A desktop support specialist identify a person who is a trained computer expert. They provide technical support to users of computer software and hardware running the Windows, Mac, or Linux operating system. A support specialist works under the company’s information technology department. As a member of the help desk staff at a computer support company, or as an independent contractor they are required to solve various problems of the customers. They need to be effective in the workplace and enhance the customer service experience for all the users he supports.
A desktop support is required to troubleshoot and repair problems via e-mail, phone, or in person. The support role demands knowledge that is current and applicable to the user’s environment. The support specialist needs to solve both hardware and software problems. He need to diagnose and resolve network connectivity problems . He is also required to help with product updates.
An effective desktop support specialist must be a blend of a great problem solver and a good communicator. The specialist are placed at the first line of defense when problems arise. They are demanded a proper and professional levels of communication, an eye contact while speaking, attentive listening while the user is explaining the issue, and speaking in a clear voice when answering a users question. A good communication is a valuable skill and important benefit to all being served by this person.
A desktop support specialist require to be an expert in several software applications. When new applications are introduced, the desktop support specialist is required to teach the user its functionality and features. Becoming a teacher is the most demanding yet most rewarding part of this role.
Different types of job roles in desktop support includes the followings :
- Blue Screen of Death (BSOD)
In IT help desk self-service portal, a BSOD section can reassure users and save Desktop Support specialists the time spent telling people to restart their computers. The specialist have to ask users to read infamous BSOD to you before telling them to take a deep breath. Many users don’t bother actually reading what’s on the infamous BSOD.
- I can’t log in
It is one of the most common tech support issues. The causes to the problem ranges from the silly (the user left “caps lock” on) to potentially major (the user’s account has been suspended because he was playing Farmville all day.)
- I accidentally deleted some files. Can I get them back?
It is another issue that can go on help desk self-service portal. Some user think that once a file goes into the Recycle Bin it is gone forever. It is a easy fix. In case of they’ve emptied the Recycle Bin or “Shift-Deleted” the files, they need to be told not to stop using that drive until the files are retrieved.
- My computer is too slow.
Some users don’t see a problem with having several windows open at once, that slows the computer. As the desktop support specialist, you may have to explain to the users how too many windows will slow things down. Other reason could be that they have picked up malware; you have to explain them exactly what happened, even if they were doing something they shouldn’t.
- My computer shut down for no good reason.
Many users don’t understand that their computers can get overheated and they may need to be cleared of dust ocassionally.
- The printer won’t work.
Is the printer turned on? I never had to turn it on before. It doesn’t occur to a lot of users to check the obvious before submitting a help desk ticket.
- My computer is making a grinding noise.
Let users know that they need to stop using the machine until the problem can be properly diagnosed and fixed. Some hard drives make sounds when a spindle gets stuck or heads go bad. Resist the urge to go to their cubicle and throttle them with a USB cable when the user admits to not having backed anything up recently.
- The internet is slow.
Two major causes of slow internet service are Spyware and viruses . Ask and assure user to tell the truth about sites they have visited to know exactly what happened so you can fix it.
- The wireless network keeps kicking me off.
Ask end user if the wireless router is securely connected. Let end users walk through the process of connecting to the router, modem, and to the internet service provider’s website.
- My computer won’t recognize my USB device.
Try the device in another USB port. Check if other USB devices are recognized. Also check if their USB device wont work on someone else’s computer. Resorting to more in-depth troubleshooting method.
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