New job worries

scrizo

I recently accepted a position for a company as a help desk. I will be doing phone support using a ticket system and possible hardware installs. I've never done help desk but I have phone experience and a great personality. My current job I'm leaving I was the only I.T. doing in person support for issues and managing a Linux server. I recently got my associates in Information technology and have my A+, security+ and mcp. I'm worried because my current job wasn't heavily related to I.T. and this new position will be. Is there anything I should know other than showing empathy and awareness to users via the phone that are probably frustrated.

Russell77

Don't worry too much. Chances are you will sit with someone for a while to see how the ticket systems work and the types of calls they want you to work on. Take notes. If something stumps you in the day research it when you get home. Develop your phone style. Listen to how the others in the room speak to the customers. With your back ground you will be Tier 2 in no time.

scrizo

I figured I might sit with someone to learn the ticketing system I guess the most impotent aspect is locating everything in it. I'm Sure what I don't know I can escalate or get trained on it. Thank you for the reply

bloodshotbetty

I started my first help desk job 3 months ago with very little IT experience. It is majorly rooted in customer service. At my job we have a HUGE knowledge base that runs through troubleshooting for common problems that arise. I sat with someone for a week to learn the ticketing system and general troubleshooting. You will do great- just use your resources and learn from your mistakes.

scrizo

Thank you as well for your input this helps me greatly and I'm sure you're correct with regards to learning the ins and outs and handling calls

Fayz

Don't worry as time goes on things will become second nature.

636-555-3226

It's all about customer service. I can't do it, I get frustrated too easily by the same people asking the same inane (to me) question for the 10th time because they just can't remember for the life of them how to copy a document from one folder to another...

si20

Congrats on your new job OP. Remember this: ticketing systems are designed to be (fairly) user friendly. Don't expect to walk in and learn it on day 1. I've been working in my job for 2 years (albeit in security) and i'm nowhere near learning the software we use for security analysis. These things take time. As others have said, study how your colleagues deal with calls, ask questions when you get stuck and most of all, learn and enjoy the experience. I remember my IT Technician days involved answering calls and fixing problems and I miss it. Sure, you get irate customers, but some customers are very grateful when you fix the issue that has been plaguing them all day.

dustervoice

I did help desk for 3 years 95% phone 5% in-person after about 2 years I became immune to stupidity. Printer not being turned on, forgotten password, deleted important messages on blackberry while on the train, RSA token down the toilet, etc etc. I once got a call from one of our sales guy saying " I'm lost can you tell me how to find my hotel".