8 qualities of a good help desk analyst
Posted: Sat Dec 07, 2024 8:46 am
Help Desk is a management service that is responsible for receiving, managing and resolving requests, whether from clients or from an organization's collaborators. Companies generally use it to centralize and manage incidents with the aim of improving customer experience and building customer loyalty .
According to reports from Temkin Group , loyal customers are 5 times more likely to make a new purchase and 4 times more likely to recommend a brand with which they had an excellent experience.
The help desk technician is an agent who is responsible for:
Provide assistance, follow up and think of solutions for incidents reported to the Help Desk ;
Perform maintenance, checks and diagnostics of computer equipment;
Collaborate with customer service areas in problem resolution;
Manage the stock of spare
list of ethiopia consumer email parts essential for the operation of the company.
A help desk analyst works with a ticketing system , so they must be able to adapt to the evolution of computer programs. There are also technological solutions that are super flexible and intuitive so that agents can focus fully on their management tasks.
Below we will see what qualities a help desk analyst needs to be a good professional and what are the different levels in which they work.
What qualities should a good help desk analyst have?
As we have said, the help desk analyst provides support to users and collaborators so that they can carry out their tasks without problems. In addition, they carry out constant analysis to discover recurring incidents and establish methods to resolve them in the shortest possible time or even before they occur. According to a study by ThinkJar , 85% of customer losses are caused by poor service that could be prevented.
A help desk technician is in charge of updating the system and can work in the company either in person or remotely .
But what qualities does a help desk analyst need to be a good professional?
These are the main characteristics that a help desk analyst needs to succeed in their profession:
What is the help desk profile that companies are looking for?
Since the help desk analyst is responsible for technical problem resolution and conflict management, organizations that choose a help desk technician prefer people who are able to understand the problem and its causes in a comprehensive way and have the creative ability to solve it quickly.
According to Zendesk statistics , for 51% of customers a good customer service experience is one in which the support agent knows how to solve the problem.
Each organization generates a profile according to its needs, which is why there is no help desk profile for all companies. There are qualities that are repeated. Below we will see what are the most frequent characteristics that companies look for in a help desk analyst.
In general, organizations expect a help desk technician to assist employees, operators, and customers with IT-related issues, so that the tools needed by the support team are accessible and up-to-date. 50% of customers consider it important for a good experience that the agent has their details and order history when communicating with a company, according to a report by Zendesk.
According to reports from Temkin Group , loyal customers are 5 times more likely to make a new purchase and 4 times more likely to recommend a brand with which they had an excellent experience.
The help desk technician is an agent who is responsible for:
Provide assistance, follow up and think of solutions for incidents reported to the Help Desk ;
Perform maintenance, checks and diagnostics of computer equipment;
Collaborate with customer service areas in problem resolution;
Manage the stock of spare
list of ethiopia consumer email parts essential for the operation of the company.
A help desk analyst works with a ticketing system , so they must be able to adapt to the evolution of computer programs. There are also technological solutions that are super flexible and intuitive so that agents can focus fully on their management tasks.
Below we will see what qualities a help desk analyst needs to be a good professional and what are the different levels in which they work.
What qualities should a good help desk analyst have?
As we have said, the help desk analyst provides support to users and collaborators so that they can carry out their tasks without problems. In addition, they carry out constant analysis to discover recurring incidents and establish methods to resolve them in the shortest possible time or even before they occur. According to a study by ThinkJar , 85% of customer losses are caused by poor service that could be prevented.
A help desk technician is in charge of updating the system and can work in the company either in person or remotely .
But what qualities does a help desk analyst need to be a good professional?
These are the main characteristics that a help desk analyst needs to succeed in their profession:
What is the help desk profile that companies are looking for?
Since the help desk analyst is responsible for technical problem resolution and conflict management, organizations that choose a help desk technician prefer people who are able to understand the problem and its causes in a comprehensive way and have the creative ability to solve it quickly.
According to Zendesk statistics , for 51% of customers a good customer service experience is one in which the support agent knows how to solve the problem.
Each organization generates a profile according to its needs, which is why there is no help desk profile for all companies. There are qualities that are repeated. Below we will see what are the most frequent characteristics that companies look for in a help desk analyst.
In general, organizations expect a help desk technician to assist employees, operators, and customers with IT-related issues, so that the tools needed by the support team are accessible and up-to-date. 50% of customers consider it important for a good experience that the agent has their details and order history when communicating with a company, according to a report by Zendesk.