An informed internal client base is an easier one to serve. Consider regular emails to end users with a “tech tip of the week.” 

Patience is a prime virtue for all help desk staff. Try hard not to make users feel foolish or inept, even if it’s sometimes an uphill battle.

When interviewing candidates for help desk jobs, include questions that will help you evaluate their customer service skills. Here’s one: “Can you give me an example of how you dealt with a frustrated client at your last job?”

No matter how crazy the question, think customer service day in and day out. It’ll do you a lot more good than eye-rolling.

Get the word out to your users that effective passwords aren’t a nuisance; they’re essential to protecting yourself — and the company — online.

As obvious as it may be to you, many users don’t really know what makes a strong password. You can help by offering examples. 

Make sure your staff understands the importance of soft skills in their jobs, such as displaying tact and diplomacy and acting as a calm influence on frustrated clients. 

It’s amazing how often the solution to a user’s problem turns out to be embarrassingly simple. Your job is to politely point it out without judgment. 

Your staff deserves breaks, of course, but have you staggered coverage for all hours of the business day? Fast, reliable technical support is critical to any organization’s success. 

Time management skills are essential for any busy help desk pro. But be respectful of other people’s time, too. Don’t let your clients feel forgotten, or present yourself as unapproachable.    

Desktop support staff are in high demand, but never hire out of desperation. Is the candidate a good fit for your workplace culture? The cost of a bad hire isn’t worth the gamble.

The IT field may be famous for its casual, if highly demanding, atmosphere. But always approach a job interview with a professional attitude and attire. 

Emphasize to your staff that solid communication skills are as important as knowledge of the company’s hardware and software. Help desk professionals increasingly need to be able to communicate clearly to multiple audiences.

Technical skills are critical to any IT job. But most internal clients aren’t familiar with technical jargon. Explain issues in terms they can understand.

To paraphrase a line from an old Woody Allen movie, technology is like a shark: It has to constantly move forward, or it dies. When making a case for new hardware or systems, help your boss see why you need to breathe life into the company’s infrastructure.

It’s OK to push hard for additional resources or useful upgrades. But you have to use compelling rationale so the benefits to both end users and the business are clear.

Millennials tend to have an innate grasp of cutting-edge technology. Why not have them “reverse mentor” more seasoned team members on the latest tech? It’s a cheap and easy way to share knowledge.

One advantage of help desk jobs is that you get to build relationships with folks throughout the company, from interns to executives. Be polite and respectful in every interaction — you never know when these connections might come in handy in the future.

You want to keep distractions away from your team. But independent projects appeal to many IT workers and can benefit your company as well. When possible, encourage your team to collaborate on solutions and special projects. The teamwork and free flow of ideas could deliver impressive results. 

Sure, you’d like to spend as much time as possible tinkering away on cool projects. But creating and maintaining tools that support the business should remain your primary focus — at least during working hours.

It’s easy for burnout to sneak up on a busy help desk team, so you should always be on the lookout. If you notice people with their heads down more often, see requests for overtime increase or sense stress levels rising, it may be time to add to your help desk staff.

On some days, it can seem like lunch is a luxury. That’s when you need a break the most. Even if all you can afford are a few minutes, try to step away from your desk and devices to clear your head and recharge.