My Helpdesk Experience
Context
During my two years of work-study at the Mutualité Française de Haute-Saône, I was daily responsible for providing internal support over the phone. The volume of calls varied greatly, ranging from a few requests in a day to multiple incidents to handle simultaneously. The complexity of the requests also varied widely: from a minor malfunction to a major outage impacting the entire company.
Key Challenges
- IT Department’s Reputation: The quality of user support directly contributes to the image of the IT service.
- User Trust: It is essential that users have confidence in IT’s ability to efficiently solve their problems.
- Business Continuity: An IT outage can quickly slow down, or even block, the activity of a department or an entire store.
Areas of Intervention
Hardware
Buisness Software
Office Suite
Operating System
Skills Developed
Communication
Reassuring users about the seriousness of problems, keeping them informed of resolution progress, and showing diplomacy with the most demanding colleagues.
Responsiveness
Being available and efficient in handling unexpected requests, in order to minimize the impact on business operations.
Knowledge Sharing
Writing procedures for users afterwards, as well as notes for other IT team members, to make problem resolution faster in case of recurrence.
Collaboration
Working in coordination with service providers, users, and other IT team members to ensure quick and appropriate incident resolution.