Ten rules to keep tech support sane


Help desk work requires far more than just knowing how to sort out a user's computer problems. If you think you have what it takes to succeed as a remote support specialist, see how you stack up against the 10 tenets that I list here. They are designed to help you understand exactly what it takes to enjoy a long career in this field.

If you've done any remote support, you'll know that users can really tax your patience. I have actually had users seize control of the mouse from me while I am trying to solve their problem - just so they could compose an email.

Many users seem to think their problem is the only one you have to deal with and prevent you from working efficiently. Some of them struggle with the terminology needed to communicate their problem to you. It is essential to have patience in reserve when dealing with these types of people. Not only will your patience help them, it will keep your blood pressure down.

Photo credit: programwitch/Flickr

For more read 10 tenets that will help remote support techs succeed (and stay sane) by TechRepublic's Jack Wallen. This gallery was republished from ZDNet UK.


Jack Wallen is an award-winning writer for TechRepublic and He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website