Hiring and retaining capable help desk personnel and support technicians are challenges for any organization. Support staff require both technical knowledge and communication skills if they’re to succeed in the role, yet technically competent and polished communicators are often recruited by multiple companies at once or quickly move into other positions within the firms where they work, where such skills and talents are often viewed as having a greater impact.

This guide, written by Erik Eckel for TechRepublic Premium, offers advice on how to keep such staff in your organization.

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CHART SPECIFIC PATHS

Charting specific paths for individual employees ensures the career route mapped for each support tech matches their interests, which must, of course, ultimately be matched to the organization’s needs. While that’s an occasionally complex combination, the variety of skills and expertise needed in contemporary firms almost ensures opportunities can be matched to an individual’s desires, at least in some capacity. If not, it’s possible the individual was mismatched to their role from the beginning.

Managers should remember, too, that many support techs want to remain support technicians, while others strive to become network administrators, systems engineers, voice engineers, project managers or IT managers. Some techs are interested in desktop administration, particularly OS imaging and deployment, while others seek to become server administrators. Others seek to develop networking, firewall and routing skills, while others might want to focus on building VoIP knowledge.

Enhance your employees’ prospects with our eight-page PDF guide. Previously priced at $29, this is now available for download at just $9. Alternatively, enjoy complimentary access with a Premium annual subscription. Click here to find out more.

TIME SAVED: Crafting this content required 16 hours of dedicated writing, editing and research.