Please help me

[gautamzone]

Hi friends,

I have been recently appointed as a Help Desk Executive (Technical - Hardware and OS). I just wanted to know from you all what is required for a Help Desk Executive
to succeed and grow in his company in least amount of time.

I want to be really good in my job. But I dont know exactly what
is really required from a Help desk Executive.
Should I work 11-12 hrs instead of 8 hrs and attend more calls,
look for more info on the web for being technically better,
work on my voice.

could anyone show me the way to being a great Help Desk Executive.


Thanks a lot.

Gautam

[JeffUrdan-Immequire]

Gautam -

You should definitely increase your technical skills, take lots of calls to gain experience and work on your voice, but the biggest asset you have is the ability to put yourself in the customer's shoes.

They have a problem, and need a competent, friendly professional to lead them "out of the woods." Often this requires being able to talk about technical subjects in non-technical terms.

The steps you mentioned are important enablers for you to be ready to do that, but your key focus should be that you are talking to a human being. Assess their level of knowledge, find a way to make their problem go away and treat them as you would a friend throughout your interaction(s) and you will be a highly successful Help Desk Executive.

P.S. Don't be afraid to say "I don't know the answer to that, let me do some research and call you back."

Good Luck !!