Top 10 Qualities to be a Help Desk Pro

IT help desk people are always busy to help disgruntled, unhappy, frustrated users who often blame IT for their technology issues. As the economy hit the recession, the volume of the IT Helpdesk job escalated further. But, there are smart IT helpdesk people who make the customers happy and productive. Naturally, the next question comes how they make their customers happy. E2’s Perfect IT Series lists 10 essential qualities that an IT Helpdesk Pro should possesses.

• Knowledge: This is the single most important thing that the helpdesk person should know what he is doing. That’s why you have to have a sound knowledge on technology. If you do not understand the problem, all the knowledge base and social networking skill is not going to help.
• Calmness: You should also emphasize to keep your cool when things are going in the wrong direction. People get angry very fast in case of any computer related problem. Defusing the situation is the first solution and that needs lot of skills.
• Speed: It is nice to solve the customer issue. But, it is also equally important how quickly you can resolve the issue and move to the next one.
• Attention to Detail: In order to make the customer happy you have to make sure that every required app is installed and ready to run. Also the user should have access to right printer and fill out the call log.
• Curiosity: Sometimes the help desk person may not have an answer offhand to the problem. However, you should not give up. You need to keep on looking until you find the right answer.
• Prioritization: You should not give equal weight to all of the call logs. It is crucial to know which call needs immediate attention. In other word, you have to prioritize the call.
• Social Networking: You may not know everything about IT support. But, social networking skills can help you gather knowledge. Social media is also a good way to work with the end clients.
• Respect: End user may be clueless about certain things. Nevertheless, you have to treat them with proper respect so that they do not feel alienated.
• Courage: The days may be long, the task may be thankless and the pressure may be too high. Despite all of the constraints, smart help desk person stands up against all of these obstacles and get the job done.
• Sense of Humor: The issue may be trivial. In order to keep yourself out of tension, sometimes you may laugh at the circumstances. Please, make sure that the end user doesn’t see it.