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  1. #1
    Star Lounger
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    Question Help Desk support and Mac

    I just joined the PC Support department for a large retailer. We're almost 100% Windows (~600 devices). Heard yesterday that the Web Development team will transition to MacBooks very soon. Our supervisor said to expect other Macs to "invade". He's going to take the lead on figuring out how we'll learn Macs so we can support them, but I want to be proactive - and possibly help the rest of the team.

    While I can find many resources on the mechanics of integrating Macs into a Windows environment, I'll finding very little on how Help Desks are meeting the challenge. I'd say most, if not all, of us do not have experience with Macs. We don't have SLA's within the company, so support could be 'wide open'.

    For those who've gone through it, how did you get your techs up-to-speed on Macs? Any lessons-learned you can pass on? How about books & articles for further reading on our own?

    Mike
    south-central Nebraska

  2. #2
    Plutonium Lounger Medico's Avatar
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    You might want to check out some Mac forums. you might find more pertinent answers there. Many of us have no experience with Macs either.
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  3. #3
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    For Tech Support for Mac's in a Windows environment, take a look at specific Apple training resources to get yourself on the path to certification.

    I guess you are aware of the Windows/Linux tech support differences, and so it is with Windows/Mac. In a previous employment, we had dedicated specialists for Windows, Linux and Mac. Everyone could assist with Level 1 and 2 support on any platform, but when we got to Level 3, we had to forward the issue to the relevant specialist.

    This may be a model that you could propose to your supervisor, perhaps putting yourself forward as a candidate for the Mac specialist. However, if you are in a small team working in a multi-platform environment, I would suggest that you keep your base fairly broad.

  4. #4
    Star Lounger
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    Thanks guys.

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