Common Help Desk Myths – Programming Insider

Even the smallest organizations now offer technical support to their employees and customers. In its most basic sense, the help desk exists to respond to incidents related to IT functions and services. Whether you as an employee need to update your passwords or a customer needs help setting up an account, the support team is built to answer the call. . Unfortunately, there are many myths circulating about how these services are provided and how they work. Here are five of the most common myths you are likely to hear about help desk services.

The support team doesn’t want to hear from you

They are actually paid to answer your questions. Their job security depends on whether they receive and manage a large number of incidents, resetting passwords, turning on a frozen PC, fixing an Adobe Reader that calls for constant updates, and more. The web helpdesk exists for end users.

Troubleshooting on your own never works

Some of the age-old troubleshooting tactics still work. They include finding the specific error code that appears, changing browsers, and switch off the device and then on. Depending on the size of the company you work for and its technology orientation, it is possible that up to a quarter of all support tickets can be resolved by one of three classic troubleshooting techniques.

You don’t always need to submit a ticket

You should always submit a ticket when making a request to the support team. It helps them track their work, justify their existence, and store valuable information for future end users facing the same problem as you. Tickets are to IT what receipts are to accounting. See what happens if you contact the accounting department and ask for a refund of $ 2 for common office supplies you bought. Paperwork, paper or digital, is a fact of life. Submit a ticket, regardless of the size of the request.

General descriptions of incidents will suffice

Most incident forms have one or two lines at the top for you to describe the situation. Be as detailed as possible. Rather than saying “my computer is not working,” explain exactly what is happening, for example, “when I turn on my desktop computer, it starts up and then turns off after about two minutes.” Specificity is always better, and you’ll get faster resolution when the response team knows the relevant information ahead of time.

All help desk employees are IT gurus

Truth be told, many help desk employees are new hires who have basic knowledge of computer issues. This is not a bad thing. Some companies like to train new IT workers by putting them on the help desk for a few months. It helps them get a sense of what’s going on, gives them the opportunity to interact with many different people in all departments, and is a solid orientation period. They don’t have to be IT experts, but they’ll know how to find someone who can handle your incident or question, if they can’t do it themselves.


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