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Effective Help Desk Specialist Skills by Darril Gibson

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Introduction

The term “help desk” means different things depending on the context. At the core, help desk professionals provide services to customers. These customers might be internal employees or external customers of products or services, but they are all customers. In a small organization, the help desk might be a single person doing everything. In an organization with a large IT department, the help desk might be a large division of personnel dedicated to helping personnel within the organization. Some organizations, such as Internet service providers (ISPs), provide services to their customers via a help desk.

However, in any of these situations, help desk professionals require a core set of skills to succeed. Many people think that technical ...

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