6 Things Every Help Desk Technician Should Be Doing

Help Desk Technician
Help Desk Technician

Being the 1st line on support isn’t the easiest job. Some days might be calm and peaceful, and others may make you feel like a worker at a store during Black Friday. Either way, it’s important that you are able to present yourself in the best way possible. Although there isn’t a set way to do things as all companies work differently, there are a few things you can do to ensure that you are delivering your service in the best possible way.

Here are 6 things every help desk technician should be doing:

Customers always come first – We’ve all been there where the person on the other end may have an issue so small and easy to fix that it infuriates you. There’s probably been times where they overcomplicate things and give you a hard time. At the end of the day, they are your customer. So make sure you give off the impression that their issue is your number one priority, even if it isn’t.

Robust awareness of your business – You should always have the natural instinct of asking who and where your customer is calling from. This will allow you to get a better understanding of how important the issue is and where and how you should prioritise it. For example, if it’s someone you know who is a major sale, you will do everything in your way to make sure that they are getting a solution to their problem as soon as possible.

Think analytically – You should be able to analyse a situation and have a solution preparing as soon as possible. This is to ensure that you have taken all possible outcomes and come up with the most efficient solution possible.

Working under pressure/high workloads – It is scary when you think about it. Being called off-guard and having to find a solution immediately. What you’ll find is that taking things such as soft skill tests will help increase your technical skills and confidence, resulting in the pressure not being able to take a toll on your mental. It seriously makes things a lot easier when you are feeling confident about yourself.

Be patient – Rushing someone who has been waiting for your time will only run their temper shorter. Instead, adopt a friendly tone and take your time. At the end of the day, the person on the other side of the call might not be as technically skilled as you, so give them the time to gain an understanding of what is going on.

Work with others – We can’t stress this enough. If you have multiple people in your team, communicate with them! Just because you may not have the answer doesn’t mean somebody else might not. Ultimately, it just makes your life easier and gets the client’s issue solved quicker.

We hope you find these tips helpful and implement them into your day to day lives.

If you would like to find out more, head over to www.ridgeworks.co.uk or give us a call on 0113 216 6777.


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