IT desk technicians are often the first port of call for a client who is experiencing technical issues, and they should act as an extension of the brand. As a consumer, if you have a negative experience with an operator that takes your call, this affects the way you view a brand, and it may persuade you to look elsewhere. Desk technicians should be polite, patient and courteous, and they should also be able to clarify situations and provide useful information and advice.
Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between the caller and the technician. Often, desk technicians speak to people who don’t have a technical background, so it’s crucial to be able to break down information and eliminate jargon.
Many people who wish to pursue a career in IT and engineering look for an entry level role, which often involves desk work. A help desk technician must be proficient in identifying and rectifying IT issues, but the level of experience required is relatively low, making this is a great platform for career progression.
helpdesk support salaries