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Help Desk

Help desk workers are vitally important to many organizations, particularly those that aren't tech companies but which rely heavily on tech, such as healthcare. Today's healthcare companies and organizations are dependent on tech for patient charts, billing, research, patient care, biotech equipment and many other aspects. Keeping these systems operational is vital to the function and prolonged system failures can literally be a matter of life or death.

The persons operating these systems are not tech professionals. They are doctors, nurses, other care givers and administrative personnel. They depend on the IT department to keep their systems running and quickly resolve issues when they arise. Their first contact when tech goes wrong is typically the help desk. Help desk workers must be able to use soft skills to help them diagnose the cause of the problem and communicate with the caller. This may often include being able to explain tech concepts in non-technical terms so the caller can understand and be helpful in resolving the issue. Hard skills, such as knowledge of the systems involved, must be combined with the soft skills to accomplish the task as quickly as possible and minimize downtime so the important work of patient care can resume with as little disruption as possible.

Source:Pearson