Chapter 4

Technical Writing Skills for Support Professionals

Within a service desk environment, good writing skills are crucial for tasks such as logging tickets, sending emails and instant messages, creating FAQs and knowledge base articles, drafting reports, and developing policies and procedures. When crafting these documents, it's important to consider the target audience and the document's purpose. Understanding the audience's needs and how they will use the information ensures that the content is relevant and effective. Adhering to documentation standards promotes accuracy and consistency across all materials.

Key Terms

  • Technical Writing: The process of conveying complex information in a clear and concise manner.

  • Self-Service: Systems that allow customers to access information or perform tasks without direct assistance from a service desk analyst.

  • Knowledge Base: A repository of information and solutions that can be used to resolve customer issues.

  • Content Management System (CMS): Software that helps organize and manage digital content.

  • Frequently Asked Questions (FAQs): A compilation of common questions and answers on a particular topic.

Technologies like the Internet, email, and chat have redefined the ways that service desks communicate with customers and now complement more traditional methods like telephone and on-site support. These tools enhance the service desk's ability to gather, organize, and disseminate information, enabling self-service options that allow customers to access needed information at their convenience. Since information is a valuable resource, possessing strong writing skills is essential for both effectively capturing and conveying it.

Improving writing skills comes with practice and familiarity with the rules of writing. Technical writing best practices help develop an effective writing style, while email best practices ensure professional and consistent communication. In today's digital age, the ability to write well is increasingly becoming a critical success factor for technical professionals.