Tech Talk Live Blog

Help Desk: Tips and Tricks 1

Help Desk technicians get bombarded everyday with support calls, tickets, and last minute requests. They are usually the first line of defense for any device that plugs in to a wall. Technicians must think fast and react quickly in order to provide great customer service. Most tips and tricks found on the web are intended for end user support or for really technical system admin issues.  The Tips and Tricks for this reoccurring post are intended for the Help Desk technicians looking for a quick “tip” or “trick” that can help them keep their stations secure, improve productivity and response time, learn quick shortcut key commands, and resolve common issues. Have a tip or trick that you would like to contribute? See the end of our blog for submission instructions.

  • Most technicians possess high level security access and often must quickly leave their work stations to address a support call. Pressing the “Windows key” and letter “L” key will secure your computer and protect the organization’s data.
  • Recommend the utilization of multiple monitors within a workstation – this offers higher productivity options.
  • The beauty of a name – As field technicians, we represent our departments everywhere we go. We speak a language that most of our customers do not understand.  One way we can quickly bond as we assist them with their issue is to announce ourselves by name and to also use their name when we speak to them.  It allows us to look very professional and demonstrates a level of compassion towards them and their concern.
  • “Did you reboot your computer?” A simple reboot done by the user can fix a lot of issues in one fell swoop, and save a trip to another building by an onsite technician.
  • To find the system information of a computer from windows command line use the command Systeminfo. This command shows the following details: computer name, OS version, OS configuration, OS type, Install Date, System uptime data, BIOS version, Available physical memory, Processor model, Hotfixes installed, Network cards information, Domain name of the computer, System Locale, Time Zone, and many other details.

The above tips were submitted by Help Desk technicians from the School District of Lancaster (Lancaster, PA) and Lancaster-Lebanon IU 13 (Lancaster, PA).  The staff of the Tech Talk Live blog would like Help Desk Tips and Tricks to be a recurring post.  If you have a tip that you would like to have considered for a future post, please send your tip by email to ttlblog@techtalklive.org. Thank you!

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