3 personalities your help desk needs

There are plenty of nightmare stories out there about awful IT techs – the kind that can give your department a bad reputation or just turn users off of IT in general. But here are three types of employees you should be on the lookout for when hiring or as great assets your company already has that may be ready to take on an expanded role. 

1. The Explainer

The average user is world’s ahead of where they were just a few short years ago in understanding technology. If you talked with end users about the cloud today, you’d at least get a few knowing glances and nods. That wasn’t the case a while back.

The problem: Knowledge and understanding aren’t the same thing. Employees today might know a little more about technology than in the past, but they may not understand the risks they can introduce to your systems (think shadow IT).

An Explainer is a tech who can help connect the dots for users. In addition to fixing problems or providing help, they can go the extra step and put in plain English what went wrong and how users can prevent it from happening again (or what IT is doing to keep it from happening).

Why you need them: Simply put, these are the techs who can help bring IT and users together when that isn’t always an easy gap to bridge.

2. The Saint

Ever heard someone say “He has the patience of a saint”? That’s this tech.

Emotions are going to run high when part of your job is working the help desk. The job description is essentially, “Go talk with an employee who’s having a problem that interferes with his or her job.”

This tech can manage to absorb all the frustrations, acknowledge them and bring the heat level from a ten to five or six, all without getting burnt out themselves.

Why you need them: These techs can be especially useful when dealing with angry users and another group, the higher-ups who need answers right away.

3. The Connector

In an ideal world, your department would always have an idea of the big picture – how individual issues add up to give you an overview of where the department stands as a whole. This isn’t always the case, though. Many times, the best you can hope for is putting out fires.

Connectors are able to take a step back and realize the patterns that lie beneath issues. They can tell if certain apps, users or systems are causing problems. They can get your department thinking more critically about what causes frustration for users and spark conversations about how to handle it.

Why you need them: There are many automated solutions that promise to connect these dots for you, but nothing replaces the human touch.

Does your IT department have these techs working the help desk? Are there any other types you’ve found helpful?

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