Being a Help Desk Specialist may sound like a simple task but it’s more than just being able to assist with a client’s technical issues. Through my experience as a Help Desk Specialist I encountered plenty of situations that required me to think of a solution while under duress; one thing I realized is that patience is key. Being patient allowed me to use my listening skills to understand the issue at hand, despite the client being agitated and figure out a timely solution. You must ensure the client remains calm throughout the process as you guide them along the troubleshooting procedure, even though at times they may become infuriated with the situation at hand.
For instance me and my colleague came across a ticket that required maintenance of a printer scanner. It was a time sensitive matter being that it was for Operational Room activities so the client was quite stressed. During the time it took to resolve the issue the client became more irate as time passed; my colleague and I remained reminding her that we understood her stress but were diligently solving the issue while walking her through the process. After it was solved we apologized for the wait and ensured the Printer Scanner operated smoothly; the client politely explained her frustration and thanked us.
Inevitably you’re going to deal with some difficult people due to work stress but understanding the pressure that they’re under when applications doesn’t work properly helps you gain clarity of the matter. If you think Help Desk is the direction you would like to take on your IT journey click here for a few helpful tips to help you along the way.