What do I need to know for a help desk job?

  it help desk jobs

12 traits hiring managers look for in help desk job candidates

• A real desire to help people. ...
• Works 'with' and not 'for' the customers. ...
• Positive and optimistic approach to problem-solving. ...
• Creates and cultivates a playful and relaxed work environment. ...
• Collaborative team spirit. ...
• Passion for the product.
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  Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a certain mix of skills, values, and personal characteristics to really go far in a help desk or support career.

  I sat down with Rick Bal, a Premier Support Manager here, and asked what impresses him most when looking for and interviewing help desk or support candidates. With over 5 years leading and staffing Atlassian support teams, Rick knows what makes for a stellar help desk support agent.

  12 traits hiring managers look for in help desk job candidates

  1. A real desire to help people.

  This person does a great job because they truly want to help others, not because it’s “their job”. They work hard to play hard, find joy in their day-to-day tasks, and have passion for their role.

  2. Works ‘with’ and not ‘for’ the customers.

  A superior support agent sees the customer as an equal partner, and considers themselves an extension of the customer’s team. Identifying with the customer as a partner helps support agents treat problems as their own and provide a level of service that they would expect themselves.

  3. Positive and optimistic approach to problem-solving.

  Support jobs can be difficult, but this person doesn’t allow negative customer interactions to become contagious. In the face of a tense or charged situation, this person knows how to stay logical and focus on solving the issue at hand. They approach customers with empathy, don’t complain about customers when things get tough, and look for what can be learned from the situation.

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