IssueTrak's help desk software solution is powerful enough to make a difference in any organization, yet simple and easy to use. With IssueTrak's 100% Web based, customizable IT help desk software you can:

To answer inbound calls from Australia and New Zealand consumers and home based users to resolve technical issues. Create a positive customer experience through providing an efficient and quality solution to customer enquiries / problems Able to troubleshoot the software of operating systems with the right product knowldge. Windows Vista, Windows 2000, Internet Explorer Working hours: Based on rotation shift. Working hours are rosted and shift starts as early as 6 am and the last shift ends at 6 pm (8 hours per day) Working days: 5 days per week (Mondays to Fridays) Strong verbal and communication skills in English

"I'm the department head of a small IT helpdesk in a not-quite-so-small business. The department's small in the sense that (a) there's only three people (including me), and (b) not only do we do helpdesk, but develop all the in-house systems, build our own servers, and more. We're supposed to log every helpdesk call that comes in (we've previously developed our own software for this), log notes on each call, and log the resolution. However, although I do set a good example by logging (most!) of my calls, the other two don't, even though I've asked them to do so numerous times. Although they do the job well, this is the one area that is letting the department down, and now management wants full stats on what we do every day, so obviously a full helpdesk log for each day would go a long way to prove what we do (or don't do). I don't want to come down on them with the Big Iron Fist (tm) and check up on them every few minutes, because I've got my own work to do. How can I actually get them to buy into logging calls, and not 'forget' or be 'too busy' to log things properly?"

What is SEO (search engine optimization) and why does it matter to me? SEO (Search Engine Optimization): The term used to describe the Internet marketing technique of preparing a website to enhance its chances of being ranked in the top results of a search engine once a relevant search is undertaken. A number of factors are important when optimizing a website, including the content and structure of the website's copy and page layout, the HTML meta-tags and the submission process.

Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed?

During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this in mind, and with my tongue in my cheek, I have categorized users into the following species.

Do you find help desk work to be a chore lately? Is it hard to get up in the morning and get yourself into the office? Are you finding it harder to pick up the phone and sound cheerful and interested? Do the users get on your nerves these days, when you used to be very happy to provide help? If you answered "yes" to two or more of these questions and have been working the help desk for more than a couple of years, you may be approaching help desk burnout, and it might be time to move on.

One thing I really don't like about my job is being on call for AV presentations. As the only support pro for my office, there are a lot of things that I wish I could delegate, but being AV guy is at the top of the list. The major annoyance I have with that role is that I'm always interrupting something much more important (to me) or interesting (again, to me) to set up a projector and a laptop, or a DVD player and display. I always find it hard to get back to the mindset I had before stepping away; I can feel my productivity dip.

Proving you are who you say you are has gotten more complicated over the last few years. There are new technologies for user authentication popping up all the time. We've seen the rise of security tokens and client certificates, key pairs and biometric devices, and they all have their purposes. In many cases though, the IT systems on your network are still governed by user names and passwords. Good security practice says that no user should have more network rights than necessary to perform their job, but what happens in an emergency? If your IT manager or systems administrator isn't available, will your help desk have the access they need to keep the organization running?

Many of the problems I'm called for are teeny mysteries. Gremlins, if you will. (I mean these gremlins, not Joe Dante's Gremlins.) These calls are about program settings that have changed mysteriously, or an e-mail that won't send. Gremlins don't cause emergencies, usually just annoyance. But if a user's work is interrupted, they're right to give me a call.