IT training has evolved beyond the lectures at lunch, allowing innovative technologies to aid in the learning of new skill sets. But even though training materials may be hands-on and/or web-based, if the training is not provided at the correct time, it may be rendered ineffective.

For training to be most effective, it must occur at the precise moment it is needed.

To make this happen, IT can follow these steps:

1. Gather training materials (such as a Powerpoint presentation or a manual)
2. Record a training meeting
3. Provide on-demand access to the training materials and the video
4. Use a remote support solution, such as ScreenConnect, to answer any questions if further help is needed

Using this approach, employees will be able to obtain the training information when they need it, reducing training costs and increasing the productivity of IT.

This summer, Inc. Magazine released an article summarizing the results of a study entitled, “Six Dimensions That Characterize Success-Oriented Small Business Owners,” published by the Guardian Life Small Business Research Institute. These six traits that provide a “winning formula” are as follows:

• The ability to collaborate
• Being self fulfilled
• Staying future-focused
• Being curious
• Tech-savvy
• Being action-oriented

Part of remaining tech-savvy would be to stay on top of the latest computing trends. For a PC support technician, this could be taking a close look at remote support software. Not only would remote support software save you time and money, but you would also be providing great customer service.

Read the full article here!

Remote support software can be an invaluable tool for the IT technician, leading to savings in time and money. But when you’re the customer whose computer is being connected to, it can be a little scary allowing a technician access to your system (especially for the first time). You worry if the technician can see your files, take complete control over your computer, or if the information being sent from computer to computer can be hijacked by some malicious party.

These issues are often voiced to technicians when they employ remote support software in the field. It is very important that support technicians dispel these myths of remote support software and put their customers’ worries to rest.

We here at ScreenConnect have some tips on easing your customers’ concerns:

1. Tell the customer that you can only view and edit files that are on his or her screen. If there are any files the customer does not want modified, tell him or her to simply close them.
2. Use the chat box to detail exactly what you are doing and what the customer can expect to happen next.
3. As the technician, you will have control of the customer’s mouse and keyboard. Be sure to inform your customer that if she or he feels uncomfortable with this, simply wiggle the mouse or type on the keyboard to regain control.
4. Inform the customer that he or she can end the session at any time by regaining control of the mouse and closing the remote support application window.
5. Let your customer know that the remote support software encrypts each end of each session, ensuring the customer’s privacy and the safety of his or her information.

Feel free to contact us with any other concerns!