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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 4. Technical Skills

Successful help desk specialists have a core set of technical skills, which helps them support the customers. The specific skills vary from one organization to another based on the type of support technicians need to provide. For example, technicians working at an Internet service provider (ISP) might only help users configure their systems for Internet connectivity, but nothing else. Technicians working in another company might only provide support to remote users on how to use one or two applications. Technicians in some companies provide support to users for almost anything, including hardware failures, operating system and application problems, network connectivity, and mobile device configuration. Many topics ...

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