Help Desk

I have learned a lot about the way a business works since this class has started. Were moving very rapidly through the book and one thing that caught my eye was how big of a role the help desk plays.

The help desk technicians provide solutions to customers' network problems. Help desk user support usually exists at three levels. Incident management is the basic procedure followed when a help desk technician initiates the standard problem-solving processes. Help desk operation relies on opening trouble tickets and logging information.

Customer service and interpersonal skills are important when handling difficult clients and incidents. It is very important as a help desk employee to keep your cool under all of the difficult situations. I know I would have a hard time keeping cool when someone is cussing me and yelling to get something fixed even though its not your fault they are just mad at the whole situation and so I think them taking it out on the help desk makes them feel like the right people are getting an earfull. For the help desk people to lose their cool they could lose clients and customers, they could get into trouble or even get fired. It is important for the help desk employees to work quickly and throughly. Some of the skills that are consistently used in successful help desk communications include:

- Preperation

- Courteous greeting

- Listening to the customer

- Adapting to the customer's temperment

- Correctly diagnosing a simple problem

- Logging the call

The help desk really plays a huge role in customer satisfaction and ultimately can make or break a business. The help desk possibly plays one of the most important roles in the company.




Here is a kind of funny picture about help desks.