Tips to work on help desk

If you’re getting ready to jump into the help desk fray, you’ll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what you should do before you take that first call.

Tips for Help Desk Agents

Deal with users as equals

Learn to gauge a user's technical experience

Teach users to be self-reliant

Learn to say no

Break the monotony

Learn to steer tough situations

Lighten the mood

Don't take things too personally

via intranetjournal

Help Desk Tips

via tmcc.edu

Tips for Staffing a Help Desk

Give the initial interview over the phone.

Whenever possible, give precedence to tech-savvy people people who may need some additional technical training, rather than tech experts who require a lot of "re-socializing."

Train, train, train.

Become a "secret shopper."

Managers should hire HDAs on a probationary basis (usually 1-3 months) before hiring them full-time.

Provide plenty of feedback and advice so HDAs can have an opportunity to improve.

via intranetjournal