July 19, 2010
Voice of the Service Desk
June 28, 2010
KnowManager Managed Services is Growing Rapidly
May 17, 2010
New KnowManager Managed Services Offerings: Coverage Flexibility
April 19, 2010
Know Technology’s Data Center Expands Operations
September 28, 2009
Know Technology welcomes new staff members
June 24, 2009
Know Technology wins the prestigious 2009 Microsoft Partner of the Year for Networking Infrastructure Solutions
May 14, 2009
Know Technology's KnowManager Case Study: Managed Workplace from Level Platforms improves Know Technology Managed Services offerings
May 9, 2009
The Top 12 Technology Mistakes Small Business Make And How To Avoid Them
April 22, 2009
Case Study: Systems Virtualization Cuts Servers by a Third, Reduces Staff Costs by $83,000 Annually
April 6, 2009
Managed Services from Know Technology
March 31, 2009
Make your IT Infrastructure a Strategic Asset
January 9, 2009
Know Technology ServiceDesk Update
December 18, 2008
Security Bulletin Announcement from Know Technology
December 9, 2008
Know Technology, LLC is pleased to announce the addition of Kamron Bonta to the KTL team
November 14, 2008
Maine Discovery Museum Receives Communications Upgrade with help from Know Technology
October 24, 2008
Vulnerability Announcement from Know Technology
October 20, 2008
POP!TECH 2008 PARTICIPANTS CAN LIVE BLOG, STREAM VIDEO, ACCESS
INTERNET USING MERU HIGH-PERFORMANCE 802.11n WIRELESS LAN - Meru WLAN Addresses Needs of 'Power Users'
Attending 12th Annual Conference in Maine
August 21, 2008
Hosting services notice from the Know Technology Data Center
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Voice of the Service Desk
Introducing a name many of you know very well – Susan McIntyre, the “Voice of the Service Desk” at Know Technology. Susan has been with the KnowManager Managed Services group for over a year, as the vital ingredient that embodies our service philosophy and delivers much of the end user support.
“I think of myself as the primary contact for our customers needing support”, says Susan. “But the good news is, I’m not alone. Our other service desk technicians and our architects are all available to perform maintenance or solve customer problems.” Susan and the other Service Desk technicians answer phone and email inquiries, and track the progress of issues all the way through resolution. But when it comes to making sure that appropriate resources are scheduled and tasks are completed, Susan is the focal point.
“I’m glad we have the support systems in place to help me in that”, says Susan. “We really rely on Connectwise (our tracking and ticketing system) and KnowManager (our monitoring system) to keep a constant record of what’s happening and what needs to be done next.”
Susan is no stranger to supporting customers in a high-intensity environment. Before coming to Know Technology, Susan did end-user support for multi-branch bank. “Working at the Bank gave me a good feeling for what great support means to an organization”, said Susan. “ When I’m on the KnowManager Service Desk with a customer, I remember what it was like to be inside a company needing support, and try my best to deliver the way I would have wanted it.”
On a personal note, Susan lives in Hope near where she grew up. “I like living in the country”, Susan said. “It’s a great way to relax and get back to the natural life after a day in the high-tech world.”
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