As an IT Help Desk Specialist your job would be to provide technical support to users. You may need to work your IT magic over the telephone or you might work at an actual help desk to assist people who bring hardware in for service. Either way, you need to have a positive attitude, great problem solving skills, super attention to detail, and a lot of patience. Your customers won’t know all you do, so you it’s up to you to share your knowledge and help them out of their particular computer jam.
Here’s just some of what you’d need to do:
1) Interact with customers in a professional and helpful manner
A great IT support person sees the customer as an equal partner and considers themselves an extension of that customer’s team. What would you do to help Team-You? You would try to understand all that the customer is going through. Whatever the issue is, it’s important to them so what can you do to help? Use your skills and resources to go above and beyond. Treat customers with patience and respect. As an IT Specialist, it is important that you acknowledge customers by name, build a good professional relationship with them and provide them with good service regardless of how much they do or don’t know about the technology they own.
2) Identify problems with computer hardware, software, and networks
Your customers may come to you with relatively common problems, such as the Blue Screen of Death, not being able to log in, and accidentally deleting files. Other times they might not be able to connect to Wi-Fi or maybe their hard drive can’t handle their most recent software update. It is your job to assess the situation and work effectively to fix their problem.
3) Work efficiently to solve technical issues
Working efficiently is essential to your job because of all the customers you might have on a daily basis. It is important to make sure you weigh the gravity of each customer’s computer issue along with the order your customers came in. Balance is key as an IT Help Desk Specialist.
4) Accelerate problems you cannot solve to people who can
Make sure you have a good relationship with your co-workers and supervisors in case you need their help on a project. Different people have different strengths. So if you know more about software but the issue you are working on deals more with hardware, it is helpful to know you can rely on someone else. This goes both ways. Often times throughout your workday, you and your co-workers will balance out each other’s work loads. This is especially the case when you are unsure of how to proceed on a problem. Teamwork is key.
5) Document your actions and their results
It is important to document all the steps you take for every problem and every customer. It ensures consistency and also helps you expand your own knowledge base. Many companies have self-service portals you can add to and send customers to that offer self-serve suggestions for common problems and solutions. You’d need a good knowledge of what’s there and what questions users might ask. Knowing how to use these tools will help you learn new and improved ways to help your clients. You’ll also want to collect your own library of resources and documentation for IT issues that you and your team can share and update regularly. Updating and documenting the actions you take with your clients will help you solve problems more quickly and broaden the level of service you are able to provide.
6) Research the most recent methods of tech help options
It is vital for you to keep learning about new technology so that you can offer the most helpful advice to your customers. There are constantly new articles, blog posts, and videos on new technology as well as ways to help people learn how to use that new technology. What can you learn next?
As an IT Help Desk Specialist you have to wear many hats. If you are interested in training to wear these hats, contact us at Career Quest Learning Centers by filling out the form or giving us a call at: 877-481-4930.