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Service Desk Analysts are IT Champions

07/03/2013 by: The SunView Team


Working on the Help Desk or Service Desk can be a thankless job, but we are the Champions of our companies. Everyone from the c-level executives to the summer intern need our help, sometimes on a regular basis. If you have been sitting at the Service Desk for a while then you have had some painful experiences. But, I like to remember the Wins instead.

You know, the time your customer was in a panic and you were able to fix the problem in record time and get them back to their job. Wow, those are the times we need to remember, not the crash and burn sessions.

If you are looking to improve your Service Desk, try out the new ChangeGear test drive.

Why was I reminiscing - through rose colored glasses - about the good times that can be had as a Service Desk Analyst? This week, I read a post in TechRepublic about being a Remote Engineer. In this article by Jack Wallen, 10 important lessons I've learned as a remote engineer, he gives some excellent advice.

Here are some of my favorite points:

It never fails to amaze me that there are so many out there who depend upon the PC to do their job - while at the same time have zero knowledge of the tool€¦if you work at a PC all day, you should at least know how to enter a URL into a browser.

No matter how frustrating your job is, it is crucial to remember that the person you're trying to help can't do their job until you do yours. That means the longer it takes you, the less patient they will be. The less patient the end user, the harder your job will be.

If you do not have patience, you should seriously reconsider doing remote support. I always start with the simplest possible solution, even if it's a reboot of the desktop. Often, the simplest answer will work, saving you time and saving the client money. That is a win-win.

€¦you need to gather as much information as possible - the more detailed, the better. Find out what end users were doing when the problem started, what they have done since, what the expected behavior should be, what platform they're using, any passwords they might have, whether they're connecting to a server, etc.

€¦make notes of what you do to solve issues (unless it's a common issue). Doing this will not only make your job easier, it'll make it faster. In the world of remote support, efficiency is king. (This is a great example of using KBs or your Knowledge Base Articles)

Wow, that is some great advice from a true remote support pro. If you have any advice to share with my readers, please feel free to drop me a line.