MSITM - ISR Web Portfolio
Working in the IT field as a Consultant for NTT Data at Vanderbilt and for Texas Tech University’ Desktop/On-site Services department has taught me that being an IT professional is about providing excellent customer service, not just about utilizing your technical knowledge.
An IT professional are providing a user experience to their customers/end users. Customers should be treated with patience and empathy. Someone with the technical skills and knowledge should not only resolve the issue, but make someone’s day. End user experience should result in resolution and happiness, I know that I wouldn’t want to be left helpless.
Complaints, should they arise, should be met with professionalism and understanding. Use the Socratic questioning method, “What do you mean by…” Complaints are often the result of problems that have yet to be solved (Ciotti, 2016.) Find the root of the issue and make someone’s day!
Customer Service Standards
Helpdesk Ticket Response - Sample
Good afternoon,
Thank you for the information regarding your account being locked, ____. I apologize for any inconvenience this may have caused and I am here to help!
Below is a link to reset the password to your user account, please click the link and follow the instructions on screen to reset your password. Then, try again.
Password Reset Hyperlink: __________
If the problem persists, or if you need help troubleshooting the issue, please do not hesitate to reach out!
Thank you,
Trevor Boortz
IT Helpdesk Support - Tier 1
