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How To Run A Successful IT Service Desk


In this age of daily technological innovations and inventions, almost all businesses rely on technology to plan for and run their day to day operations. The enhanced use of technology has necessitated the emergence and use of IT service management experts. If you have an enterprise that offers IT services, here are some key tips to help keep your customers happy.


You should remember that most of the enterprise owners who use technology on a daily basis may not be very tech savvy. If you have been called to offer a solution to a problem, you should keep the tech jargon to a minimum. Explain to your customers in a language they can understand what the problem is, how it can be solved and how to avoid it in future.


As mentioned earlier, most businesses rely on technology. As such, any technological hitch can result in disastrous losses. When called upon by a client, ensure that you show up as quickly as possible. If you are not able to service a client due to prior commitments, ensure that you let them know immediately.


Every business likes to remain as secure as possible. Ensure that you inform your customers on the best security updates they can install any loopholes you may observe in their system. If you are committed to keeping the network and security system of prospective clients secure, you are likely to become very successful because of repeat business.


If you want to become among the top in your field, you should show passion in your work when dealing with clients. Sometimes, you may be called upon to fix one issue but notice other problems. Even if you are not being paid to fix the new issues you notice, inform the client and offer possible solutions. Clients love service providers who are willing to go over and above their current work description.


There are very many areas that you can choose to focus on when working in an IT service desk. Ensure that you are very knowledgeable in your chosen field. You should be able to concisely answer any questions that clients may come up with without fumbling. Always remember that one of the measures of expertise is the level of knowledge you have in a field.


One way to really stay ahead of the game as an IT service professional is to keep abreast of developments that happen with technology. As technology changes, so do the requirements of organizations and clients. Ensure that you understand how to handle the servicing of the latest tech gadgets, software and other emerging innovations.

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ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

PRINCE2® s a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

OBASHI® is a Registered Trade Mark in the United Kingdom and other countries

COBIT® is a trademark of ISACA® registered in the United States and other countries. 

The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries. ISO is the owner of the ISO/IEC 20000 standard.

ITIL, COBIT, RESILIA and ISO Courses are provided by IT Training Zone Ltd, an ATO of AXELOS. All other accredited course material is provided through Accredited Training Organisations (ATO) registered with the relevant accreditation authority. For further details please contact Helix Learning direct