For help desk techies: How dedicated are you in solving a difficult issue quickly and with quality?
Question: Are you just as dedicated if the person to whom you are providing support needs extra time or if the problem proves extra difficult?
(I have had no difficulties when I have called for support, just curious to the other side of the phone/desk, so to speak.)
Answer:
I am completely dedicated to helping the customer resolve issues no matter if the person is computer literate or not, but the company I work for, demands us to allow no more than 13 minutes per each call. Usually I have no problem with this but there are a few people I have talked to in the past (ones who have not had a computer long) have needed some more time to get the issue resolved, and some techs are not willing to take the time to help them, they would rather impress the supervisor and send the customer to someone else and keep their own call times low.
I usually put the time needed into a complete resolution. I really don't like to see the same problem over and over...
well with a lot of help desk places, they keep record of the number of assists the help guys make, so if they help heaps of people, they are rewarded for it, and that gives them something to work for.
I personally, am always intrigued by I.T. challenges. I believe my dedication to help desk support comes from my parents instilling a good work ethic and values in me. So the answer to "Are you just as dedicated if the person to whom you are providing support needs extra time or if the problem proves extra difficult?" is yes.
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