Issue tracking system

Reading: Introduction to Help Desk Support Roles

The topic discussed in this article matters to what we're studying in this module because it highlights the importance of soft skills. One huge skill is effective communication. Especially since the use of effective communication will not only help us secure interviews but also help us be good employees for the company and a good first line of communication for a customer.

Lab 3 was able to replicate a help desk scenario for us. Of course, technical issues are important to be able to complete the ticket but also the observations you made while completing the ticket and writing those out for future reference (for yourself and colleagues).

This article reminds me a lot of the Code Fellows admissions process. Specifically this section, "Even if help desk personnel cannot fully resolve the problem, they need to provide assistance in such a way that leaves the customer with a favorable impression of the organization."

Before becoming an advisor, I was a coordinator. A coordinator is the very first person a prospective student comes across on the phone lines. Although I didn't know everything and wasn't always expecting that person to become a student, I had to make sure to provide an empathetic and helpful attitude.