IT Helpdesk specialists need technical knowledge and strong customer service skills to solve successfully issues. Being a Director, you have to know about this position for effective recruitment. This article can help you.
IT Helpdesk - an essential position for almost organizations
For many organizations, the IT Helpdesk plays as the face or the front of house, of the IT team. You will address employee issues and service requests. Additionally, they deals with most of the communications between end users and the IT organization. In fact, you are an important player in delivering IT services to the business and has some necessary responsibilities to be successful.
IT Helpdesk supports the deployment of new IT technology and services. In most cases, you support internal users and external customers sometimes, as needed. IT Helpdesk is a fast-paced job. When clients announce a crashed computer, a glitch in their software (or a suspected virus), they were probably working on a deadline. At present, suddenly their deadline becomes your deadline. Accordingly, end users will expect you to know how to do everything with technology and fix the problem within 15 minutes only.
A good IT Helpdesk will be smart enough to act more like a bartender than a help desk tech. You need to listen to people’s problems for the majority of your day. We can say that this job just likes a bartender, you have to be friendly while receiving information.
What is main responsibilities of an IT Helpdesk?
IT Helpdesk delivers customer service well
First and foremost, the number one responsibility of IT Helpdesk is to deliver against end-user needs while providing great customer service as well. For some IT organizations, they can not do that. They mainly focus on internal end-users with policies and processes and serve technical teams ahead of customers.
IT Helpdesk teams need to exist to serve your organization’s end users and the other roles. This job include providing customers with information they need, resolving their tickets efficiently. In addition, IT Helpdesk will communicate with them about business impacting issues and changes. The fact that end users ultimately want to be treated as human beings, rather than IT asset custodians. Ideally, they can be as real customers.
IT Helpdesk provides accurate reports
Reporting is one of the most essential tasks of IT Helpdesk. The reports indicate that how well IT staffs do their responsibilities (both individually and collectively); the number of incoming incidents and requests, probability level of service. IT Helpdesk staffs can highlight issues causing repeat incidents, identify ticket trends and even show ongoing escalations.
These reports are useful for tracking data and performance over time as well. The IT Helpdesk needs to use them for demonstrating how your IT support levels are improving.
IT Helpdesk shares collective knowledge
They should have capability of knowledge management. It is a great way to share the knowledge with your team – both individually and collectively. If you have good knowledge base, you can provide relevant information to your end users and technical teams alike.
These articles are only accessible by staffs who need and perhaps authorized to use them. If you know how to share your knowledge, you are able to prevent calls coming in. As a result, it helps to reduce ticket volumes and workloads and facilitate both customers and agents.
How does an IT Helpdesk meet his job requirements?
Skill of researching end-user habits
IT Helpdesk can make surveys of customer satisfaction levels. The best way is just straight-up asking them. You can perform with online surveys, after-call surveys, or even face-to-face interviews. Customer feedback is crucial. It tells you what’s working and what’s not. Therefore, you can adjust operations, and even policies, accordingly. Lastly, it is similar to be free consultancy.
Skill of making reports
Accordingly, you need to know way of presenting consistently present the figures well. You will have to share your weekly and monthly reports around your IT department and wider afield as proper. Therefore, everyone can have a view of your reports. They should identify patterns, highlight trends, and spot any anomalies. IT Helpdesk can use visualizations to present data. That's because graphs, and similar are much easier to consume than raw data in an Excel spreadsheet.
Moreover, you can use your reports to alert IT managers and teams to potential issues. This helps highlight where issues are, or will be, and enables you (or others) to get ahead of the game. Then, your team will get a fix implemented before disaster strikes.
Skill of evaluating documentation Your knowledge base can become fairly useless if you do not regularly review the documentation. These articles can not be found, be difficult to understand and use or have become outdated. You should add review dates to each document so as to avoid outdated content. Besides, IT Helpdesk can either update it, what needs expanding to use, what need deleting. It is good to consider how many tickets are being created for which knowledge articles already exist. Then, understand why the relevant knowledge articles are not being used.
Get the right IT Helpdesk rapidly with JT1
A good IT helpdesk will make your business to handle customer queries easily, efficiently and even create an exceptional support experience. Therefore, choosing an IT recruitment agency that helps you do this can be difficult. Every company need something a little bit different. Whatever you choose, it should adapt to your workflow and support style. This means it’s easy for your agents to navigate and respond to customer issues more rapidly.
The right IT helpdesk will help your business consistently create the quality of customer service you want to provide. That’s why a lot of businesses choose JT1 Recruitment Agency.
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-- You are an IT Company or IT Employer finding experienced IT candidates but have some difficulties in recruiting. JT1 - IT Recruitment Agency has been providing IT specialists in IT Helpdesk positions from our database with 20.000+ qualified candidate profiles completely in IT. JT1 has cooperated and satisfy the demand of professionals IT Recruitment for more than 1000 employers all over Vietnam, including leading companies in the IT market. If you have any further questions, please follow and don't hesitate to contact us at: https://www.jt1.asia
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