IT help desk support provides a superb view of the core workings of an organization, connects with clients, and learn about their experience with your company. They are an integral and crucial part of managed IT services. With technology evolving at an impressive rate, and personnel being replaced by chatbots, the role of the IT help desk agent has also changed. This means that these agents have to have enhanced soft skills to make the customer experience more superior. Let’s check some of these soft skills.
- Troubleshooting/Problem-Solving Skills
Being able to troubleshoot is an essential part of being an exceptional IT help desk support expert. From the submission of the ticket, it is crucial to know what questions to ask and gather the relevant information to help solve the problem and provide solutions. Every day brings different challenges, and it is an added bonus if the staff is gifted in troubleshooting and problem-solving.
- Ability to Perform Under Pressure
This is one soft skill that will be tested regularly, if not daily. So if you are not known for keeping your cool under pressure, every workday will be a nightmare. From a critical business system crashing, an onslaught of client complaints, to constant phone calls, keeping calm is a non-negotiable virtue. All these problems can be tough to solve, but what if they all occur at the same time? This kind of scenario calls for a calm and collected professional.
- Communication Skills
As IT service desk agents, it is absolutely vital to be able to communicate in a wide array of ways. These include email, face-to-face, over the phone, among others, meaning that you have to be good at both written and verbal communication. Excellent communication skills also entail being a great listener. It is crucial to know that listening and understanding what clients are saying is essential to know how to respond.
- Respect and Empathy for Clients
Empathy is a vital part of working on the IT help desk. You will interact with clients who are upset and angry maybe because they have deadlines to beat and the system has crashed, plus a myriad of other reasons. Put yourself in their shoes and work together to solve the problem. Active listening and repeating what the client has told you are excellent ways of showing that you’ve understood their issue and that you care.
- Passions for the Services/Products
An impressive service desk agent should be a knowledgeable champion of the company’s services/products. They should be enthusiastic about the products, understand their workings, and try to improve them. This kind of passion naturally translates into an in-depth understanding of the products or services, and it comes in handy when solving any arising problems. The enthusiasm is usually infectious, and it is evident during interactions with clients.
QualTel Technologies IT Help Desk Support
When you are searching for a managed IT services provider, it is in your best interest to ensure that they provide impeccable help desk support services. With QualTel Technologies, you will be in for a real treat as far as IT service desk support services are concerned.