how to train help desk staff

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Your helpdesk staff play a vital role in your company. They provide a 渧oice?for your users and effectively, represent your team or company commitment to service as a core part of their everyday work. It important that those people who have multiple interactions with clients have the best skills to effectively represent you.

You can train someone for basically any technical skill they may not yet have, but soft skills are much more difficult to learn. For example, in our view, someone who is great on the phones but lacking in technical ability is a preferable helpdesk hire over someone who is a technical genius, but otherwise anti-social.

To boost your skill level and confidence, take one or two soft skills courses per year, as well as any technical courses relevant to your job role. PRO TIP: Build your skills to increase your confidence and alleviate the stress of a high-pressure environment. Want more tips about how to get these 10 help desk qualities?

In a helpdesk environment, it is often more difficult to train technical experts to adopt good customer service skills. With this in mind, look at employing customer-savvy individuals who can learn the technical aspects of the role. 5. Expand expertise