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Need some level 1 helpdesk related tasks and resolutions

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Excellent people skills are based in customer service metrics/requirements.
Think of it in the terms of knowing how to react to an irate user or someone completely lost in what it is they are doing it. If you have ever worked in a call center (especially corporate) There is a certain metheod to de-sculate and stroke the ego of the user. It's one thing to know the technology but it's another to explain it to someone in crisis. (Which is everyone calling the help desk) If your stuck on "people skills" What i've always reminded my representatives in the past is: How would you explain this to your grandma?
It's cliche but keep in mind we are all end users to some form of new tech.
Some catch on quickly and well some others.......might need extra care.