Are you looking for an online job? It’s pretty essential now because of the health risks and the harsh economic landscape in the Philippines. But it’s hard to find the perfect remote working career for you.
If you have a knack for helping people and you have some background in IT, then becoming an IT help desk support specialist might be right for you!
What Do IT Help Desk Support Do?
Sometimes, products will have problems and glitches that a company needs to address. And their first point of contact is IT help desk support.
Contrary to technical support specialists, IT help desk support aims to resolve simple IT problems. They diagnose and troubleshoot. And quickly lead the customer to immediate solutions.
In cases that the problem might be too technical, they transfer the client to a technical support specialist to handle their qualms. Companies need both to filter the issues that are quickly resolved to the complicated technical issues that need further attention.
Now that you know the difference, how do you become an in-demand IT help desk support specialist? Here are 7 skills you should have.
Basic Working Knowledge
Most IT help desk support don’t need an IT or computer science degree to help their customers. But it doesn’t mean that you have to be utterly clueless about it. You should have a basic working knowledge of the tasks.
You should know how the system and equipment work to troubleshoot and guide your clients well. In this way, you can find a better solution for their problems.
Listening is essential for this career. You need to get the tidbits of information from your customer’s concern. Because sometimes, the problem is not in their statement at face. Maybe it’s in between their lines.
You should catch these nuances to find the right solutions. And that involves listening as attentively as possible.
After knowing the details of your client’s problem, you should now analyze the situation. IT solutions are not for the faint of heart. Sometimes, it can be pretty complex.
What are the factors that are causing the problem? Analyze the situation to process a solution after.
As an IT Help Desk Support Specialist, your job is to solve as many problems as possible to make your customer happy.
What are the common problems and fixes for each scenario? What are the reasons that lead to the solution? Did you troubleshoot enough to diagnose the problem? Your problem-solving skills will be tested in your career.
Communication is vital in helping your customers. You need to understand their concerns and guide them in a way that they can comprehend.
What do you say to troubleshoot their problems? What if the client is furious? Do you know how to handle them?
You should be able to communicate well and straight to the point to fix the problems right there and then.
Not everyone understands how your product works. Things that might be simple for you can be highly complicated for them. That’s why you should have patience in assisting your customers.
It might take a while for them to discern what you mean. Be patient in instructing what to do. It will go a long way.
You will encounter clients who are enraged and rude. Do you give back disrespectful treatment to them? That’s a big NO!
Coupled with your patience, you should have the empathy to understand where they are coming from. They might be just frustrated with the error because they need your product now. Or maybe they’re having a bad day.
You can’t control these scenarios. Still cater to their concerns.
You need to understand them and be as respectful as possible. You’ll never know. This kind gesture might lead to a loyal customer afterwards.
Are you ready to nab your career in IT Help desk support? Cultivate the following skills, and you’re sure to find the remote working job you’ve always wanted.
If you’re still looking for opportunities in this field, check this link to find out more. Cheers!