Desktop Operations Support “The Softer Side of IT”
From my perspective, there are two major categories of skills involved with Desktop Support; Technical skills and the often-overlooked set of “Soft Skills” that are helpful in the role. There is something extremely gratifying about helping people and resolving their issues. There is also satisfaction in solving the daily puzzles we encounter while processing information. The daily goal is to keep everyone and everything running smoothly to keep them productive.
One may think that after performing the role of Desktop and Network Support for many years, resolving the same issues every day would get tedious. Surprisingly enough, each day can bring recurring problems and something “not in the books,” requiring problem-solving techniques developed over years of performing support. The gratification comes from resolving these anomalies while immersed in the continued people interaction.
Bedside Manner
Though bedside manner is usually associated with the medical profession, the Computer Support person must also have a good, approachable demeanor.
Warmly greeting the person is very important instead of starting the conversation with “What did you break now?” or “You again?” Breaking the tension is a great opening. Treat and care about them as people, not just as an “end-user” Being lighthearted to diffuse an otherwise tense moment can go a long way with someone who is already frustrated with their underperforming system or software.
One quickly learns that no matter how hostile the person appears when trying to resolve their issue, it is critical to empathize with them and not take it personally. They are not necessarily upset with you but are upset because their “tools” have failed them and cannot complete their tasks. Case in point – Take away the hammer or saw from a carpenter, and they cannot be productive.
It is also important not to leave the person feeling like their issues are being ignored by communicating with them frequently.
I have found it effective to talk to them about something other than business while working out their problem. Each person can be captivating with their pursuits, hobbies, and stories.
Flexibility –and Multitasking
Like many other jobs, this one requires us to be flexible. No matter what planned tasks there are for the day; support issues can pull us away from the days’ schedule.
We’ve all probably seen or heard about the person trying to spin multiple plates in the air on a stick without dropping any of them. Often that is how it feels trying to keep everyone running.
The triage approach is a practical method when multiple tickets steam in; first, tackling those that could impede production and handling the cosmetic software-related issues last.
Connectivity issues, password resets, and security-related events are top priorities as these can prohibit people from being productive. The ticket volume can fluctuate, and multiple tickets of the same nature are a warning sign that a particular system or service may not be operational. These occurrences often warrant sending out a global communication to the company to squelch related tickets. Rapidly communicating with our clients is key to keeping them satisfied by informing them that someone is taking steps to resolve their problem. Frequently updated communication is essential in reminding the client that they are still on our radar.
In the end, finely honed people skills can be successful when providing any technical support. There are numerous articles about the benefits of being friendly and empathetic. Still, sometimes it just takes a “Control/Alt/Delete” of ourselves to take time to be a kind human as well as a technical expert.