Help Desk Certification: Getting Professional Help

2007-03-08 10:33:40

( Business )



FIRST LINE OF DEFENSE

Help desk workers are the front liners for a company’s customer service and technical support section. Because help desk professionals deal directly with clients, people who work for this division should have the appropriate help desk certification to be able to dispense the necessary assistance needed by your valued patrons.

The trend nowadays is for big companies to outsource their help desk unit. But whether you are outsourcing or providing in-house customer service customer service and technical support, it is of utmost importance that your company designs intuitive help desk support software to handle customer concerns and complaints.

Help desk support software is the main tool that your support staff uses when a client calls for product assistance. Your help desk support software should be designed to provide the most effective solution at the fastest possible time. Your help desk support software should have troubleshooting steps for whatever product issue the client is complaining about.

Help desk support software is unique to every product. The help desk support software for a DSL company will be totally different from the help desk support software of a credit card company.

TECHNICAL AND SOFT SKILLS

Because customer service is a highly specialized, software dependent field, a help desk certification should be required of every person in this line of work. Having a help desk certification professionalizes the industry by setting a performance standard that you have to meet prior to becoming certified.

There are many aspects to help desk certification. It is not enough that you solve the client’s problem. Aside from having the technical knowledge and help desk support software proficiency, it is very important that a customer service and technical support staff should also have the soft skills. Soft skills are all about communication – the ability to make the clients feel valued which very often is all they really need.


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