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Helpdesk Nightmares

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Episodes

Episode 6: No, You Shouldn't Click That

2/18/2018
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This one isn't just for customers/employees/users. The best of us can get taken in by a legit-looking phishing campaign. We click a link we shouldn't, we fill out a spoofed form, we wire thousands of dollars to a stranger... Let's talk about why you shouldn't click on that.

Duration:00:41:19

Episode 5: Refused to Help

2/11/2018
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Have you ever had a customer complain you refused to help? Or maybe you've had a helpdesk tech 'refuse' to help you. Let's look at stories that reveal the truth behind some of those accusations.

Duration:00:36:03

Episode 4: Yes, I am a Wizard

2/4/2018
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So you can't open your email program. Nothing happens when you click the icon. So you call Tech Support, the tech support person comes to your desk, you click the icon to show them what happens (nothing) but it opens up immediately? Yes. We are wizards. You're welcome. And other such examples. Also we talk about our iTunes reviews - leave us one and we'll shout you out!

Duration:00:37:28

Episode 3: Not Enough Information

1/28/2018
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My computer's broken. I can't print. My screen is blank. Have you ever sent or received a support ticket where that was all the information provided? How would you go about helping that user? Right, you'd have to ask a lot more questions. We'll explore some of the craziest vague tickets we've received, listen to some from Reddit, and commiserate over the absolute worst kind of help request a helpdesk person can receive: a vague one. We also welcome our third and final co-host this week,...

Duration:00:39:28

Episode 2: Everyone's a Liar

1/21/2018
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It's Rule #1 in IT: Users lie. Or how I'd put it: Everyone's a liar. We'll read some stories from our trusty Reddit thread /talesfromtechsupport and you'll hear my new co-host and I commiserate over our shared tales of woe and lying users. Why do they do it? How do they do it? And stories about how we easily catch them in it. www.helpdesknightmares.com Insta: @helpdesknightmares Twitter: @helpdesknight Email: helpdesknightmares@gmail.com

Duration:00:21:29

Episode 1: Have You Tried Turning it Off And On Again?

1/14/2018
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A question as old as technology itself. A question seemingly without answer such as the timeless classics, "What is the sound of one hand clapping?" or "If a tree falls in the forest and no one is around to hear it, does it make a sound?" The answer to these is indisputably: have you tried turning it off and on again? Let's discuss the ultimate helpdesk fix, listen to stories from other helpdesk/support techs, and investigate just why it is so difficult to remember to try before calling...

Duration:00:17:08

Episode 0: Off to the Races

12/24/2017
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This is the maiden voyage of Helpdesk Nightmares. I give an overview of what I have planned for the podcast, who it's for, and a little bit about me, your host. You'll even get a sneak preview of our first full episode.

Duration:00:04:38