll send you mail directly - please contact me if you come to India or East Asia. K. Sampath, Mumbai (Name, organization/state/country)

Date:

6/8/01

Time:

10:15:58 AM

Comments

This site is very helpfull for us. Thank you very much again and again. Please, Keep on update. KareNet Information Management Systems www.karenet.com.tr

Date:

5/22/01

Time:

5:20:28 PM

Comments

Nice site. Useful site. Wonderful site.

Roberto Cohen, SIAL Software, Porto Alegre/Brazil

Date:

5/22/01

Time:

8:07:18 AM

Comments

(Name, organization/state/country)

Date:

5/16/01

Time:

12:23:39 PM

Comments

I just found your site and am impresed with the wealth of information you provide, and how easy it is to navigate. Thanks for the effort, it is appreciated! Keith Nelson, Help Desk Supervisor Foley Hoag (law firm) Boston, MA USA http://www.foleyhoag.com

Date:

5/2/01

Time:

8:16:35 AM

Comments

Your commitment to the industry is commendable. Based on your talk at the HDI conference, your day job at Akamai must keep you very busy. Thanks for always making the time to keep this resource up to date over all these years.

Sean M. San Jose, California.

Date:

5/1/01

Time:

3:53:41 AM

Comments

Thanks for the good information !! (Taegook Song, e-BizON, Seoul, Korea)

Date:

4/11/01

Time:

3:39:23 AM

Comments

(Name, organization/state/country)

Date:

4/10/01

Time:

11:02:53 AM

Comments

I am using this text as part of my technical training in an Integrative Microcomputer Applications course at Kirkwood Community College, Cedar Rapids, Iowa. This is also my last semester in the Microcomputer Specialist Program at Kirkwood. Therefore, using this Help Desk Reference is giving me a good idea of what kinds of positions to find in the job market.

Wade Hemmelrick Cedar Rapids, Iowa (Name, organization/state/country)

Date:

2/25/01

Time:

1:03:34 AM

Comments

This is the best site by far -- and it is not cluttered by advertisements. Thanks for keeping up with this!

Adam Roy Washington, DC

Date:

2/12/01

Time:

6:16:36 AM

Comments

Couldn't respond to you directly in the absence of an email addess (understandable) or a direct email to me. In general it sounds like a bad situation. General comments: Check with your local Human Resources group -- unethical things should not be done. Secondly, you should consider moving departments. Thirdly (and perhaps least easy to hear) you should think about if you had any way of preventing this situation from happening. Best, Phil Verghis

Date:

1/26/01

Time:

6:10:30 AM

Comments

Everybody in the world (including most other groups here at our instituion) seems to know at least the basics of help desk management except US! My little department of crooks (2 support staff, or rather 1 IT Support Staff and 1 mouse who will do whatever our management tells him, legal or not) still wants to do everything with a "just get the job done; don't worry about all this cross-training, documentation, and accountability crap!". Of course, that would keep their needs from taking priority over our central mission, and would keep us legal and ethical above all else. So when I bring up the idea of ANY kind of work management, I'm branded a troublemaker, and will probably be fired soon. The resources at this site, the HelpDesk Institute, our own campus-wide HelpDesk (as opposed to our little department), Frank Bucaro's "Taking The High Road: How To Succeed Ethically When Others Bend The Rules" (http://www.frankbucaro.com/keynotes.html), and most computing professionals with whom I've conversed/corresponded have been a great help in my struggle to work as part of a HelpDesk team instead of a front for special interests.

Any thoughts on why it pays to run a clean helpdesk, and how to keep it that way (a support resource instead of a political toyshop?

Otherwise, keep up the good work, and keep getting the word out!

Date:

1/5/01

Time:

12:02:30 PM

Comments

(Name, organization/state/country)

Date:

12/12/00

Time:

9:48:03 AM

Comments

A great place to start out when looking to establish a helpdesk! (Monty, Affinity House/Buckinghamshire/England)

Date:

11/9/00

Time:

9:21:32 PM

Comments

this site keeps changing -- i will have to come back more often. thanks again.

Date:

10/13/00

Time:

5:08:19 AM

Comments

Great design, easy to navigate, all you could ask for!

Lance Spence, Kia Motors America, CA, USA. (Name, organization/state/country)

Date:

10/11/00

Time:

11:00:17 PM

Comments

Thanks for the update.

John Park NYC

Date:

8/6/00

Time:

11:25:25 PM

Comments

This is super! Much faster loading. I periodically go through the pages and re-discover things that are important to me in my career.

Jack C, NYC.

Date:

8/6/00

Time:

8:19:23 PM

Comments

The site redo looks great and is easy to navigate. Congrats! The Help Desk FAQ has been a great boon to me (past and present).

Sue Ellen Wilson, HelpDesk Coordinator Cameron University, Lawton, OK 73505