The IT help desk staff is the
first line of support for the end users of your application. However, due to
the pervasiveness of advanced technology in the average person's homes, the
organization's user base has surpassed traditional help desks.
The end user's technical skill
set is growing, and in many cases the end user can deal with basic IT or
application issues on their own. For help desk service staff, this means that user
invocations and requests are for more complex problems than before and require
new knowledge and skill sets.
Furthermore, the increasing
complexity of software tools in terms of cross-platform capabilities makes it
even more difficult to provide support. The more dynamic parts that are
relevant to your application, the more potential failure points. This is where
the average user cannot troubleshoot herself.
The average user doesn't
understand how all of their IT environments work together. Migration to Help
Desk Support 3.0: For today's technical support staff, there are no simple
questions or ticket clerks. Help desk skills should reflect the skills of
junior level engineers who understand the complexity of today's systems, as
well as simple Windows troubleshooting. This adds to the overhead of the help
desk because quick and accurate resolution of the problem is not cheap.
Plan System Interactions
Understanding how IT systems
interact is important. Support personnel cannot work in the silo unless the
application providing the service is in the silo. For example, support
personnel need to know a little bit about Windows and Linux, and networks and
security. They don't have to be experts in these areas, but they do need to
understand the basics.
Networking skills must go beyond
simple IP addresses. The ability to track IP traffic and identify connection
points (including Voice over IP and wireless networks) is an essential skill in
the help desk role.
Plus, understand your
application's workflow. Identify the role each server plays for your
application and the impact of outages or resource contention. The knowledge of
the support staff is not as deep as the owner of the application, but it is
not. Unlike app owners, who need to know a lot of apps, support staff should
know. the mall. This extensive knowledge of the system, coupled with more
advanced troubleshooting, forms the foundation of modern IT help desk skills,
but its role is not limited to troubleshooting.
Carry out exhaustive communication and documentation.
For more tech savvy end users
with extensive communication and documentation, help desk administrators may
want to avoid unnecessary repetition of steps or prevent users from hearing
something they don't like. To do this, we must ask what the user has tried.
This requires IT to analyze the information for troubleshooting as quickly as
possible. Staff need advanced communication skills to balance listening and
problem solving.
The documents are closely related
to communication. When IT managers need to submit a problem to the food chain,
senior support staff shouldn't waste time repeating steps that are already in
place but not documented. Senior staff costs more per hour, so this combination
can be measured in real money.
Invest In Training For New Help Desk Skills
The IT help desk and operations
professionals are migrating due to the change in the user base. Support
specialists are reaching out to engineers to facilitate efficient problem
solving. Management must invest in technical and soft skills training to
achieve these more advanced skill sets. This investment can be a quick change
as support staff paves the way for a subsequent transition to application
ownership and engineering.
This type of staff transfer
brings significant benefits to the organization as it brings in enough staff
with a deep understanding of IT systems. However, if your organization requires
these advanced skill sets, you are willing to pay for them. This cost is still
cheaper than hiring a new engineer, but higher than a traditional support
specialist.
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