Technicians go through plenty of technical training, whether it's formal or on-the-job, but many overlook one of the most challenging parts of the job -- talking to users. Unfortunately, users are often contacting IT when something is wrong, which means they're stressed and have a tendency to take that out on the people just trying to help. In this stream, we talked with a few IT leaders to discuss how they train their team members to support users and make their organization fall in love with the IT team.

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00:00 Welcome and Introductions

05:17 Team Sizes and Experience Levels

10:20 User Personalities

15:15 Training on User Interactions

19:03 Handling Frustrated Users

27:44 Challenges in Connecting with Remote Employees

32:53 Deskside Support Tips

39:40 The Importance of Hiring