Productive IT support runs on experience and this takes training. IT support staff who receive no training, or little training, cannot possible provide a service that encompasses all aspects of your business and therefore cannot provide a service which is in tune with your business requirements.
One aspect where training is key to a company’s success is their customer support staff, often in the form of a Help Desk. Help Desk staff are required to take calls from customers and provide the help they are seeking. This entails being able to operate and interrogate the system they are working on. Logging into the system and being able to navigate around it to find information, quickly and with a great deal of efficiency. IT support staff are required to deal with a host of different enquiries, one after another, all day long, so the only way you can guarantee consistency in their level of service is to provide each an every one with the same information that enables them to operate the system and provide support to your customers.
No training = no experience
Apart from providing training on common systems use, how and where to find information and how to log calls, training should also include information regarding your company’s policies, especially internet based policies and what your company’s SLA’s, or service level agreements are.
IT Support staff are of course not only those who deal with customers, they are the people who keep the systems running and who upgrade the systems, maintain those systems and are the people who ensure your systems are cooperating with each other through the network as well as being responsible for how both information and systems are provided and presented to the end users.
