by LRichardson published

The Best End User One-Liners Shared By IT Support Pros

We know it’s true: IT support professionals have a love/hate relationship with their end-users. On one hand, less than savvy users are steady job security. And support pros know we can’t all be experts in this vast and fast-paced field. So, patience and understanding abound. On the other hand, end-users can be frustrating and astoundingly oblivious when it comes to technology. Some days, that usually patient pro may feel like end-users are the bane of his existence, the dark cloud in his otherwise bright sky, or similar to a zombie infestation that will not die.

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by LRichardson published

5 IT Certifications That Make a Big Impact for Support Professionals

In the world of technology support professionals, few things hold as much clout on a resume as certifications. These courses often bring you the specialization that makes you stand out from the competition when it comes to landing a job. And in a field that requires an expansive range of knowledge with an ever-increasing scope of expertise, they are the often the perfect way to keep up in the fast-paced world of technology.

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by Sophie Brown published

Customer Spotlight: How Redner’s Markets kept serving customers during a massive system failure

When 75% of your customers use electronic payment to check out and the system goes down due to network failure, there are big problems. This results in irate customers, and in some cases, customers walking away from their orders due to a lack of another method of payment.

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by Bryan Hood published

Attack from the Inside or Out: Small Security Steps can Stop Big Breaches

Today's news is again rife with data breaches; namely at UPS (possibly linked to the Backoff malware, which my colleague blogged about here), and Community Health Systems (which may be linked to the Heartbleed flaw). A continuing theme across these breaches is that a relatively small, seemingly mundane action such as requiring two-factor authentication for remote access or applying a security update could have stopped attackers.

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by Elizabeth Hulsey published

Bomgar Care Network Volunteers at Abba House

Friday, the Bomgar Care Network extended their helping hands to the Abba House thrift store in Dawsonville, Georgia. About 30 Bomgar employees based in the Atlanta area spent an afternoon sorting through donations and organizing and cleaning the store. From moving furniture and color-coding clothes, to dusting and putting books on shelves, the orange-clad Bomgar team served in whatever capacity needed for the day. In addition, Bomgar raised $1,725 to donate to the organization, which will cover just over 10% of their operational costs/scholarships for 3 months.

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by Boatner Blankenstein published

Backoff Malware – Time to Step up Remote Access Security

Another day, another security breach. Today, it’s a number of breaches that may or may not tie together, but all seem to have one thing in common: poor remote access security. Most notably, the US Department of Homeland Security has issued an advisory regarding the “Backoff Point-of-Sale Malware,” which has been associated with several PoS data breach investigations.

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by LRichardson published

Improving ITSM Metrics with Remote Support

Remote support is key when it comes to fast incident resolution in a multi-channel contact center. And improving time-to-resolution is at the heart of so many ITSM metrics. What types of metrics can you capture using remote support technologies, and how do you analyze those metrics?

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by lshulof published

Ryan Gosling Takes a Tech Support Call

It’s Friday. And summer. We all need a break. So this: A tech support call with Ryan Gosling’s character from The Notebook. Enjoy.

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by Joel Patrick published

Staying Connected with Bomgar Using Extended Availability

Staying Connected with Bomgar Using Extended Availability

Earlier this year, we introduced you to the concept of Staying Connected with Bomgar Extended Availability. We have taken it one step further with a tips and tricks video highlighting this feature. Often overlooked, this video will help show the value that this feature can provide to your tech support team!

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by lshulof published

Botnet Targets RDP to Compromise POS Systems

Earlier this week, security researchers uncovered a global cybercriminal operation that has compromised thousands of computers, which are actively trying to break into point-of-sale (POS) systems using brute-force techniques to guess remote administration credentials.

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