In A Perfect World, A Survival Guide for the Help Desk Technician

It didn't take long on my first job as a Help Desk Technician to realize why a lot of folks don't want to pursue this career path. This type of work isn't for everyone. Let's face it, nobody wants to constantly deal with unhappy users, and where "bug", "fix" and "workaround" are the three most commonly used terms on a daily basis. But it doesn't have to be that way. Yes it is hard work to change that all-to-common scenario, but the payoffs can be tremendous. My career has spanned across many organizations and over twenty five years where I've had to completely restructure the concept of the Help Desk. In every case, customer satisfaction increased at least several fold, call volume was reduced by as much as seventy percent, and the moral boost virtually immeasurable. All of a sudden Help Desk Techs were asked for by name, holiday cards were received in the mail, and even unsolicited testimonials were sent to executive management complimenting the excellent support and service.

Here is my "professional autobiography", a springboard from which you can achieve a successful Help Desk and Technical Support environment. An all-inclusive guide for the Help Desk or Technical Support Professional, In a Perfect World, A Survival Guide for the Help Desk Technician offers a lighthearted approach to techniques for problem solving, how to handle users of varying skill levels and demeanor, company politics (yours and theirs), and much more. In a Perfect World includes tips for broadening time management and organizational skills with emphasis on common sense. The Help Desk is often the first impression a prospective client will experience, and it is imperative all issues be resolved with expedience and professionalism rather than rubber bands and paper clips. In a Perfect World is a powerful reference tool ideal for Help Desk Technicians on the front line, Department Managers, on up to Executive Management. In a Perfect World is also great for novice and intermediate users offering valuable information suitable for sharpening their computer related skill set.