1 / 28

Effective Communication Strategies for Help Desk Success in IT Support

This case study from Lodge Park Technology College explores the dynamics of effective communication within a help desk environment. It emphasizes the importance of understanding verbal and non-verbal communication, as well as written versus spoken methods. Successful problem resolution relies on a combination of these skills, using appropriate tools and mediating two-way communication. The role of help desks, FAQs, newsletters, and other resources is highlighted as crucial for supporting users and improving interactions. Learn how to enhance your IT support communications for better efficiency and user satisfaction.

mari
Télécharger la présentation

Effective Communication Strategies for Help Desk Success in IT Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. A case study from Lodge Park Technology College Effective Communicating • Tony Sheppard

  2. Hell-Desk (n): A helpdesk that has so many (l)users that it feels like everyday is a journey into the Seven Hells

  3. User (n): A person with any form of technical access.

  4. (L)user (n): A user that is so much trouble you feel like you should remove all access to anything remotely technical.

  5. “Bob” (n): A Technician or Engineer.

  6. “BoFH” (n): If you need to ask you have obviously never annoyed one.

  7. “Geek” (n): A nerd with social skills.

  8. “Teacher” (n): A person who helps others learn.

  9. “Manglement Speak” (n): The collection of phrases and buzzwords that rarely mean anything and just seem to confuse things, closely linked to initiative overload.

  10. “Technobabble” (n): A string of highly specific and descriptive words that make little sense to those out of geekdom.

  11. “A slight inclination of the cranium is as adequate as a single spasmodic movement of a solitary optic covering, to an equine quadruped utterly devoid of any visionary capacity!” - Gyles Brandreth Confused?

  12. What’s in a few words... • Verbal vs non-verbal • Written vs Spoken • Personal vs formal

  13. What’s in a few words... • Verbal vs non-verbal • Verbal skills used to explain meanings • Non-verbal used to convey feelings

  14. What’s in a few words... • Written vs spoken • Spoken conveys both meaning and feeling but not reviewable • Written conveys information that can be used multiple times

  15. What’s in a few words... • Personal vs formal • Personal gives specific information to a person or group of people • Formal can be generic information to assist anyone

  16. What works best? • A combination of all of them • Use appropriate means to communicate • Don’t be scared of asking people • One job, multiple tools • A never ending process

  17. Resolving issues • Communication is two-way • Be prepared to ask for explanations • Be ready to change your mind • Be ready to stand your ground

  18. Make it easy • People want to communicate... • People like to communicate... • People hate a lack of communication...

  19. Help the helpless • FAQs • Knowledge base • Newsletters • Handbooks • Manuals • ‘How-to’

  20. Roles of the Help Desk • A standard way of recording and logging incidents and requests • How is not important ... the fact that it is is a standard method is!! • Various methods : paper forms, email forms, online form, online database.

  21. Newsletters • A monthly newsletter • Tips and Tricks • New facilities • Advance warnings • Humour

  22. Handbook • Facilities Guide • AUP • SLA • Manuals • Helpful URLs • Teaching resources • Methods of Communication • Paper request forms • Training materials • User feedback • Dynamic Document!

  23. Wiki

  24. Communication • Online Help Desk • ICT User Group • Student Voice

  25. Where does it lead? • Becta /FITS • ICT Mark • ITIL • Long term planning

  26. Any Questions? http://www.lodgeparktc.com/support

More Related