WHY I.T. HELPDESK IS IMPORTANT
IT helpdesk is the key to any enterprise's success in providing quality service to its customers. The helpdesk is the main hub for communication between technical support and the customer.
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A good IT helpdesk staff will help you increase customer satisfaction through timely and accurate information leading to faster resolution of problems; ultimately resulting in customer retention.
I.T. HELPDESK PROFILE
RESPONSIBILITIES:
Organize resources so they are easy to locate
Resolve customer issues with company products
Answer other customer questions and offer them access to helpful resources
Direct questions to the right department when needed
Ensure customer satisfaction
Manage all desk administrative duties
Maintain accurate records of interactions with customers and recurring user problems
Follow up with customers as needed to ensure any problems are resolved
SKILLS:
Strong written and verbal communication skills
Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
Interpersonal skills that function to create connections and positive experiences for customers
Technological skills specific to the company’s products and trouble-shooting practices
Patience with customers and ability to remain calm
Project management skills and familiarity with project management software
Organizational abilities