After users report issues to the help desk through phone or email or a ticketing system, technicians track issues and begin to identify the glitches using conventional procedures and their insights. After isolating the problem, they find ways of fixing it. They need to replace the faulty hardware or resolve the software problem, depending on whether it is a software or a hardware issue.
If specialists cannot fix the problem, they escalate it to the relevant department. They also fix other devices, such as printers, scanners, copiers, and fax machines, among others. They should have excellent customer service skills.
Specialists should have solid analytical and problem-solving skills. They should be able to work calmly under pressure and be able to handle multiple tasks.
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