Being a technology help desk representative can be challenging, because they need to become a customer service staff with excellent technical knowledge. They need to become top performers every time. When customers have technical problems, they could get a bit freaked out, so help desk staff will need to be able to calm them. They need to maintain their patience, if customers get agitated by technical problems. When a device has malfunctioned, help desk staff need to be able to gain all indications of specific problem. If a computer doesn’t show anything on the monitor, they need to know the actual issues, because this could be caused by various problems. Help desk staff should be able to eliminate any fear of the unknown. They should know how to exactly solve a problem. They need to know what’s relevant or not in terms of troubleshooting. Customers should be convinced that the problem can be solved relatively easily and even a complicated issue can be broken down into manageable chunks that customers can perform.
Help desk staff should understand what customers are going through and what their current state is. Unfortunately, some companies dumb down their help desk staffs, to the point that they are expected to read from scripts. Customers won’t be convinced that their situation can be solved quickly, if they know that the help desk staffs are reading a script. People could sense this immediately, if the staff seems to provide cold and generic responses to their problems. There are different ways companies can improve their help desk staff. This could start by asking customers for their verification. Customers will be more confident if they know that their information is stored in the database. They will feel more connection to the company and they are not being treated like a random customer. The next step is to ensure that help desk staffs are able to provide problem description. They need to ask the right question to get the right information about the problem. As an example, there should be a list of problems that can happen to a device and there should be possible indications for each problem.
The next step is that, the help desk staff should start with the troubleshooting step. This should be performed effectively, so we are able to put an end to any of these pointless problems. So it is important for the technical help desk staff to immediately get right to the issue. As an example, in many cases, problems can be solved by restarting or rebooting the device. The device will return to the starting point, eliminating any issue. There’s no solution that’s more effective than rebooting the device. When rebooting the device doesn’t solve the problem, it may be necessary to reboot the related devices, such as routers or modems. If these preliminary steps don’t solve the issue, then we should approach to solutions that are specific to each device and problem. The troubleshooting method should be effective enough and it needs to be highly structured. When we do this, we could be sure that everything will get back to normal.
