#1 Customer Service Is King

There is a popular marketing saying that content is king, therefore in the world of the help desk support technician, customer service is king!

An experienced support technician might know everything there is to know about active directories and operating systems.

But if he doesn’t know how to adjust to the clients wants, needs and concerns it won’t amount to anything but complaints.

And complaints will ensure the IT team appears unorganized.

Which can determine the termination of a technician over time if he isn’t careful and able to adjust.

Styles Will Vary

Help desk support technician styles will vary.

For example; Some professionals relate to the bosses and others relate to the workers.

Nevertheless, the best of the best is the help desk support professional who can adjust to the needs of all positions and personalities.

The tech still has to complete the job.

But he is able to buy time to succeed or receive a pass if he messes up by providing top notch customer service if his skills are lacking a bit.

Fast and Friendly

Providing the best customer service is about being fast, considerate and friendly.

The quicker a tech can solve the issue and help the user back up and running the greater he will appear in their eyes.

Some technical issues require massive amounts of time to complete.

Therefore, it is a great strategy for techs to help clients get up and running quick with workarounds.

Then just come back later when it doesn’t interfere with their time and work schedule.

Some bosses are under time crunches and stress to achieve goals on deadlines.

They can’t afford to have their computer out of commission for an hour or so.

That’s why, this strategy is the best option when dealing with those situations.

Considerate and Courteous

Another successful strategy is to finish the bulk of the fixing when the worker is taking a vacation or on their days off.

That way it doesn’t appear like the support technician is wasting their time especially when he actually is not.

This is also being considerate as they will appreciate not losing time in completing work assignments for their bosses.

They will praise and appreciate him for not slowing them down.

They might even throw a compliment to the techs boss to help him increase notoriety!

#2 Plan To Think Ahead

IT in general, including the help desk support technician is a thinking man’s game!

The ability to plan ahead also anticipate and avoid potential mistakes is priceless.

This can grant a help desk support professional the lead position, a promotion and or a salary increase!

Planning ahead demonstrates the ability to earn or save the company money and time which is the end goal of the business.

Bring Great Ideas

If a help desk support technician can bring great ideas to the table that prove he knows what he’s doing.

Skills that show off his organization, ability to prioritize and multitask.

Then comes his consideration as management material and readiness to move up the ladder of corporate success.

This starts with the ability to plan and succeed as a help desk support technician.

Achieved only through experience and cleverness.

Being clever and resourceful involves learning and recognizing proper tools and techniques to increase efficiency.

Also increase customer satisfaction by being thorough and organized.

#3 Tools That Rule

There is popular saying in the world of maintenance that goes, what is a maintenance man without his tools.

The same can be said about the help desk support technician.

The fantastic arsenal of tools and how a help desk support technician uses them to his advantage is key to mastering the help desk support trade.

Some people use voice recordings, sticky notes, email reminders, calendar notifications and other tools to keep ahead of incoming tickets.

Others use scripts, special programs, plugins and shortcuts to resolve issues quickly and in less time.

Choose a System

The system the help desk support technician chooses is up to him.

But tools that rule are whatever he can think of that helps him achieve success while working fast and efficiently.

This often requires research and testing to find the system and tools that work best for the way that he thinks and prefers to work.

Whether it’s remote chat, over the phone, or face to face the right tool is invaluable if it saves time and increases ticket completion turn around.

There is no right or wrong system as long as it works to accomplish the goal of completed tasks and satisfied customers.

Besides that, it’s always a great idea to master the programs and tools that the clients use.

Because they expect the support technician to support and be an expert on the tools.

This will also help increase his ability to solve issues quickly in return.