What are the most effective technical support practices for end-users?
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Technical support is a vital service for any organization that relies on technology to operate. Whether it's a software issue, a hardware malfunction, or a network problem, end-users need timely and effective assistance to resolve their issues and resume their work. However, providing quality technical support is not always easy, as it requires a combination of technical skills, communication skills, and problem-solving skills. In this article, we will explore some of the most effective technical support practices for end-users, and how they can improve customer satisfaction, productivity, and efficiency.
The first step in any technical support process is to identify the problem that the end-user is facing. This involves asking relevant questions, listening carefully, and gathering as much information as possible. The goal is to understand the nature, scope, and impact of the issue, and to eliminate any possible causes that are not related to the issue. For example, if the end-user is having trouble accessing a website, the technical support agent should check if the internet connection, the browser settings, and the firewall are working properly. By identifying the problem, the technical support agent can narrow down the possible solutions and save time and resources.
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Jianming Wang
Lead Infrastructure Engineer | Service Delivery Manager | Building teams that innovate and provide public services through digital transformation of the nation.
It is important to be actively listening and show empathy and understanding towards the user. Be prepared to ask questions to clarify, acknowledge their concerns and reassure them that you are there to help. Always offer options and educate gently and provide context. This helps users understand the purpose and importance of the questions. Adapt your approach according to your assessment of the user's level of technical proficiency. Avoid rushing users through the process. Ensure users feel comfortable and empowered throughout the process.
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Andrew Jewell
Technical Director at Automatic Security Systems
Identifying the problem is a process not dissimilar to detective work. Although we'll all have our methods I personally like to establish a timeline first, this involves asking questions or checking logs, cctv footage etc: - what, first - when, second - how/how often, third A pro tip fourth question is - who else has been doing any work on this/in this area.
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The next step in any technical support process is to explain the solution to the end-user. This involves using clear, simple, and concise language, and avoiding any technical jargon or acronyms that the end-user may not understand. The goal is to make the end-user feel confident and comfortable with the solution, and to provide them with the necessary instructions and guidance. For example, if the solution involves installing a software update, the technical support agent should explain why the update is needed, how long it will take, and what steps the end-user should follow. By explaining the solution, the technical support agent can increase the end-user's trust and cooperation, and reduce the risk of errors or misunderstandings.
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Diana Sarpe
Help Desk Manager
The agent should ensure that the end user understands the steps he/she is supposed to be taken and also should confirm every stage of progress, in order for the solution to be placed successfully. This can be done using check questions like "do you see the x icon", "did the y led turned green" etc. For more complexe processes, a visual guide should be available for the agent to send to the end user on a convenient communication path - email, internal chat app, ticketing system.
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Arnold Wekesa
IT Support -East Africa
In the case of a user problem, I guide them so that they are aware of what actions to take next time to avoid the problem from happening again. It is important to communicate in a very simple manner, avoiding technical terms where necessary.
The final step in any technical support process is to confirm the resolution of the problem. This involves verifying that the solution has worked, that the end-user is satisfied, and that there are no other issues or concerns. The goal is to ensure that the problem is fully resolved, and that the end-user is happy with the outcome. For example, if the problem was related to a printer, the technical support agent should ask the end-user to print a test page, to confirm that the printer is functioning properly. By confirming the resolution, the technical support agent can close the case, thank the end-user, and ask for feedback.
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Arnold Wekesa
IT Support -East Africa
In my experience, I confirm resolution by doing tests myself so that I can be confident that the issue is sorted before approaching the user with the solution
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Diana Sarpe
Help Desk Manager
The final check should also include that the resolution given solved the original problem and, if further steps should be taken in the near future, with collateral support teams (replacement of equipments, other manuals or trainings to be given etc.), the end user should receive this information, to the best knowledge of the support agent, at the end of the interaction. If possible, the interaction should be reassigned to these teams (e.g. In a ticketing system, call center etc.)
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One of the best practices for technical support is to follow up with the end-user after resolving the problem. This involves contacting the end-user after a certain period of time, to check if everything is still working well, if they have any questions or comments, and if they need any further assistance. The goal is to show that the technical support agent cares about the end-user's experience, and to build a long-term relationship. For example, if the problem was related to a software application, the technical support agent could follow up with an email, to offer some tips or resources on how to use the application more effectively. By following up, the technical support agent can enhance the end-user's loyalty, satisfaction, and retention.
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Diana Sarpe
Help Desk Manager
The highly recommended way of collecting feedback is through a de synchronised written manner - survey, email. The chances of obtaining a more reliable and sincere answer are higher in this case, rather than using a follow up call or a in person check.
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Another best practice for technical support is to document the process of resolving the problem. This involves recording the details of the problem, the solution, and the resolution, and storing them in a database or a system. The goal is to create a knowledge base that can be used for future reference, training, or improvement. For example, if the problem was related to a network outage, the technical support agent could document the cause, the impact, and the recovery steps, and share them with other technical support agents or managers. By documenting the process, the technical support agent can improve the quality, consistency, and efficiency of the technical support service.
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Diana Sarpe
Help Desk Manager
The easiest and easy to scale way for documenting issues is through an internal ticketing system. Most apps offer the possibility of tagging or creating bookmarks of relevant incidents or requests, for future reference.
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Dillon Henry
Computer Specialist at Stillwater Public Schools
We have an internal wiki where we document common issues/solutions, processes, and lots of other information. Having a centralized knowledge store that we can go back to and update over time has saved me tons of time that would’ve been spent doing research.
The last best practice for technical support is to update your skills regularly. This involves staying updated on the latest technologies, trends, and best practices in your field, and learning new skills or tools that can help you provide better technical support. The goal is to enhance your professional development, and to increase your value and credibility as a technical support agent. For example, if you are working in the IT support field, you could update your skills by taking IT support certifications or training courses, that can demonstrate your competence and expertise in various areas of IT support. By updating your skills, you can improve your performance, confidence, and career prospects as a technical support agent.
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Jianming Wang
Lead Infrastructure Engineer | Service Delivery Manager | Building teams that innovate and provide public services through digital transformation of the nation.
Soft skills are incredibly important for technical support. They play a significant role in providing effective and empathetic support to users. Making users feel valued, heard and well-supported while dealing with challenging technical issues is what truly defines a superior and positive support experience. Users can get their problems resolved and you leave them with a lasting positive impression of the support service!
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Ogunlana Tunde
Senior Engineer Consultant at Currently seeking new opportunities
Conciseness practical presentation.