Help Desk Training - Answering the Phone - Episode 1

Help Desk Training Episode Number 1 - Answering the Phone. Proper phone etiquette and how help desk is the number one stepping stone to any I.T. Professionals career.

If you don't think the help desk position is the right career move for you....think again. Stay tuned for Episode number 2(whenever we decide to release that) where we discuss more values and training tips of help desk.

The equipment used in this video is as follows(Affiliate links below)

------------

Thank you for visiting my YouTube channel.

[ZombieRommel]

1. Be calm, polite, neutral
2. Listen
3. Quickly assess intelligence, patience level and computer savvy of end user
4. Modify strategy depending upon above (verbal walkthrough for calm patient smart person, take direct control and ask fewer questions of dumb impatient person)
5. Verbalize what I'm doing so they aren't sitting there in silence as I work
6. Keep asking questions that may aid me if I'm not sure of issue

[dvdgantt]

1) Proper introduction
2)Actively listening to client
3) Building a rapport with client
4)Offer solutions/ Taking ownership of issues in claim manner

Very informative video Zack! Thank you. Looking foward to part 2. 👍👍👍👍

[realrokr]

I hate calls.... I prefer working tickets only

[Fuelcut]

This is helpful for when I have to lie on my resume to say I have helpdesk experience. Thanks!

[LabEveryday]

Man I love the setup and what you are doing! Great change and creative!!

[janillemabale]

Your background music is like a music in a horror movies

[zazen]

The setup is looking good. Maybe change the music though, it sounds ominous.

[jamzempire]

Sad truth is help desk is very stressing if you’re not good at keeping your cool...

[GetCTOwned]

Cool video! Starting out on the help desk can be depressing, but put the work in, learn everything you can, make it known that you want to progress and you'll create opportunities to get up the ranks of IT support quickly. I started out on a 1st line Wintel helpdesk 12 years ago and now i'm a CTO. Hard work and dedication is all it takes, and it doesn't have to take a lifetime to achieve either!

[Guillie]

You made CUSTOMER comfortable Knowing that the CUSTOMER WAS TALKING TO RIGHT PERSON AND THE PROBLEM WAS RESOLVED

[razaice]

Very helpful to those of us about to join the world of help desk. Thanks

[tazisimmons]

I have an interview for a help desk job soon and they role play in the interview. Watching this video was really helpful and I’m pretty sure I’m gonna binge watch all your videos tonight!

[gazwanhayat]

Thank you, as someone who is starting a help desk job, these little things help a lot.

[Icemanx]

I think it’s great! When I recently went to a recruiting event for a company that is contracted with my college to pull IT students from graduation, the manager of the IT department asked who has experience in the service industry. Cashier, waiter, sales associate. What ever. A few of us raised our hands, and he said, “You already pass one major qualification we look for.” It’s extremely important and it’ll take you far if you know how to deal with people.

[tallteej]

Some good stuff here mate. Lot of junk videos around pretending to help. Worked in support going on a decade and your stuff actually hits the nail on the head. Thanks mate

[angelastaples]

You are greatly appreciated. Thanks so much for your uploads. Please keep them coming. You have changed my life enormously.

[intergalactic_space_hotdog]

hello, IT.

have you tried turning it on and off yet?

9/10 works

[shanebrinker]

good video. I like the natural and conversational tone in your videos much of youtube lacks. I will be following along to this series

[LorenzoJ]

Think you could do a vid on what to expect in a help desk interview?

Also what is the dress code for most help desk jobs?

[dynamicentry]

I can take these calls all day. I am good at it. I am awesome! Thanks for calling the service desk and have a wonderful day! High Five!