January 25, 2023


Information Technology by cobuman

Help Desk Tier 1 Call Handling Procedures

Help Desk call handling is pretty simple.

I have broken this down into five simple steps for you to learn…

Step 1. Readiness.

Step 2. Customer service.

Step 3. Knowledge.

Step 4. Efficiency.

Step 5. Closing.

All of these steps are incredibly important and are crucial to know in order to be great at Help Desk. I will go through all of these steps with you and explain to you what I mean with each step-then I’m going to show you an example phone call.

Although the requirements for the company you work for maybe slightly different; you can certainly take that information and adjust this format accordingly. All you got to do is just make simple adjustments according to what the company or your employer wants..

#1. Readiness. This simply means that you should be ready to take the call at any moment. The best way to go about this is to pull up all the systems that you are going to use throughout the day.

For example, let’s say you are working help desk and the majority of the day is people calling in to reset the passwords. Well, you should have that system up and logged into at any time whether it’s Active Directory or some kind of proprietary system that the business you work for gives you access to… This makes it a lot easier for you to do your job.

#2. Customer Service. Customer Service is incredibly important. You have to be ready to show some kind of professionalism when answering calls. It’s not as simple as saying “hello!”; a that point person on the phone has to guess whether they called the right number or not… You have to have basic Customer Service to show that you’re a professional and that you are friendly and polite. This is incredibly important, especially if you’re working as a contractor for somebody and client wants that type of service. Trust me, they’re going to review your calls and if you don’t have good customer service you are going to be in trouble. But don’t worry, I will show you a really good example and how to do this in my video.

#3 Knowledge. Once you have good knowledge. It’s going to be a lot easier to handle any call that comes your way. With knowledge you don’t have to struggle in trying to figure out what the problem is. It’s one thing to reset passwords because it’s simple type and click… while on the other hand if you don’t have knowledge to resolve computer issues you may have a hard time in handling any calls.

Guys, it’s incredibly important to educate yourself as much as you can, with any resources that you have. One example of the IT resources is my channel. Youtube.com/cobuman

Learn as much as you can about technology so that way you can resolve issues in an efficient manner which leads me to number four which is Efficiency.

#4 Efficiency. This is directly reliant on everything that I’ve talked about so far; Readiness, Customer Service and Knowledge. Once you have all three of those things down you should have the Efficiency down easily. So the main thing to learn are first three steps of this article and then the efficiency just comes by itself.

#5 Closing. Once your resolve any computer issues you must have a really nice closing and that is reflected in the way you greet the customer at the end of the phone call. You want to make sure that the customer or user has a good experience when it comes to calling Help Desk. You want to make sure that they’re comfortable calling the help desk as part of customer service you provide. Customer service is not there just throughout the call, but at the end of the call as well…

Be sure the watch the video below for an example phone call.

Thank you and good luck friends.