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Want to get an online certification training?
If yes then I would prefer to go with information security or IT industry. As IT professionals like Help desk technicians need a full range of hard and soft skills to excel in their career. Hard skills like configuring Windows or troubleshooting a Cisco network is a basic prerequisite to work as an IT professional. However, soft skills are simply means a person’s capacity to effectively interact with others.
As demand for IT professionals has risen a lot and also the workforce becomes more competitive. Professionals who compliment their knowledge and training with superior soft skills are going to be in the best position for long-term success. Here are five of the foremost advantageous soft skills for IT help desk technicians:
Oftentimes, IT professionals should follow flow charts or predefined procedures they need to resolve similar problems. However, it’s impossible to make documentation for each and every possible situation. Many technicians do CISCO Training and get critical thinking skills to judge the present issue and compare it to past problems they’ve seen. they’ll then draw on this experience to troubleshoot and resolve unique and more complex problems. Critical thinking typically includes the subsequent activities:
Actively thinking: Many IT technicians use their intelligence, experience, knowledge, and creativity to identify an issue and try to get a solution.
Questioning: Critical thinkers often ask themselves questions related to a problem or issue, then look out for the solution. When troubleshooting, technicians identify a theory of a ground then try to validate the speculation.
Changing perspectives: Solutions are often more obvious when a technician looks at an issue from a distinct perspective, like that of a user.
Evaluating evidence: The critical thinker is in a position to use reason to gauge existing facts and gain a substantiated conclusion.
Having an effective written communication is a crucial aspect for every profession including help desk and technical support job roles. These written databases are useful for IT technicians to perform their actions to resolve an issue. Moreover, managers and supervisors also use these systems to review and evaluate your work for promotions.
Active listening is among the foremost valuable interpersonal communication skills. Give some thought to a time when you were talking to an acquaintance and it had been apparent he or she wasn’t being attentive.
Active listeners focus on what someone is saying; they make eye contact, nod and sometimes voice their understanding. When they don’t understand something, they ask queries to get clarification. Small nuances like this in the way you interact with people, when taken over a period or duration, go a long way in building a positive relationship with users, co-workers and management.
Verbal communication skills are critical to get success in any industry or job role. For instance, a user complains of something vague like their server is down or the Internet is not working. A technician might know a company has multiple one server and it’s unlikely the internet is down, so he has to gather more information to diagnose the matter.
Consider these two questions employed by technicians to urge more information:
o “Why is the internet down?”
o “What symptoms are you seeing?”
Both questions are open-ended, which is helpful when you’re looking for information from a user. However, when a question starts with “why,” it usually sounds like an interrogation or order. And the second one is to foster a collaborative relationship with the user and indicates the technician is there to help.
It is necessary to use language that avoids conflicts, there are times when a customer will become angry during a trouble call. Successful help desk technicians must understand how to handle these difficult situations.
One of the main elements of conflict resolution during a technical support call is recognizing that the user or customer is never angry with the technician, at least they don’t start out that way. Instead, the customer is usually frustrated with things and needs the matter resolved.
However, hard or IT skills can get you the job, but soft skills are also helpful for you to take your career to the next level. Help desk technicians and all career-minded professionals, IT professionals who are serious about performing to their peak capacity, should demonstrate a mastery of critical thinking, verbal and written communication, active listening and conflict resolution skills. If you want to know more about learning IT networking skills and online training courses, you can go to the website of iGlobe Career. Here you register for CISCO certification such as CCNA Training for better networking understanding.
