Interscale Content Hub – Help desk skills are all about being able to support customers and fix technical issues quickly and easily. So, what is a help desk skill? So, why do we need help desk skills?
As we all know, in the fast-paced world of IT, a help desk professional is the first line of defence against technical glitches and user frustrations.
Good help desk skills can really help customers, make problems easier to solve, and help IT operations run more smoothly.
Now, let’s define the help desk skills we need to help customers, staff, and the business as a whole.
What are Help Desk Skills?
Help desk skills are the combination of technical know-how and people skills that help professionals to solve IT problems quickly and easily.
These skills cover both the technical and the softer sides, which is what makes for good support and customer service.
Darril R. Gibson, in his book “Effective Help Desk Specialist Skills,” says these skills are really important for help desk professionals.
Gibson also says how to be successful in this role, you need to have a lot more than just technical knowledge.
Technical Skills for Help Desk Professionals
Basic IT Knowledge
A fundamental understanding of IT concepts is essential for help desk professionals.
This includes knowledge of operating systems, hardware components, and common software applications.
Darril R. Gibson points out that familiarity with these elements allows help desk technicians to diagnose and resolve user issues effectively.
For instance, understanding the basics of Windows and Mac operating systems can help in addressing a wide range of user problems, from system crashes to software installation issues.
Troubleshooting and Problem-Solving
For anyone working in IT helpdesk, it’s key to get your head around the basics.
This also means knowing about operating systems, hardware components and common software applications.
Darril R. Gibson says knowing your stuff helps help desk techs to spot and fix user problems.
For instance, knowing the basics of Windows and Mac operating systems can help you deal with a wide range of user problems, from system crashes to software installation issues.
Network and Connectivity
Being able to configure and work with network protocols like TCP/IP is really important for help desk technicians.
Gibson says techies should be able to spot and fix problems with local area networks (LANs), wide area networks (WANs), and wireless networks.
For instance, being able to troubleshoot connectivity issues, such as network dropouts or slow internet speeds, can really help a technician to be more effective.
Software and Application Support
If you want to work in a help desk, it’s essential to know how to use different software.
This means you need to be able to install, set up and fix software packages and enterprise apps.
This knowledge helps technicians support users effectively and resolve software-related issues quickly.
Gibson says it’s vital to know the ins and outs of both the usual software, like Microsoft Office, and the specific apps relevant to the company.
Remote Access Tools
Help desk pros often use remote access tools to fix problems on user devices.
Knowing how to use tools like TeamViewer, AnyDesk, or the built-in OS remote assistance features is essential for providing effective support.
Gibson says these tools let technicians access and control user devices remotely, so they can diagnose and fix problems without being there in person.
Knowledge of Help Desk Software
If you want to track issues, manage workflows, and ensure timely resolution, you’ll need to be proficient in help desk software, such as ticketing systems and customer relationship management (CRM) tools.
Jira Service Desk and Zendesk are just two examples of such software.
Gibson also points out how these tools help to organise and prioritise support requests, keep records of incidents, and make it easier for the support team to communicate with each other.
Just to give you a refence point on the technical differences, kindly check “What is the Difference Between IT Helpdesk and Software Engineer?“
Soft Skills for Help Desk Professionals
Communication Skills
Darril R. Gibson makes a good point about the importance of both verbal and non-verbal communication.
Help desk technicians need to actively listen to users, ask the right questions to understand issues fully, and provide clear, concise instructions.
Good communicators also know how to adapt their explanations to match the user’s level of technical knowledge.
For instance, a help desk technician might simplify complex technical jargon when assisting a non-technical user, so the user can understand the solution without feeling overwhelmed.
Customer Service Orientation
A help desk technician who’s great at customer service would understand why the user is frustrated and reassure them while getting on with fixing the problem.
That’s why empathy and patience are key components of this skill.
Help desk pros should be ready to help, even when things get stressful. It means being patient with frustrated users and understanding their problems.
Time Management
Good time management means help desk technicians can handle lots of different issues at once without affecting the quality of the service.
Gibson talks about ways to make the most of your time, like prioritising tasks based on how urgent and important they are, and using tools to keep track of and manage your time effectively.
For instance, a help desk pro might use a ticketing system to give high-impact issues that affect lots of users priority over minor individual problems.
This way, they can make sure that critical issues are addressed as soon as possible.
Teamwork and Collaboration
The help desk team often works with different IT departments to find solutions to tricky problems.
Gibson says it’s important to be able to share information and work together towards common goals.
One example is a help desk technician working with network engineers to diagnose a widespread connectivity issue.
By working together, they can share their knowledge and find a solution more quickly than if they were working on their own.
Adaptability and Continuous Learning
Gibson says it’s important to keep up with the latest tech and best practices. This might mean getting certified, going to workshops, or doing online courses.
So, for instance, if new software updates or security protocols are released, a help desk technician should be proactive in learning these updates to provide accurate and up-to-date support.
To give you an idea of the differences in soft skills, have a look at “5 Difference Between IT Help Desk and Customer Service“
How Interscale Can be Your IT Helpdesk Supporting System
Given the many skills needed to run an efficient IT helpdesk, managing it in-house can be a real challenge.
That’s precisely why outsourcing to Interscale can be your game-changer.
We understand how the challenges go beyond simple troubleshooting, which is why our personalised support extends to encompass your unique needs.
Whether you need remote assistance, on-site support, robust cybersecurity measures, or proactive IT management, we’ve got the expertise and resources to address it all.
Our proven track record speaks volumes: 8,553 tickets closed, 8,500 projects delivered, and an average help desk wait time that’s the envy of the industry.
We pride ourselves on resolving 90% of tickets within an hour, minimising disruptions to your business and maximising your IT investment.
When you partner with Interscale, you’re not just choosing a service provider – you’re opting for quality, customer-centric IT solutions that align with your overarching business objectives.
To find out how we can help with your IT support needs, kindly read our Helpdesk Support page here.
Don’t hesitate to schedule a personalised consultation to discuss your unique needs. We’re eager to demonstrate how we can be your strategic partner in optimising IT support.
In Closing
Help desk pros need to be tech-savvy and people-smart to tackle problems and make sure users have a smooth experience.
But as the IT landscape keeps changing, it’s important to keep developing your skills and using new solutions like Interscale to stay ahead of the competition.
This investment doesn’t just make customers happier, it also makes our operations more efficient.
At the end of the day, it’s the combination of technical know-how and people skills that defines what a help desk skill truly is.
