People are the foundation of any support organization, as a matter of fact, fair or unfair, the help desk is the face of the entire IT department. In a recent survey by MetricNet, of global large-cap companies, 84% of respondents said that the help desk was a very important factor in determining their overall satisfaction with the entire IT department.
When staffing a help desk many would think to hire the most technical people, however, the most technical people are not always the most social; and the help desk is about personal service. Our company, Global Help Desk Services Inc. (GHDSi), has learned over our 16 years of delivering high-quality help desk services, that hiring employees with emotional maturity, or EQ, versus their technical ability, or IQ, lead to more successful agents by factor of 4:1.
In his book Emotional Intelligence: Why It Can Matter More Than IQ, Daniel Goleman defines EQ as the ability to understand, use, and manage emotions in oneself and others. And unlike IQ, EQ can be taught and learned. Those with High EQs tend to have four qualities or competencies in common:
The more of the qualities a person possesses, and the more they use them, the higher EQ they typically have.
At GHDSi we hire people who can understand problems as well as solve them. Giving our customers a great experience when they call our help desk. Our company culture is one of integrity, honesty, a spirit of excellence, and customer service. Our mission is to provide a distinctly pleasant, efficient, and consistent help desk experience by applying the best in people, process, and technology.
We invite you to download our complimentary eBook: Help Desk ROI: It's Not Just Financial. You can also click here to speak to our team of help desk experts.