Take a look at any Service Desk vacancy and there it is, the ubiquitous phrase “must have outstanding customer service skills”.
So what does this really mean? As a recruiter specialising in this area, I strongly believe that the Service Desk is the face of IT to the rest of the business. The way it presents itself has a huge impact on the way the technology team is viewed within the business and can set the tone for the amount or lack of trust that exists.

Remember that the business needs technology to work for it in a seamless way which is neither clunky nor obtrusive to their day to day tasks. When a customer requires assistance, the most important issue to address first is the one which prevents them from doing their job. Tackle this first and foremost with clear acknowledgment that you understand the significance of the problem; then explain clearly in non-technical terms what you intend to do and the time frame for likely resolution. To take your service to the next level, think about what the best and worst case scenarios are and if possible plan contingency solutions for your customer.

Outstanding customer service is about good customer experiences – smile, be responsive and productive and remember that you are pivotal in driving the success of the business.