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Customer Service Challenges For Tech Support Help Desks
By CambodianNetworks.com
The technical support desk faces special challenges that differ from other customer service functions. From hiring, finding the right training, to organizational challenges, the tech support manager has special concerns.
In the hiring process, most managers look for a high degree of technical aptitude. While a technical understanding is essential in delivering support to users, also important is the ability to communicate well and empathize with the customer's situation. Thus the technical support representative's level of emotional intelligence is critical to success.
Surveys have found that while managers might perceive the most sophisticated tech support rep as being
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HELP DESK, WINDOWS 2003, MICROSOFT OUTLOOK, LOTUS...]]>
Help Desk Job Description:Candidate will be answering first-level technical phone calls from Retail branch ... be able to sit for long periods of time.Experience in a help desk environment and/or within a...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems? and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk environment and/or within a computer/network-related field will be beneficial.
Join TEKsystems and get your career on the fast track. As the leading technology staffing...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting.Ability to interact with medical staff and skilled at thinking on your feet a must. All...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
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Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
Help Desk Analyst II Tier II help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting. Ability to interact with medical staff and skilled at thinking on your...]]>
Help Desk Support Professional. Responsibilities include technical phone support of Lotus Notes, MS products and SAP. Candidates must have a minimum of 1 year corporate Lotus Notes...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
Help Desk Analyst I Help Desk Analyst position previous experience w/ phone support using a ticketing system required. All candidates must have a strong desire to succeed. All applicants applying for U.S. job openings must be authorized to...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
help desk or call center. Document resolution to common ... and standard operating procedures used in a technical help desk or call center. Applies technical knowledge and...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... * Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help desk experienceUp to 1 year experience in training and developmentMust be able to support database and web based applicationsCollege degree preferred High School Diploma...]]>
the most valued by the customer, surveys find that IT support professionals who possess the highest level of empathy tend to win highest evaluations from customers. Their empathy drives them to find an answer and explanation for the customer and to focus on customer satisfaction. Technical aptitude alone will not ensure success as a tech rep. Aptitude and training in both technical and specialized customer contact skills are requisites for a successful tech support desk.
In dealing with external customers, a lack of engineering support can create frustration. Often engineering is consumed with developing a new and improved product, rather than supporting the current version. This puts tech support in an awkward position of supporting a product that might have flaws or bugs, and yet not getting the level of cooperation needed from internal sources.
IT help desks are more likely to support internal customers rather than strictly external product users. In this role, tech support can frequently be taken for granted. Often the 'internal customer' becomes overly reliant on tech support. The internal customer might be less inclined to solve the problem independently, in favor of relying on tech support to resolve all problems. The tech support professional must have patience, resources, and coaching skills to encourage the customer to resolve problems independently.
These are some of the unique issues facing technical support. Whether dealing with internal customers, or external, the tech needs a high level of people savvy, technical knowledge, and diplomacy.
www.cambodiaitcity.com
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Additional
Resources
Developing Emotional Intelligence
By CambodianNetworks.com
Developing Emotional IntelligenceArticle by Donna EarlDeveloping Emotional Intelligence Managers ask how they can evaluate their emotional intelligence (EI) and increase their EI Read more...
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Additional
Resources
Why Bother With Help Desk Software?
By CambodianNetworks.com
The advancements in the information superhighway have made many people dependent on technology for their personal and business activities. People today are becoming highly dependent on technology Read more...
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