How to act fast at a help desk and increase your revenue by displaying value.
Why is it so important for us to be able to give good service? The answer is simple: in order for us to be able to increase our profit, we must keep our customers happy. If we are able to solve their issues quickly and accurately, they will be more likely to call us again or recommend our services. When they don’t have any problems, they won’t call us. A satisfied caller can also turn into a customer that has more confidence in our abilities and that can translate into a bigger contract. A bigger contract means more money for us!
The next time you get a call, let’s try to keep these tips in mind:
1) Listen to what the customer has to say/ask them questions (see article on active listening skills)
2) Understand the problem/what they need help with (see article on empathy)
3) Try not only one solution but multiple ones until we find the right one! (see articles on troubleshooting skills , problem-solving skills , etc.)
I run a help desk at a major university. I am the only one running it with two other very part-time workers. We answer approximately 500 calls a week and 200 emails per week. I have made some changes to my approach to the job, and I would like to share them with you.
Recently I was talking to another help desk guru, and he introduced me to the concept of “displaying value”. When you display value in the workplace, you show your boss that you are worth every cent he is paying you. It also has the added benefit of making your job easier because people respect you as a valuable person who can do good things for them. You can display value in many ways: going above and beyond what your boss asks of you, being a team player, or doing something so great that everyone talks about it for weeks after the fact.
I display value by always being “on”. If I am walking around campus and I see someone who is having trouble with their laptop or forgot their password, I stop and help them right away. This has several benefits for me: The person gets their problem fixed quickly, they have a more positive impression of me (and IT as a whole), and my boss sees me displaying value by fixing problems quickly
While the fast paced environment of a computer help desk can be stressful and intense, it can also be one of the most rewarding and interesting jobs in the world. The help desk is at the front line of technology. It is where you get to dip your toes into uncharted waters. It is where you meet new people every day who are eager to learn more about technology.
The help desk technical support employee is a liaison between computer users and information technology professionals; they are paid to provide technical assistance to customers and clients that use software, hardware or networks developed by their company. They usually provide customer service for internal and external customers.
The main thing you need to do as a help desk tech is make money for the business. Whether you are a freelance tech or working for a company, this is the bottom line.
In order to make money, you have to make yourself valuable.
This means that anything you can do that saves the company money, makes them more productive, or makes them more profitable is worth doing. For example if you can fix their computer in 10 minutes instead of 20 minutes its worth it to the business owner. If you can train them on how to use Excel AutoFilter and they use that feature every day and save 5 minutes each day its worth it to the business owner. If you can lower their IT costs by figuring out how to get 10 extra months out of their old computers before they need replacing then this is worth it to the business owner. The key here is being flexible enough so that when an opportunity comes up where you can improve things for your customer (and thus improve your own value) then you take it and capitalize on it.
For example: I had a customer who contacted me because he was having problems with his laptop freezing up whenever he tried to run iTunes. I diagnosed his problem as a bad hard drive and then I gave him my recommendations on what we
As an employee of a help desk, I am always asked by my superiors what I think the company could do to increase our revenue and profits. While thinking about this, it occurred to me that we have a lot of trouble serving customers in a timely manner because our employees are not trained properly.
Another thing that came to mind was that all of the employees at the help desk are busy trying to solve all of our customers problems. We tend to forget that people want to feel special, they want to know that they are being served by someone who has their best interests at heart.
As I sit here typing this article on my computer, it occurs to me that we should not be concerned with what is going on around us or what someone else might think about us as an individual. All we really need to focus on is making sure our customers have everything they need in order for them to use our products or services effectively and efficiently.
As a computer technician in a large company that installed and maintained computer networks, I worked in the help desk. Everyday, I would be inundated with all sorts of calls. Most were fairly easy to deal with but some were very difficult and some took a lot of time.
The reason they took so long was because it was not always clear what the problem was or how to solve it. Sometimes, I had to send the customer to our software department or hardware department.
Some days we had many more problems than others. This article will attempt to explain why this is and how you can better handle these situations when they arise.
One of the most common times for us to have a lot of computer problems is during an upgrade or patch that has been sent out by our company. The patch might have caused some issues on people’s computers and this would cause them to call in for help.
A lot of people think that if you just restart your computer, it will work again. But this is not always true! If you have a virus, spyware or any other kind of malicious program on your computer, then restarting it will not fix the problem. You might need to reinstall windows again or run some kind of scan on your pc before doing so.
You answer the call and quickly realize that this is going to be a long call, 20 minutes long. Your company charges $25 per call and you have to make at least 3 calls an hour in order to meet your quota. You try to explain that you can only help them with free software but they insist on paying you.
In the end you do get paid, but how much did you make?**