Dynamic in Technical and Analytical
Let’s state the obvious. They need to know how computers work and other technical related hardware and how to troubleshoot them. They must not only understand how all the hardware function that they work with but also any latest developments added to the hardware and software. IT is too broad to specialize only in one, hence, the team must comprise of different experts in different fields. This is also the reason your business should run on fiber optics internet connection.
While the technical part is critically essential, it not enough by itself. Your IT Technical Support should also have the soft skills needed to work effectively and to connect well with others who are not of the same level of experience that they’re in. Your IT Support should be skilled in:
• Active Listening
• Analysis of Technical Issues
• Application Support
• Assessing Customer Support Needs
• Attention to Detail
To work efficiently and resolve issues on time, your IT Technical Support should know how to observe both your time and your tools properly. There are different techniques that can be used to develop attention management. The team should know how to keep track of materials and establish a comprehensive plan on what to do. At the very least, they should have the following:
• Productivity and Collaboration Software
• Help Desk
• Progress Tracker
• Scheduling and Time Management
• Clear and concise emails and reports
IT Technical Support team deals with both machines and people. Most of the clients are do not have a good grasp of technology which why they hire Tech Support in the first place. This entails that the IT Support must have the to speak their clients’ language. In other words, narrate it in layman’s term. This also shows that the team takes time to relate with clients and that they are taking the problems seriously.