The most BASIC of help desk tech skills : ITCareerQuestions

Having virtual machines allows you to play around in a safe environment where your mistakes won’t result in you seriously screwing up your own computer. IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem.

  • Researched and implemented a redundant Internet access source to ensure 99% uptime.
  • He has authored several popular bestselling PC books and videos, and has taught over 2 million people including U.S. senators, U.S.
  • When you can’t help your own customers because of a help desk issue, a responsive, informed support team is hugely valuable.
  • Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality.
  • Humility and the capacity to accept constructive criticism from peers are required for a readiness to learn.
  • Lately, there has been a great interest and demand for these courses.

Resolve issues surrounding computer hardware, software, and telecommunications systems while demonstrating expertise in customer service and technical knowledge. Due to the volume and technical nature of enterprise business needs, in-house IT help desk support is the way to go. Help desk workers that are empathetic can connect with their customers and make them feel understood.

Jira Service Desk

No one can possibly know everything, and knowing how to effectively work with others will help you excel in this field. If you want a career as an IT help desk worker, you need to get familiar with ticketing systems.

  • They show basic information like their company, their role, and any previous interactions you’ve had.
  • They can get a robust IT foundational knowledge in a way that’s easy-to-understand.
  • I’m also looking for an entry level help desk role, maybe with sys or network admin as my first goal.
  • Even if you aren’t using HubSpot’s tools, you can complete their academy lessons for general customer service skills.
  • All the training and other materials are self-paced and available on demand.

Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure. Take one or two soft skills courses every year, as well as any technical courses related to your work function, to improve your skill level and confidence. Help desk personnel regularly work with other IT experts to resolve end-user concerns. A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely. Help desk personnel communicate with their peers even during routine tasks like shift changeover. Collaboration enables them to deliver value and should not be overlooked. Whether internal or external, customers expect prompt and courteous service.

Interpersonal Skills

While many of their functions are the same, such as managing support tickets and handling requests, help desks and service desks address different needs. Although these terms are used interchangeably, they are different once you get down to brass tacks.

Not only do you need to know which support channels are available, but also how quickly you’ll be helped and how competent are the team helping you. Use some of your typical customer questions as examples, and complete a support conversation from the customer perspective. Combining their different help desk engineer needs and backgrounds will give you a more effective way to tell if the help desk really will be a good fit for your whole organization. We also recommend you get the whole evaluation team looking at the same tool at the same time, rather than each person reviewing a different option.

Step 7: Find relevant Help Desk Support jobs, and apply.

Cited by internal customers for exceptional help desk service as they accessed the LAN/WAN in global offices and via VPN. Assist end users via phone calls, email, and desk side support through the proprietary ticketing system. Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory. These include how well the person interacts with others and how they make them feel when they speak with them. We’re firm believers in the Golden Rule, which is why editorial opinions are ours alone and have not been previously reviewed, approved, or endorsed by included advertisers.

basic help desk skills

It involves making the most of your time so that you can deliver maximum value to your end users. Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. To effectively analyze an end user’s issue, you must ask targeted questions about what they are experiencing. You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem.