Don't neglect your 'soft skills'!

Bossk

Know how to talk to and deal with people! All kinds of people: technical, semi-technical, and non-technical. Know how to tell the difference between those types of people. Don't be rude or condescending, always be courteous and professional. Realize that you don't know everything, when to say, "I don't know, let me find out.", and how to follow through to resolution. Technical skills might get you noticed, but will only take you so far, it's people skills that make life easier.

I hope this helps someone out there. I have a subordinate working help-desk that just doesn't get it, and absolutely no one wants to deal with him for help. He won't last.

iBrokeIT

Bossk wrote: »

I hope this helps someone out there. I have a subordinate working help-desk that just doesn't get it, and absolutely no one wants to deal with him for help. He won't last.

Remind him that if everyone is technically competent then he would be out of a job! Or look at it this way, if you are an internal helpdesk then the company's employees are his customers and if he isn't making the customers happy or treating them poorly...

Also, are you recording his calls? If you are then sit down with him and play them back to him so he hear how he sounds with you sitting there. Usually that will help get the point across. (I worked about 3 years at an ISP helpdesk while in college)