The Top Six Qualities of a Successful Deskside Support Technician

by | Mar 22, 2018 | Managed Services

THE TOP SIX QUALITIES OF A SUCCESSFUL DESKSIDE SUPPORT TECHNICIAN

Deskside technicians work alongside our clients’ end users to make sure that when issues arise with their IT assets, their questions are answered and solutions are found.  Located directly at our clients’ sites, our technicians are always on hand so the end users can go back to their work as quickly as possible.

To understand what makes a successful Deskside Technician, we talked to three managers that oversee the Deskside Operations for our clients: Simon, Bernard and Brian.  They came up with six qualities.

Deskside Support Managers

Coreio’s Deskside Support Team Managers (L-R) Simon, Bernard and Brian

  1. CUSTOMER SERVICE

Every technician, regardless of the client they support, must have excellent customer service abilities.  This means clients are shown the respect and courtesy that builds long-lasting, strong relationships with the clients and their end users. Because we are essentially a guest in their home, it’s important that we treat them right.

  1. ABILITY TO COMMUNICATE

The way we communicate a problem, and the language we use, can sometimes be more technical than the language our clients use.  The ability to translate the solution into clear, straightforward and concise language that the client or end user understands is essential.

  1. ADAPTATION TO THE CLIENT

Understanding our clients isn’t enough; technicians need to become part of our client’s culture, helping identify and achieve their goals. This allows us to build trust and become familiar with their procedural knowledge. Being able to adapt and customize our solutions to the client, in their language and using their procedures, allows us to minimize disruption on end users.

  1. DIAGONOSTIC SKILLS

Deskside technicians are paid to solve problems; therefore, they need to have the ability to see a problem, go through procedures and arrive at a solution within a timely manner. Our experienced technicians train our new techs in these procedural steps so they can better diagnose a problem and develop a solution customized to that specific client need.

  1. TIME MANAGEMENT

Clients require speed, efficiency and unfailing execution, which is where time management comes in.  This means the ability to handle issues that arise and follow procedures promptly, but also,  the ability to make sure every detail is accounted for in the process.

  1. TECH SAVVY

Our technicians should be aware of the technological landscape and understand the ins and outs of the technology that our clients use, and possess expert-level operational knowledge. This includes being familiar with Service Management systems like ServiceNow and other similar Service Management tools.

It is essential that our technicians have experience and knowledge to handle any issue that can arise. This includes certain certifications in CompTIA A+, CompTIA Network +. Being a Microsoft Certified Solutions Associate or a Microsoft Certified Solutions Expert is helpful.  It is vital to maintain vendor certifications with the manufacturers of the equipment they work on.

Coreio’s Deskside Technicians pride themselves on providing unfailing execution to our clients. Our Technicians have the skills, certifications and technologies to provide the level of unparalleled service that are clients have come to expect.