A help desk analyst spends the majority of the day performing remote support. This can take a number of forms:
If screen sharing or remote control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem. The help desk analyst must visualize what the user is seeing on his or her screen and know exactly what suggestions to give, and how to word that guidance so the user can follow it.
Providing remote support can be particularly tricky during busy periods of the day when the volume of calls picks up, queues get longer and pressure mounts.IT help desk job needs to know how to keep cool and work efficiently – and it doesn't hurt to have a sense of humor, particularly when receiving requests like these. (Although laughing at end user requests while helping them is obviously not a good idea!)
- Over-the-phone support
- Screen sharing or remote control
- Live chat support
- Email support
- Performing any kind of technical support is challenging enough, but remote support can require even more skill.
If screen sharing or remote control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem. The help desk analyst must visualize what the user is seeing on his or her screen and know exactly what suggestions to give, and how to word that guidance so the user can follow it.
Providing remote support can be particularly tricky during busy periods of the day when the volume of calls picks up, queues get longer and pressure mounts.IT help desk job needs to know how to keep cool and work efficiently – and it doesn't hurt to have a sense of humor, particularly when receiving requests like these. (Although laughing at end user requests while helping them is obviously not a good idea!)
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