A help desk technician must have knowledge and experience of computer networks and systems, programs, and mobile devices, but this is not the only requirement. Although desk technicians possess a good understanding of information technology, it is equally important to have soft skills, such as communication skills and recognition of the importance of customer service.

IT desk technicians are often the first port of call for a client who is experiencing technical issues, and they should act as an extension of the brand. As a consumer, if you have a negative experience with an operator that takes your call, this affects the way you view a brand, and it may persuade you to look elsewhere. Desk technicians should be polite, patient and courteous, and they should also be able to clarify situations and provide useful information and advice.

Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between the caller and the technician. Often, desk technicians speak to people who don’t have a technical background, so it’s crucial to be able to break down information and eliminate jargon.

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