[Edwardsumkahhou]

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

[Wondergirl]

Which aspect?

[NeedKarma]

About what?

[Edwardsumkahhou]

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

[Edwardsumkahhou]

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

[Edwardsumkahhou]

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

[Wondergirl]

Are these homework questions?

[Edward1982]

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

[Wondergirl]

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?

[Edward1982]

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.

[Wondergirl]

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?

[Edward1982]

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

[Wondergirl]

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.

[Edward1982]

Tq.your answer has inspired me

[Wondergirl]

your answer has inspired me

How has it inspired you?

[Edward1982]

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.

[Wondergirl]

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?

[Edward1982]

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

[Wondergirl]

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.

[Edward1982]

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