I'm a IT helpdesk executive .does anyone know more about it?

Which aspect?

About what?

Any script to put your client on hold when you really need sometime to check for solution to avoid impatience from the mentioned client?

Any script to put your client on hold when you really need sometime to check for solution to avoid impatience from the mentioned client?

May I know whether IT helpdesk is a long-term career ?

Are these homework questions?

Thanks for response.I've just joined IBM English-speaking IT help desk position.a bit blur with the working environment.
Just need to know how to make it a good start.TQ

My son worked at the Lucent helpdesk for several years, but it was taken over by a manager who ran it badly, so my son found a different job. A lot depends on the manager and the rules for the helpdesk employees. Is the time to help limited? Is any straying from the script allowed so that there is an opportunity to emotionally connect with the caller? Are the employees trained so that they actually know what they are talking about, or are they limited to following a list in a troubleshooting computer program? How important is the caller to the company?

You know different country culture will come out with different people with different behaviors.so that in my country,most people is impatient,they want answers from any question asked to be straight- forward.most of the time,it's hard to put them on hold.

Are the employees trained so that they actually know what they are talking about, or are they limited to following a list in a troubleshooting computer program?

May be what you mentioned is true.Troubleshooting is what they need rather than building rapport over phone.

When my son was on the helpdesk, he had to use a computer program and follow a list of troubleshooting tips. He had no idea of what he was talking about, so if a customer asked a question that wasn't on the list, my son could not answer because he didn't know anything about the product, and the customer got angry. That is not good business.

Tq.your answer has inspired me

your answer has inspired me

How has it inspired you?

The inspiration is all about no one is perfect but teamwork,meaning if I couldn't solve,my team member will do on my behalf.

The inspiration is all about no one is perfect but teamwork,meaning if I couldn't solve,my team member will do on my behalf.

And you, in turn, will help your teammates too.

Does IBM train helpdesk employees, so they know the products?

We got a lot to be trained as you know IT is a subject that is rapidly-changing stuff.What is your occupation actually since you tried to answer my question?tq

What is your occupation

I was a teacher, worked in public libraries for 30 years (15 of those were in cataloging), am a counselor and a published author. Because of my cataloging work, I do understand how quickly the IT field is changing.

I'm a IT troubleshooting helpdesk executive.Where are you from?I'm Malaysia Chinese.

I live in the Chicago area along with numerous immigrants and children of immigrants here from many, many countries including Malaysia! That is the best part of Chicago -- the huge variety of cultures living here who share their goodwill and their recipes with us.

Ha! It's good to know you wondergirl.I have got to know an English teacher also from this website,askme.com for 6 years but unable to chat with her now,may be there is a problem with her mail system.She is called Joanne staying in new jessey, a retired teacher who is a wonderful horse rider.

I don't know of a Joanne from New Jersey. I used to know an English teacher who called herself "Schoolmarm."

Please come back to ask more questions on any board, Edward. And let me know how your job is going.

Yes she is the one.Do you have her link to access?I've just started my current mentioned job.I think it would be another journey of my life since my life mission is being an entrepreneur but our country politics situation here is still a mess

I will go on a search for Schoolmarm. I can't promise you anything, though. Does she know you as Edward?

Do you stay in touch with her via email?

Since the last time there was no response from her,I thought she might have faced some tasks to complete.She is a freelance writer.Hopefully,I'll try again.Have you stayed in touch with her before?Is it evening time in US right now?

Try again with her email address. It works for me.

In New Jersey now, it is 5:30, suppertime :). In Chicago, it is 4:30.

When posting a follow-up question or info, please use the Answer options at the bottom of the page rather than the Comments. Please don not post personal info like e-mail address.

Finally, I did get schoolmam to reply.She is very busy with her farm and managed to keep her body fit at her retired age.What a shame.LOL

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Originally Posted by Edward1982

Finally, I did get schoolmam to reply.She is very busy with her farm and managed to keep her body fit at her retired age.What a shame.LOL

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Why "what a shame"? She sounds like a wonderful, active person.

Do you know about any link to help enhance my writing skills?Ya, She is very active woman like my mother who know how to enjoy herself.She is a good model for those who are fed up with busy life.It's a change of mind that makes a deference.

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Originally Posted by Edward1982

do you know about any link to help enhance my writing skills?

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Probably the best bet is to find an email buddy who knows good English. Or find a chat site where you can have online conversations with other people all over the world. There are grammar sites that have quizzes that you can take and then get the results immediately. Sploofus is a trivia site, but it also features chat boards and boards on which major topics are discussed.