3 answers
Kefuwe
Student
Virginia Beach, Virginia
6
Questions
Asked
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In your view, do you see the user with an IT problem as your friend or as simply an irritation. Elaborate on your answer.
Intrested in knowing more about IT support .#ITsupport
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3 answers
John Zacher
Project Manager
1
Answer
Minneapolis, Minnesota
Updated
John’s Answer
If your interested in IT support then by nature it's your responsibility in that role to help others with their IT problems. In my opinion this should not be seen as an irritation but an expectation of what the role is all about. IT support can be both challenging and rewarding and you will work with end users who will be pleasant and others who will express their frustration which can sometimes come out on you. As Brianne mentioned, it's important to have strong soft skills, ability to work well with others, strong communication skills, and most of all patience. You will work with end users who have a wide range of IT skills so this role is best suited for someone who understands this and enjoys the challenge that the role brings.
Users with IT problems are your customers and this role is best fit for someone who is wanting to help their customer (and is not irritated by them).
Users with IT problems are your customers and this role is best fit for someone who is wanting to help their customer (and is not irritated by them).
Brianne Mueller
Category Leader
17
Answers
Cypress, Texas
Updated
Brianne’s Answer
Hi Kefuwe, generally speaking, there are instances when the issue is "user error", however, there are a wide range of issues that occur which the IT Help Desk will help troubleshoot and resolve. These range from users being locked out (password resets), to technical issues with certain software applications or company sites, to VPN and other access issues and more. So, the short answer is that typically users are not an irritation, but someone in the business that requires support and needs IT help to fix an issue. The IT Service Desk or Help Desk are there to help the users and the folks who call in are generally appreciative of the support and resolution they provide. As with any service industry, there are opportunities for frustration to be caused on both sides.
If you're interested in working in IT support it's important to have strong soft skills; customer service, ability to work well with others, and strong communication skills.
If you have more specific questions about IT Support I can elaborate further, but I hope this helps.
If you're interested in working in IT support it's important to have strong soft skills; customer service, ability to work well with others, and strong communication skills.
If you have more specific questions about IT Support I can elaborate further, but I hope this helps.
I appreciate it.
Kefuwe
Sylvester Jackson
9
Answers
Norfolk, Virginia
Updated
Sylvester’s Answer
Kefuwe please forgive me but I did giggle once I read your question. the question is a GREAT question.
To answer the question I have to be totally honest, but stay positive also. The answer is for me personally is yes, not because I don't like people. Truthfully sometimes technology service work can become a bit frustrating when I have a repeat customer. The repeat customer is that customer that has the same issue that turns out not to be an technology issue but an issue of stubborness on the users part, the filling of frustration last a nano second because then I remember even this user is a customer. Every call I respond to every ticket that I resolve is a call or ticket that I'm working for a customer.
The customer aspect piece or social piece of any help desk, IT issue, it's broke fix it task cannot be ignored. The better social interaction you have saves time if the user can get a this person is my hero vibe from you helps to one save you time, because the user trust you and is willing to be completely honest about how we got to have the interaction in the 1st place.
A trusting customer will be able to feel your energy if your energy is positive and one that calms your user that you are the right one for the job you get an opportunity to educate also the breathing room to work without the constant question "how long is this going to take" or the helipcopter customer that stands around either talking to you the whole time, or breathing down your neck while you're trying to work. Especially if this is something that you can't handle remotely.
You've recieved some great answers below, my answer in no way is better than anyone elses you may read or receive. Kefuwe M your question caught my eye and tickled me so I wanted to give you some frank feedback.
No matter what your title in the technology field you are in that you have to deal with other human beings, those human beings are your customers.
Customer service is paramount and people can be annoying at times but for each user you encounter it becomes a learning opportunity for you also, put on that smile, put on that cape and be your customer's hero.
Good luck in your journey and remember to ALWAYS have fun on your path.
Take a little time to make sure along your journey, to squeeze in some customer service courses. They are very helpful in any field where you deal with other people.
To answer the question I have to be totally honest, but stay positive also. The answer is for me personally is yes, not because I don't like people. Truthfully sometimes technology service work can become a bit frustrating when I have a repeat customer. The repeat customer is that customer that has the same issue that turns out not to be an technology issue but an issue of stubborness on the users part, the filling of frustration last a nano second because then I remember even this user is a customer. Every call I respond to every ticket that I resolve is a call or ticket that I'm working for a customer.
The customer aspect piece or social piece of any help desk, IT issue, it's broke fix it task cannot be ignored. The better social interaction you have saves time if the user can get a this person is my hero vibe from you helps to one save you time, because the user trust you and is willing to be completely honest about how we got to have the interaction in the 1st place.
A trusting customer will be able to feel your energy if your energy is positive and one that calms your user that you are the right one for the job you get an opportunity to educate also the breathing room to work without the constant question "how long is this going to take" or the helipcopter customer that stands around either talking to you the whole time, or breathing down your neck while you're trying to work. Especially if this is something that you can't handle remotely.
You've recieved some great answers below, my answer in no way is better than anyone elses you may read or receive. Kefuwe M your question caught my eye and tickled me so I wanted to give you some frank feedback.
No matter what your title in the technology field you are in that you have to deal with other human beings, those human beings are your customers.
Customer service is paramount and people can be annoying at times but for each user you encounter it becomes a learning opportunity for you also, put on that smile, put on that cape and be your customer's hero.
Good luck in your journey and remember to ALWAYS have fun on your path.
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