Evolve IT help desk skills to meet modern user demands

Help desk support is another way to say in-house technical support, which deals with all kinds of maintenance and support tasks such as software installation and network maintenance. I’ve put together a list of the top 10 IT skills to look for when hiring new help desk employees. This list is also helpful if you’re looking to start your career in the IT help desk field and want a head start on the skills you need to know. Getting started as a help desk professional can be as easy as earning a foundational IT certification.

basic help desk skills

As such, they must have a good working knowledge of a wide range of software and hardware. Their job description primarily entails providing users with all hardware and software technical support. Code Spaces is a platform for learners to find the best courses, certifications and tutorials on the web. Our team of experts handpicks these resources based on several parameters and brings to you the best recommendations that you can use to learn a new skill or upgrade your existing knowledge. These resources include both free and paid ones created by top professionals, schools and companies.

Online Courses For Services Desk Technicians

Attend demos for all the tools you’re considering, and when you’ve whittled it down to your final few, do a live help desk engineer trial if possible. Depending on your specific use case, some features will be more important than others.

  • To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely.
  • Axelos offers a popular ITIL Foundation training course teaching participants the basics of customer support and how to use help desk tools.
  • The answer to a customer’s question may not always be black and white and may take additional information like context or understanding of the system from different perspectives to conclude.
  • Top help desk analysts go above and beyond to ensure callers’ issues are fully resolved so that tickets aren’t reopened.
  • Candidates at this level will need a good all-round knowledge of common IT issues.

Empathetic help desk technicians can better connect with their end users and make them feel understood. To be a successful help desk technician, you must have business awareness. This means immediately asking an end user where they are calling from and about their role within the company. Knowing this gives the help desk technician a gauge for how critical the end user’s problem is. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles.

Hiring IT Help Desk Technician job description

Include some help desk interview questions that assess soft skills like patience and empathy. As technology becomes more advanced, businesses are starting to use remote support tools to help them manage their IT infrastructure. This allows them to get help from professionals without having to bring them into the office. The need for more technical talent is a trend that is being felt across all industries, as businesses are increasingly relying on technology to run their operations. This has led to an increased demand for IT help desk technicians who can provide support and troubleshoot problems.

Now it’s time to go one step further and create your list of essential features and “nice to have” features. Ask your customer service team to write down all the customer service tasks they can think of, and sort them into two buckets. The help desk you choose can’t deliver great customer service for you, but it is a critical early step in setting up customer support at your company. The right help desk will help your team consistently create the quality of customer service you want to provide. Remote help desk technicians often use specialized help desk support software to take control of end-users’ computers to troubleshoot, diagnose and resolve complex issues. In addition to HubSpot’s free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools.

Creates and cultivates a playful and relaxed work environment.

By the end of your interaction, you’ll hopefully have changed their mood entirely, which makes your job much easier in the long run. You don’t need to weave words of gold like Hemingway, just enough to explain a problem and solution so others can understand your solution.

  • You also get access to a host of productivity and automation features, as well as over 1,000+ integrations to connect with other tools in your support ecosystem.
  • IT ticketing systems are used in many industries, from IT work to project management.
  • One of the best ways to acquire the skills needed to be a services desk technician is to take an online course.
  • IT help desk support staff helps end users, employees, and companies, efficiently use IT hardware and software and address issues or challenges that may arise from using them.
  • Tier 2 is less customer-oriented, focusing more on resolving issues and closing tickets.

Most medium and large sized companies have their own internal IT help desk support teams to address internal hardware and software issues that their employees face day-to-day. Additionally, product-centric companies have their own dedicated Technical Support and Help Desk teams to help customers of their products with after-sales concerns and services. The first of these skills has long been sought-after for service desk analysts. It makes sense, because they’re usually interfacing with people whether via telephone, email, or chat (including video-based interactions). Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support. They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization.

How to Become a Help Desk Support

You also get an allowance of incoming minutes to handle customer phone calls . Support staff can’t work in silos when the applications they service are no longer in silos. For example, support personnel must know a little about Windows and Linux, as well networking and security. They don’t need to be experts in these fields, but they must understand core concepts. It will certainly make service desk recruitment trickier, and the same is possibly true for service desk staff retention.

basic help desk skills

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