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Help Desk Representatives

Experience, Skills, and Personality Traits

On-the-job training for help desk representatives usually lasts several months. Entry-level positions require prior customer service experience. Part-time or summer work in a computer store, customer service department, or related business is useful background for this job. Help desk representatives who work full time in corporate offices are usually in noisy, hectic environments. The ability to stay focused, speak clearly and listen closely to customers, and come up with solutions is key to success. Strong knowledge of computers and an interest in helping customers solve computer issues is required. Customers may be frustrated or angry over their computer problems, so patience and diplomacy are also beneficial.

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