10 Help Desk Skills IT Support and Help Desk

We’ve recruited over 180 help desk engineer agents and delivering over two million chats for brands like Yell.com, SES, BFI, and Curzon. That’s why we’ve come to realize that these are the eight top customer service skills every customer service team needs to delight customers and win the battle of customer experience. IT help desk jobs typically involved troubleshooting general IT problems. They allow businesses to track and identify issues and resolve underlying problems.

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Signing up for volunteer opportunities can also signal your desire to acquire more skills and knowledge in your speciality. An awesome support agent is an informed champion of their products. They’re enthusiastic about using them, understanding how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not just how to fix it when something breaks. This type of passion for the product shows up in customer interactions, and it’s infectious. Support jobs can be difficult, but this person doesn’t allow negative customer interactions to become contagious. In the face of a tense or charged situation, this person knows how to stay logical and focus on solving the issue at hand.

Help Desk Technician Interview Questions

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.


Handled multiple technical support calls for global organization. Help faculty and staff troubleshoot hardware, software, and connectivity issues. Answered customer inquiries and provided customer service and assistance within my area of responsibility.

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While both lines are imperative to a successful customer experience, it’s important to divide these segments to build your support model’s efficiency. It ensures that your organization can scale while continuing to offer development opportunities for your current team. In short, it’s important to give new agents the ability to learn about the product and customer base in the first line of support. Our friends at Bain found that 80% of companies thought they delivered a “superior experience,” butonly 8% of customers agreed.

  • Another positive side effect is your users will be happier since shorter calls mean less time on hold waiting for a technician and less time spent on the phone working through the issue.
  • The most important thing is to approach each situation with a level head and focus on the task at hand.
  • Moreover, you must demonstrate a willingness to learn and adapt to new tools whenever needed.
  • It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters.
  • Below we’ve compiled a list of the most important skills for a services desk technician.

Take your customer support to the next level andjoin HelpDesk.Test this ticketing system for 14 days at no cost. The knowledge of the first line support agents often proves to be a lifesaver in basic customer cases. I’d like to note here that all companies support customers in different ways, and no one approach or support model is better than another. However, there are certain industry practices that, when implemented, give you an edge in the customer experience space.

Top 10 Help Desk Skills Your Staff Need

But how will these teams of less technical staff deal with consistently more complicated, and more technical, issues and requests. Help desk professionals need the ability to deal well with complaints because technology customers can become easily frustrated. Sometimes, overly technical help desk professionals can lose sight of the emotional frustrations that come with a bad experience. Having the ability to listen well to a customer’s problem shows respect, diffuses the customer’s negative feelings and allows you to fully understand the problem. Effective complaint management can lead to a highly satisfied customer. Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support.

  • Level or Tier 2 – Requires having customer service experience and knowledge of networking, security, servers, PowerShell and routers.
  • Possess strong customer service and self-management skills along with excellent communication skills.
  • For a help desk technician, time management can’t be overemphasized.
  • If you’re worried that there might be confusion during an interaction, take extra time to ensure your customers get your point.

An IT helpdesk engineer can also earn a good salary and IT help desk jobs are always in demand. A good IT help desk person should be able to analyze the end-user problem without wasting too much time. A good help desk technician should also be able to decipher incomplete information from an end user in order to help determine the true root cause of the issue..

Personalizing your customer service experience, empathy, attentiveness, and tailored solutions will let customers know that you’re there for them. You can have the best product, the most attractive price, and the most captivating mission, but if the service you deliver to customers is poor, you’ll lose customers and revenue. Customer experience has become the battleground that brands need to win on in order to grow and succeed. It’s easy to get so focused on metrics like response times and average chat duration. However, it’s the entire experience that you deliver to customers that keep them coming back and buying from your brand. Technical skills and qualifications are still the first things companies are looking for when selecting a help desk technician. Most IT companies know what abilities potential help desk technicians need to have to get a job in their organization.