I started working for the NMCI Network help desk in September. While I am still in training, I have worked with other analyst taking calls and providing assistance. So far, I would say 90% of every call deals with how we treat the customer. Let's face it on large networks, people that call in have deadlines to meet, possible facing issues with their machines not functioning properly, work possibly lost, and they need help. We, as help desk professionals, must get past the emotions, and not only recover the equipment that is malfunctioning, but the customer as well. I must admit, there is far more satisfaction in recovering the customer than recovering fixing the malfunction. When we hear the customer happy at the end of our call, it makes our day.

Gary