Occasional writing on
service, habits & the book
Customer service in the IT industry, the program, and the book.
October 2026
Helpdesk Habits week announced all kinds of changes to the program and content. This post brings it together in one place.
October 2026
Why the MSP helpdesk drives referrals, recommendations, renewals and reviews, and the practical habits that help technicians turn everyday tickets into loyalty.
January 2025
Five years since publication, and what has changed in helpdesk customer service since.
February 2023
A step-by-step guide to putting your certification where future employers will see it.
June 2022
The certification exam and personalised certificates arrive.
July 2020
The launch of the full Helpdesk Habits video program.
July 2020
Mark's session from ConnectWise's Connect IT Global conference.
July 2020
The commercial case for training the human side of the helpdesk.
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