Responding to customer queries and troubleshooting

Gapfill exercise

  

The skills required for a good Help Desk Officer are missing from this passage. Read through the passage and work out what skills are important for each task. Copy and paste this page into Word as notes for this topic. No clues have been given!

   active listening      ask      communicators      description      established      help      identify      priority      process      processing      questions      record      respond to user queries      technically proficient      telephone      Troubleshooting   

IT staff on a help desk need to be and they have to be good . Their main role is to , which is where good communication is important since they have to appropriate using skills. Once they have exactly how they can the customer, the IT staff should be able to and requests.

Successful problem solving involves:-
1. Gathering and the initial data
2. , as well as general instruction
3. Skills in an appropriate manner and written communication

The main tasks in logging a help desk enquiry are to:
• the caller and the caller’s location
• get a clear of the problem
• assess the of the problem.