Friday, August 14, 2020

Build IT Technical Support Skills To Meet The Demands Of Modern Users

 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.

No comments:

Post a Comment

Why Your Organization Needs Integrated Outsource Help Desk Software

A wide range of IT operations within an organization can address a wide range of activities and processes, such as ticketing, endpoint manag...