Life on the Help Desk is tough sometimes, so on this Friday, I encourage you to take a little break and enjoy this Dead Troll video about the Internet Help Desk. This video talks about how life on the Help Desk used to be, but if you've been working on a Help Desk for a long time, you can probably relate to the frustrations.
For those not wanting to click through, here's the situations that I could relate to from my days on the Internet Help Desk at ExecPC.
- Unsure of any error message.
- Unsure of application being used.
- Unsure of how to turn the machine on.
I can tell you, end users are MUCH smarter now. Just about everyone has a computer at work, many more have one also at home, and they know a LOT more about things than they used to. If you help people understand why you need the exact error message, things can go MUCH more smoothly.
If you help people understand where things are located (like the name of the application and the power cord), they can actually help you do your job. If you don't, you'll end up just like our buddy on the Internet Help Desk, talking about how he's got a "12 o'clock flasher" and needing to talk to the kid in the house to get the job done.
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