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Help Desk Support

By dmiles ·
How to prepare for Help Desk Support Specialist?
What training soes one need for this position?
What to expect in an IT enviiroment?

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by TheChas In reply to Help Desk Support

Nice to see you are still around.

All of your questions are very dependent on the environment and culture of where you are working.

A company with a lot of engineers, expect to find a lot of people who think they know computers and who will go out of their way to try and bypass network policies and restrictions.

For a company that maintains a call center, any downtime is a very bad thing. Expect a lot of pressure to keep things running with no impact to the business.

For a general office with non-technical users, expect a mix of people who think they know about computers and those who hit random key combinations and wonder why their computer locks up.

Training? That can run the gambit from an Associates in computer science to A+ with some specific MSCE certs.

Aside from direct hardware issues, I believe that our IT group spends most of their time split among Password Rests, Network Connectivity, and Network applications.
It does not help that many of our network applications have conflicting software requirements.

Chas

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Learn how to be a happy interrogator problem solver

by sgauss In reply to Help Desk Support

If you are working the Help Desk the first thing you have to do is realize you are dealing with people that are upset and frustrated. They have been fighting their problem long enough to call the help desk and they will usually direct that frustration to the first person they talk to...which is going to be you until you move up the ranks to advanced tech support. Don't be offended if your caller is irate the moment you answer the phone.

First introduce yourself and let them know you are here to help. If you seem happy to help them then they will be more likely to explain their problem in more detail.

Second find out what the problem is.
If you don't understand EXACTLY what the problem is ask for clarification, in a way that does not make them think they are stupid or ignorant because they did not explain it correctly, but so they feel that you have never experienced exactly what they are going through and you would like more detail so that you can get the issue resolved as quickly as possible. (If you don't understand what the problem is then you can not find the solution!)

If you do not know the solution do NOT try to bluff your way through, pass the caller up to higher level tech support.

If you know the solution then explain it simply and with very descriptive steps. (Think back to when you first tried to master the command prompt....be explicit and take your time.) The caller would rather spend 5 more minutes with you fixing the problem than getting passed up to another tech support specialist, especially if you are nice, understanding and seem like you really want to help.

If you have a hard time connecting with the caller and conveying the answer to them, then see if the caller is OK with you passing the call to someone else who has had this problem. An explanation from a different viewpoint can make all the difference (remember when you had that teacher you hated but everyone else liked? Same material, different source...it works more often than you think). Just make sure they don't think you are frustrated with them but that you really feel that your "buddy" knows this issue better than you and can help them faster.

Never forget you are there to solve a problem, not present yourself as an expert or look good. Think of the caller as your best friend or closest relative and treat them that way.

The technical side of your Help Desk training should come from your employer...if they don't train you in the areas you are supporting then start looking for work somewhere else...Every business has its own details and eccentricities. Let them teach you that.

You have to learn how to be the Solution Specialist, not the Help Desk Specialist.

Everyone loves a problem solver!

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