Introduction to Help Desk Support Roles - benjamin-s-hobbs/reading-notes GitHub Wiki
IT Help Desk Staff need to have a wealth of both technical knowledge and interpersonal skill to be the front-facing support to customers that call in to the help desk with their issues. Help Desk needs to be skilled in communication to address and hopefully resolve the customer's issue, and also to refer that issue effectively to elsewhere in the organization in a way that instills confidence in the customer that they are understood and their needs will be taken care of.
While hard technical skills are likely most often associated with these positions, help desk professionals employ a myriad of hard and soft skills to to their jobs well.
Hard Skills
- Technical
- Security
- Troubleshooting
- Business
Soft Skills
- Communication
- Personal
- Writing
- Training
- Critical Thinking (Including Active Thinking, Active Listening, Exploring New Perspectives, and Evaluating Evidence/Symptoms)
User Categories
- Internal/External
- IT Knowledge Level
- Computer Usage (how do they use it)
- Environment (VPN, location, etc)
Processes
- Services Offered
- Incident Processes
Takeaways- Problem Ownership Chapter Review
- d
- c
- b
- c
- c
- a
- a
Things I want to know more about
How do we highlight soft skills if they are this important?