Yes, it’s another post by Ziggi over at Help Desk Talk. This one about the help desk solution puzzle. This is exactly what I’m talking about when I talk about working in tech support being about so much more than tech skills. It’s about knowing how to interact with people, read people, teach people, etc. Seriously, read what he says about it:
Some places that clients may come from-
Frustration with a situation they can not control.
Anxiety regarding the fix process.
Impatience to be up and running.
Fear of lost productivity or missing deadlines.
Anger at the situation in general.
Denial that they in anyway contributed to any of this.
Guilt that they may have contributed to this.
Impotence in not understanding any of this.
You can fill in the rest I’m sure.
Any two or three of these emotions would keep a shrink busy for at least 8 to 10 sessions but there is no shrink in sight so the Help Desk analyst is it.
If that’s not convincing you that people skills are vital to doing the job well, I don’t know what will!