5 Key Factors of IT Service Desk

1. Ambition
Being an entry level into IT, personnel should have a realistic path set for career growth. IT Management should also be involved in assisting with setting realistic goals. By having these set goals, SD personnel will have an ambition to succeed. In turn, the personnel will adopt exceptional performance.

2. Communication Skills
After ambition, the personnel should be able to interact with others pleasantly, effectively and with patience. For example, if the end user consistently interrupts, the SD personnel should be able to adapt and extract necessary information to identify the issue. Both oral and writing skills are a must.

3. User Empathy & Awareness – Understand the user experience.
The SD personnel must be able to put him/herself in the end user’s situation. Does the end user have a deadline? Does he/she consistently experience the same issues? Understand the end user experience will build best-in-class IT customer service.

4. Technical Familiarity
Having a technical understanding of the environment is vital to success. What is the OS (Operating System) of the infrastructure? What SW’s (Software’s) does the IT infrastructure depend on? Email, active directory, policies and procedures of the IT department? With the technical familiarity, the SD personnel should have a better understand on why the end user is experiencing the challenge.

5. Precise Investigation
Lack of effective troubleshooting can add costly time to a simple solution. There’s a big difference between shooting in the dark and precisely identifying the issue for resolve. Investigation is essential to swift resolve. Just as a detective investigates a crime scene for clues, the SD personnel listens to the end user for resolve. Is the issue a simple settings change or did the SD personnel jump to recommending hardware swap?