Help Desk Importance

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Conversations with help desk providers sheds light on their importance and their job responsibilities. It is nice to see that the help desk providers were all very professional and pretty much gave the same answers to the questions that were asked. This in term shows that they love their job and appreciate their customers. Their interviews allows me to conclude the following from their knowledge and first hand experiences. A help desk is important because it is the first point that a company use to manage customers’ requests, problems, and provide “solution-oriented support services” (Knapp, 2009). Help desk workers are aware that they are the heart of the company and take their jobs seriously because they contribute to the well fair of the…show more content…
There is a growing need to have employees with mix service skills because the service desk responsibilities continues to increase. The cardinal skills which are vital for the service desk are business skill, self-management skills, soft skills, and technical skills. The cardinal skills which are vital for the service desk are business skill, self-management skills, soft skills, and technical skills. Help desk have numerous characteristic that contribute to an operational and functional help desk. In general, help desks translate and receive large volumes of calls. Some companies own these particular types of help desk. Help desk provide support to companies by offering customers technology support or provide support with answers to customer’s questions or complaints. There are special computer programs that contain the customer’s information. These computers are very helpful because they allow employees to better help their…show more content…
Business skills involves skills that pertain to having the ability to speak and “understand the language of business and the ability to analyze and solve business problems” (Knapp, 2009). These skills also consist of skills that are distinctive to the occupation that their service desk assist, like banking or accounting skills, and skills that are distinctive to the service industry, like knowing the importance of meeting and achieving customers’ needs and expectations. Self-management skills are the skills which pertain to time and stress management, efficiently completion of work, have a sense of job satisfaction which contributes to enjoyment of their job and prevents burnout. Self-management skills also pertain to the concept of having organization and learning new skills that contribute to quickly and continuously staying on task. Soft skills involves skills that pertain to excellent customer service, like writing skills, verbal communication skills, problem-solving skills, listening skills, and teamwork skills. Technical skills are skills that employees need to use and provide support for technologies, products and service desk supports. Technical skills also pertain to software literacy and basic
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