It is often misinterpreted that a help desk software agent or analyst is simply a customer sales assistant. This is simply incorrect. One must recognize that it is a whole department altogether and he or she has a far larger responsibility than to simply assist the sales team or department.
As an employee different from others in terms of responsibilities, there are also ways to improve your work and efficiency. Here are some of the ways you can check in order to achieve the highest level of recognition for doing a job well done as a help desk software analyst or agent.
1. Empathize to the user first in order to gain their trust and confidence
Empathy is when you try to put yourself in the position of the users who have the complaints or issues. In doing so, it will enable you to understand where they are coming from; and most of the time, it will clarify the situation before even giving the necessary solutions.
A clear conversation is sometimes enough to gain the trust and confidence of the complainant. This will then be a good platform to start discussing the problem with ease and without the unnecessary setbacks. The best message to convey to irritated customers is simply you are there and you can be of help to them that moment.
2. Restate the problem to the user and see if it is really the issue as reported
By restating the problem rather than being over eager to give the solution, you will open an opportunity to know the deeper problem that requires attention and solution.
3. As much as you can, avoid asking the customers with the “Did you…?” question
Frustration is not a rare feeling encountered during a call to the help desk. Most of the time, the users have done almost everything and you become the last resort in order to get out of the snit. By going through this line of reasoning might lead you to a conversation that is unpleasant; or the customers just might simply say yes to everything because of frustration, thus opening the possibility of inaccurate information that will simply lead to a more complex and time consuming solution.
4. Try to simulate the same set that your users have with what you are currently using
This will give you the same experience as your customers thus giving you the opportunity to experience what they have been experiencing
5. Be confident to what you know and be honest enough to admit that you don’t know it all
Confidence plays a great part in being a help desk software analyst and it emits a certain kind of assurance to your customers. However, if there are things beyond you, it is always wise to assign somebody else to do the job; someone who will give an accurate solution to the problem.
6. Make the call as pleasant as possible
Last but definitely not the least; make the call as pleasant as you can make it. Make sure that you do everything you can to ease the burden of frustration from the user by simply assisting him or her with a pleasant tone and a helpful hand. A help desk software agent must learn to steer the call from nasty to nice.