Teams | Collaboration | Customer Service | Project Management

The tier 1 help desk is one of the most essential aspects of effective IT support. Done well, it can engage with end-users, and act as a single point of contact for colleague faults, requests, feedback, and questions, as well as an escalation point to other services. Even though it's only the second layer in the 5 levels of IT support, all too often the tier 1 aspect of support is overworked and underappreciated. So it's time to change that!

Like most companies, contact centers want their employees to be as productive as possible. But asking the world of them is unrealistic and counter-productive. Call centers frequently experience high rates of burnout, staff disengagement, and attrition, which can often be attributed to difficulties in managing productivity. And in the wake of the pandemic, these issues have magnified due to the transition to remote work.

IT support and service delivery mechanisms are changing. End-users are used to Amazon, Facebook, and Google levels of customer experience, so building a tier 0 help desk offering in your organization should be seen as a priority. Done well, this ground-zero level of IT support can empower end-users and help your agents to focus on more technical matters. But what is actually tier 0?

So you’re looking to start a career in IT. Good for you! IT jobs have been a dream for young professionals in recent years thanks to the rapid changes in the technology landscape. High pay, high demand, what’s not to like? However, in order to get started properly in IT, there are a few things that you need to get right. What are the possible career paths for you in IT? What skills do you need to start your career in IT? Can IT skills alone help you secure a job at the help desk?

If you’re in customer service, you’re likely to run into angry/frustrated customers who are facing a difficult time with your product or service. In these situations, you should know how to apologize to a customer properly. From the tone of your apology to how you write an apology statement, it shows the customer that you genuinely understand their position and are actively working towards fixing their issue.