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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 7. Writing Skills

Effective writing is an important skill for help desk specialists. At the very least, they need to enter information into an incident-tracking application when documenting help desk incidents. Beyond basic incident management, they will often create documents for customers and other help desk specialists. Additionally, with so many technology-based support capabilities such as email, instant messaging, and chat windows, they will often communicate with customers using text. Technicians that can’t write effectively find it more difficult to help customers. Worse, when technicians can’t communicate with customers using text, it reflects poorly on the overall organizations.

This chapter includes four major sections:

The ...

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