Marie’s Answer: You sound like a bright, capable person who has simply landed in the wrong job. You need a position that matches not only your skills, but also your personality. Calming down angry, frustrated callers requires a tranquil temperament and a truckload of patience. Help desk work also involves constant interaction, which can be stressful for introverts.
Because of your “extensive computer knowledge,” you may have less tolerance for those who are technically challenged. And you may unintentionally come across as condescending.
In your job search, aim for a position with more technical problem-solving and less interpersonal tension. You will be happier with your work, and will be happier with you.
While on the help desk, however, you must treat all callers respectfully, even the dimwitted and annoying ones. Never hang up unless someone is being profane or abusive. Learning to manage these conversations will benefit you later on, because aggravating people are everywhere.
For an Office Coach overview of your own natural work style, see Work Style Opposites.
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