1st and 2nd line IT support

rsc21

rsc21

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Going in for a selection event for a posistion in 1st and 2nd line IT support, they basically want somebody who's got experience on the phone but it's not essential as they say there's 3 months training.

Anybody here in the same or similar field of work or has been in this field of work?

Just want to know what they expect from you. I know I don't want to sound too clever because I'll be dealing with the average joe so I can't talk about what's their FSB or memory latencies.

The reason I'm asking about this is because there's going to be a role play excercise and I expect me all others at the assessment will be on the recieving end, how are calls handled, what do I need to say?
 
It's not so much what you need to say but how you keep your patience.

And to deal with the public at large you'll need the patience of a saint.

They will probably do their best to antagonise you and make you lose your cool. If you do, you're not suited to the job, simple.

Let them rant and when they finish or pause, ask them gently if they're ready to follow some instructions.

I wouldn't do that job for an endless glass of Guinness meself :)
 
Sod that ... been there, seen it, done it ... and I'd want a lot more than a bottomless glass of Guineas.

I'd love to know what the "training" will be ... ;)


Oh, one bit of advice ... if you do not know the answer, tell 'em you don't know, if your Boss don't like that then HE is in the wrong job. :D


Good Luck.

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I don't think they expect me to know the answer to everything, but if I was in a situation where I didn't know the answer, I'll let the customer know that someone will be in contact with you shortly to help with your problem.
 
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