What To Learn To Land Helpdesk Job
Published December 14, 2016 in IT
12 essential skills y'all demand in a help desk chore
Working at a help desk or in a back up role is a great way to exist tapped into the core of whatever business: customers and products. In a aid desk job, you get to connect with customers, sympathise their feel with your company, and get to know the production inside and out. It takes a certain mix of skills, values, and personal characteristics to really go far in a help desk or support career.
I sat down with Rick Bal, a Premier Back up Manager here, and asked what impresses him virtually when looking for and interviewing help desk-bound or support candidates. With over v years leading and staffing Atlassian back up teams, Rick knows what makes for a stellar help desk support agent.
12 traits hiring managers look for in help desk-bound job candidates
1. A existent desire to help people.
This person does a great job because they truly desire to assistance others, not because it'southward "their job". They work hard to play hard, find joy in their mean solar day-to-mean solar day tasks, and have passion for their office.
2. Works 'with' and not 'for' the customers.
A superior support amanuensis sees the customer as an equal partner, and considers themselves an extension of the customer'due south team. Identifying with the client every bit a partner helps support agents treat issues as their own and provide a level of service that they would expect themselves.
3. Positive and optimistic approach to problem-solving.
Support jobs can exist difficult, merely this person doesn't allow negative customer interactions to become contagious. In the confront of a tense or charged state of affairs, this person knows how to stay logical and focus on solving the effect at hand. They approach customers with empathy, don't mutter almost customers when things get tough, and expect for what can be learned from the state of affairs.
4. Creates and cultivates a playful and relaxed piece of work environment.
This person enjoys themselves at work, spreading a positive tin-practice attitude. A great support amanuensis integrates a bit of fun into their daily tasks to brand everyone'south loads a lilliputian lighter. Office pranks are always a fun mode to do this.
5. Collaborative squad spirit.
This person feels responsible non only for their own tasks, but also cares about their squad'south workload, too. They know when to ask for and offer assistance, and understand how much they can take on at a time. They care about the team's success, and are happy to sacrifice personal goals when needed to help the team achieve its goals. There are times you lot volition get pulled into a telephone call that lasts for hours on finish, so information technology's good to know the squad can embrace for you.
six. Passion for the product.
An awesome support agent is an informed champion of their products. They're enthusiastic almost using them, agreement how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not only how to fix it when something breaks. This type of passion for the product shows upwards in client interactions, and information technology's infectious.
7.All-star advice skills.
A great help desk-bound agent simply enjoys communicating with customers. They know it's essential to heed and empathise before beingness heard. This person strives for transparency, and communicates with tact. They know how to adapt their style to different kinds of customers – from those that want to exist your best friend, to those that only want the trouble solved. Their natural teaching skills assist customers understand the product enough to fifty-fifty solve issues on their ain.
eight. Advocates for the client – with residue.
This person feels the customer's hurting, and uses their resources to go above and beyond to help the customer reach a solution. They look beyond 1:one customer interactions to solve problems globally, and in turn, help even more than customers. This could be something as simple every bit updating knowledge base of operations data or filing a problems or feature request. At the aforementioned, they know how to prioritize their day, and are careful not to swoop too deep into one problem at the toll of other customers.
ix. Real respect for the customer.
In a help desk job, it'south important to acknowledge customers by name and build meaningful relationships with them. This person caters to the customer's needs regardless of where they fall on the technical and product knowledge spectrum, always doing so in a respectful manner which is never cavalier or patronizing.
10. Detective-like troubleshooting skills.
From the moment a ticket is submitted, this person knows how to inquire the correct questions and gather the bachelor information to narrow down the root crusade of the outcome. Like Sherlock Holmes, they leave no stone unturned in figuring out what'south actually going on.
11. Analytical and process-oriented approach.
This person understands back up processes are important, and not merely follows them, but helps improve them. They take an analytical approach to driving change, and employ data to support their assertions.
12. Intendance for quality over quantity.
When you accept a long list of tickets, and know at that place are more coming in, information technology's tempting to piece of work on as many as possible, without truly solving the problem at mitt. Focusing on the quality of the support you lot give, as opposed to the quantity of tickets you touch, volition ensure y'all're actually solving problems and creating happy customers.
Land the task
All of these traits assist hiring managers know if help desk job candidates would exist a good fit, from an feel and cultural perspective. "Will this person embody our values and aid cultivate a culture of customer success?" "Will they continually seek to learn, grow, and make the product ameliorate?" Being able to demonstrate this cultural fit is just as – if not more important – as the technical skills you possess.
Being a help desk or support agent isn't for the faint of heart, but it's a rewarding career for those that desire to help others and larn a lot. At Atlassian, we are always looking for new people to join our awesome support squad. Check out out the jobs nosotros're hiring for.
Want more than? Learn most the unlike types of assistance desks, read our blog articles well-nigh customer service, or learn more than about Jira Service Management, our client service and It support tool used by over 20,000 support teams.
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Source: https://www.atlassian.com/blog/it-teams/12-qualities-help-desk-job
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