Introduction First Impressions Personal Appearance Technical Skills People Skills Essential Service Telephone Help Technical Sources Human Resources Record Keeping Reporting Faults Incident Recording Support Methods SLAs Software Improvements Gathering Information User Solutions Macros Scheduled Tasks Batch Files Plan and Test
Technicians’ Site

Copyright © Anne Watson

Home. e-learning. Multiple Choice. Handouts and Links. Contact Anne. About this site.

End User Support


There are several roles which can be undertaken within the area of customer support. These can broadly be split into three main areas:


Field technician - visiting customers and fixing or resolving problems in a face to face situation.


Internal helpdesk - responding to requests and queries for one company. The internal helpdesk employee could also assume the role of field technician within the company.


External helpdesk - supporting customers that buy products and services. This support is often given over the telephone and specific interpersonal skills are required for this role.


There is one common factor for all types of support staff. The end users they are paid to help are customers, who will have varying ICT skills and who may love, hate or feel indifferent to the technology they use - whether at home or in their job role.