Selling Your Soft Skills As An IT Technician

The first line of defense in IT is the Help Desk.

The first thing a customer is going to hear is your voice. Your ability to ensure comfort, to ensure confidence, is to put both in your voice. Tech skills matter, but not every situation you encounter is a matter of having knowledge but how to give that knowledge with in a way that makes it accessible and comfortable for the customer. For most customers the nooks and crannies of how you resolve a problem aren't important, for others who are more tech savvy, this may be important to them. Ultimately, as long as customers trust you and feel at ease, a resolution to any issue is always achievable—even if it involves referring the problem to another team or having a specialized team conduct further examination.