Preparing for Employment National Parent Center on Transition and Employment

A superior support agent sees the customer as an equal partner, and considers themselves an extension of the customer’s team. Identifying with the customer as a partner helps support agents treat problems as their own and provide a level of service that they would expect themselves. Don’t think that you have to be “climbing the ladder.” You don’t… it doesn’t equate to success or happiness. help desk engineer In fact, “climbing the ladder” could frustrate you and create unnecessary anxiety. If you love help desk and doing that job makes you happy, then do it and be the best at it. If you love design and architecture, then be happy doing it and don’t sweat trying to advance. The old idea that working hard and going above and beyond at work makes you successful is dead wrong.

Client satisfaction is an important goal of service desk performance. User surveys conducted at the resolution of each service request in addition to periodic broad-topic surveys enable service desk managers to assess the effectiveness of their staff in managing client perceptions. The service desk manager is the champion for designing systems and services for supportability and operational performance. Insights and observations from service operations should be shared during service strategy and design discussions. For example, a senior IT manager may out-earn an entry-level cybersecurity worker. At equal seniority and experience levels, pay rates are generally comparable.

Service Desk Owns the Incident Management Process

Provide highly specialized and continuing support with high-value customers. Understanding how to communicate effectively on these platforms will help you establish relationships with people you may not have met in person. This is a very handy skill to have, especially when applying for a new job.

• A tech industry recruiting report from 2019 found that only 15% of cybersecurity jobs require less than two years experience.
• A great addition to CompTIA A+ (or CompTIA ITF+) in this field would be CompTIA Data+.
• It is important for you and your young person to understand the laws that will provide the protections, rights, and supports they may need as adults living, learning, and working in the community.
• “The most enjoyable part of working at an IT help desk is no doubt the bizarre stories and requests that customers call in with,” says Tom Winter, cofounder of DevSkiller.

In fact, customer service might be the most important job at a company. According to Microsoft, 90% of consumers choose to do business with a company based on the quality of its customer service. How many times have you stopped doing business with a company because of a poor customer support experience? As a customer support rep, you’d directly impact how much revenue your company makes from returning customers.

Learn a relevant programming language.

Employers can lead the way in showing people how to quickly build the connections that will help them thrive. Shape the network to maximize personal and professional well-being. Successful transitioners also adjust their approaches and ideas to mesh with new members of their networks. For example, in one new role, Meredith saw that her colleagues were much more consensus-oriented than she was.