IT: How to Answer Helpdesk/IT Support Phone Calls? (Proper Etiquette)

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[@aknahal]

it's crazy how valuable are your vids, keep up your good job!

[@KevtechITSupport]

thanks!

[@abdumka]

Thank you, working in IT with English as not the mother language I've been having issue with ending the conversation. Thanks for giving those examples.

[@rekt3651]

Kevin is the IT guy that everybody wants to be work with and go to

[@Colonel-Sigma]

I've been looking into a possible career switch to IT and These video's have shown me that I've basically been help desk for my friends and family my entire life.

[@breakert206]

Thanks for the video and content! Started my first IT Support role with a MSP about a month ago... Tons of things to learn and having proper phone etiquette is something I am still working on.

[@KevtechITSupport]

Cool.

[@AzzyHighlights]

Just got my first helpdesk job beginning of this month. What I found difficult was using the phone and building relationships with clients. I went from working in a call centre which focused on less on customer service and directing customers from A to B. However, IT helpdesk is completely different and you have to build a solid amount of rapport with the clients to be able for them to be happy. I'm kinda of a straightforward, blunt dude but this video helped me! Thanks man

[@KevtechITSupport]

Congratulations on the new job. Nice work.

[@TamARaPOrtEr1]

Thank you for continuing to make these videos. They're very helpful!

[@KevtechITSupport]

thanks!

[@dm5sr]

Really nice. Scenario from the real IT everyday life.

[@KevtechITSupport]

thanks

[@Manfredi1998b]

i freaking love you Kev! I really aprecicate your content, cheers from Chile!

[@KevtechITSupport]

Thanks.

[@dmac93065]

I like the new intro. Great content as well.

[@KevtechITSupport]

thanks!

[@javierlujan9249]

Thank you for your advise man you are a down to earth guy thumbs up for your content

[@KevtechITSupport]

Thanks

[@oriostx]

Thank you for all the help kev!

[@yunuerc]

great content man, your videos help me a lot! keep going! Thanks!!!

[@Rishavchhetri]

Thank you so much this video helps me a lot….

[@Emegleshow]

Great video as always Kev! :D

[@KevtechITSupport]

thanks!

[@wincancel]

Good video. Exactly what I needed, thanks

[@KevtechITSupport]

Thanks

[@awurogeorge1016]

Hi Kev , been watching ur videos for a few weeks now , they have helped a lot. Just had an interview and it turned out I was scored down by a rather less difficult question n hence didn’t get the job. I will appreciate your help with this. The question goes thus; Can you describe the stages at which a call goes through; and advise at what stage does the call cease to be your responsibility?

[@KevtechITSupport]

Aww. That's an ITIL question. Understanding the ticketing system and how to handle tickets and moving them to a different department.

[@awurogeorge1016]

@@KevtechITSupport Thank you for the clue, I will do some research on that

[@rommelaquino1808]

Hey Kev, first of all great tutorial...please keep making informative videos like these. Okay, so my question is..I heard somewhere that a golden rule is "to work with co-workers not for them". How do you know if certain people are getting to needy and slowing down your productivity?

[@KevtechITSupport]

Will do, thanks. Some people that call might be the same client or user through the ticketing system. You will know who's a regular caller vs a new caller. Sometimes you need to educate them so they don't call about the same issue again. Educate the client so they don't call for the same problem again. If you want less calls, you need to educate the user. This is a golden rule in IT. You don't yell at the client, you teach them a smarter way to avoid the same issue. This saves time and also making tutorial sheets for clients does help a lot. Just like I make videos on KZbin, I make tutorial articles for people in our office.

[@Intrepid344]

Great video! And love the shirt :-D - gonna find me one.

[@Timeless_Essence]

great helpful videos man!

[@Aaron-bingbong]

You have a really beautiful schnozzer

[@NoName-lq7kt]

This kid's dad really loved him.

[@nlproductions9215]

Bro asked if the guy was good 4 times haha

[@trscsaeg]

Do a video on dead air when you're remoted into their computer. It doesn’t feel like dead air because they can see I'm doing something on their screen when I'm nottalking but it’s still considered dead air where I am

[@KevtechITSupport]

Don't have a video on that. That's very specific. You should probably check reddit.

[@waleedazami8614]

great video brother

[@KevtechITSupport]

Thanks

[@serbonkers4130]

When youbwork as help desk support, does it mean that you will recieve calls from employees of your client?

[@KevtechITSupport]

You get calls from people at work

[@serbonkers4130]

@@KevtechITSupport alright. Thanks! I guess the chances of taking calls from difficult customers are slim compared to working as tech support from call centers, is that correct?

[@KevtechITSupport]

@@serbonkers4130 it depends on the company. Some people are chill and some people get piss off easily.

[@alexjeremiahgaming8915]

Kevin thanks thanks for this video i have a question when someone call you to fix an issue for example in excel or word you do remotely? I am confused thanks.

[@KevtechITSupport]

you remote into the person screen and fix the issue. Basically do a screen share.

[@alexjeremiahgaming8915]

@@KevtechITSupport hi again you think when you make videos next time you show how to do it thanks.

[@KevtechITSupport]

@@alexjeremiahgaming8915 I made a video on excel issues already and how to fix it. kzbin.info/www/bejne/f4vVZamZesugibc

[@alexjeremiahgaming8915]

@@KevtechITSupport yes i saw that video Kevin i am talking about how to fix anything computer issues remotely thanks

[@KevtechITSupport]

@@alexjeremiahgaming8915 your company usually provides a program to do screen share like Skype share, teamviewer, go to assist or another application.

[@Guillie641]

How did you sreen share it did you TEAMVIEW

[@KevtechITSupport]

whatever app the company uses.

[@mauselioe6838]

Bro I’m finishing up my associates in IT this school year and the option of transferring to a university to get a bachelors in IT is closing in on me, I want to make this money ASAP. But idk if I should hold off on the money and transfer to obtain a bachelors so I can try to skip help desk and land a more higher end job in IT? Thoughts? Thanks

[@KevtechITSupport]

You should go for the bachelors degree and work at the same time. Get some experience while going to school.

[@delboyg01]

Don’t skip the help desk, at that position you learn at lot, about dealing with the various levels of employee / management and the company culture, especially important if first job is in a corporation. You will not gain that sort of experience in Uni and it’s almost more important than your qualifications. Kev is right, try to work and study a the same time!

[@eladorable]

Every person is different. You need to evaluate what you wan to be doing. A Bachelors will definitely involve more computer science and programming languages, which is great, but maybe you're like me who don't really get or is not too interested in writing code all day. My college teacher was a very high-paid technologist at his job and only had a 2-year degree and wasn't interested in anything else.

[@KevtechITSupport]

@@eladorable this is true. Everyone is different and it really depends what you want to do. I went to college for a bachelors degree in criminal justice and ended up working in IT. The first few years in the college, you don't really know what you want to study. Sometimes you need to give it time and figure out what you will really like.

[@FranciscoHernandez-cu2zu]

How do I ask the person from help desk on helping me unlocking my email from Authentication and I forgot to add a alternative

[@KevtechITSupport]

that depends on the company, every company uses different technology. I can't answer that question.

[@VinodKumar-eq9lf]

Hi sir i new in it support kindly help me out?

[@KevtechITSupport]

What do you need help with?

[@VinodKumar-eq9lf]

I am working in a it process where i need to work as a tech support representative and work on l1 and l2 in ticketing tools that to in service now kindly help me out?

[@KevtechITSupport]

@@VinodKumar-eq9lf it should be the similar to jira. I can't help you out with that, you need to learn on the job.

[@VinodKumar-eq9lf]

Ok thank you

[@KevtechITSupport]

@@VinodKumar-eq9lf have a look at this video, common IT issues. kzbin.info/www/bejne/mGi5h5R_nsaYgbs Also look at this video which goes over the ticketing system: kzbin.info/www/bejne/iWO6pGOZrNZsoJo

[@aterritorian2536]

Ok BUT you always seem to miss or assume a whole lot of things. Such as in this case how do you know who is calling? What computer they are on etc. I was looking for some material to assist our new staff but unfortunately your video's are missing too much to be able to be used by us.

[@KevtechITSupport]

All that information is provided at work. If you work in an environment. They have asset management, pc name, etc. Unless the company is disorganized.

[@goodnessgracious7323]

Isn't helpdesk spam? Why do they call people who don't even know what it is?

[@KevtechITSupport]

I have no idea what you talking about. Helpdesk is IT support.