Start my first service desk job on Monday

Ben1373Ben1373 Member Posts: 37 ■■□□□□□□□□
in IT Jobs / Degrees
I'm 18 and I start my first service desk job on Monday. It's a contract based position that I secured through an agency, all of the service desk team are basically contracted by this agency, but some have been there for over a year. It is working for my local government so I will be supporting about 6.6k users between 7 guys. I'm quite nervous, does anyone have any tips or advice. I'm also worrying about freezing while on the phone even though I have good toehnciao knowledge, I sometimes tend to get a bit nervous and freeze up. Just looking for some advice for my first day? Thx for reading
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  • volfkhatvolfkhat Member Posts: 1,072 ■■■■■■■■□□
    i bet you a $3-banknote,
    they wont let you anywhere near the phones.
    they will most likely have you shadow, at first.

    Relax, and have fun :]

    and think about getting an AS from your local community college...
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  • kalimusclekalimuscle Member Posts: 100
    take it easy :)

    fun and enjoy :)

    You dont get a second chance at making a first impression !
    live, learn, grow, fail, rebuild and repeat until your heartbeat stops !
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  • yoba222yoba222 Member Posts: 1,237 ■■■■■■■■□□
    Make sure you communicate often and clearly. Even more important have a good attitude with everybody. All the other stuff you'll learn as you go.
    A+, Network+, CCNA, LFCS,
    Security+, eJPT, CySA+, PenTest+,
    Cisco CyberOps, GCIH, VHL,
    In progress: OSCP
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  • Dakinggamer87Dakinggamer87 Member Posts: 4,016 ■■■■■■■■□□
    Congrats on the new position!! :)

    Be eager to learn, listen, and take lots of notes to help you remember technical information in a notepad or journal.
    *Associate's of Applied Sciences degree in Information Technology-Network Systems Administration
    *Bachelor's of Science: Information Technology - Security, Master's of Science: Information Technology - Management
    Matthew 6:33 - "Seek the Kingdom of God above all else, and live righteously, and he will give you everything you need."
    Certs/Business Licenses In Progress: AWS Solutions Architect, Series 6, Series 63
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  • TheFORCETheFORCE Member Posts: 2,297 ■■■■■■■■□□
    Start reading on the manual on how to use the Cisco phones.

    I remember when i was at the helpdesk, I would use that mute button so often just because I couldn't stop laughing from the silly questions they were asking lol.

    So just have fun, make notes, create a spreadsheet with all the extensions of the important people and the various people.
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  • Cisco InfernoCisco Inferno Member Posts: 1,034 ■■■■■■□□□□
    Its absolutely a good thing to let the user know you do not know something. BSing over the phone is a sure way to get hated. Both by users and your peers who can hear you. If you don't know something, ask to put them on hold and ask a peer. Learn that solution once, write it down or look into it and never ask again. Save your next questions for something better.
    2019 Goals
    CompTIA Linux+    [ ] Bachelor's Degree
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  • EANxEANx Member Posts: 1,077 ■■■■■■■■□□
    Cisco Inferno wrote: »
    If you don't know something, ask to put them on hold and ask a peer. Learn that solution once, write it down or look into it and never ask again. Save your next questions for something better.
    And when you start, ask if they have some sort of knowledge management archive for frequently-encountered issues.
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  • NetworkingStudentNetworkingStudent Member Posts: 1,407 ■■■■■■■■□□
    The technical skills come pretty easy. It's the customer service skills that are hard to master. I would say practice your customer service skills. I listed some videos below that will help:



    IT Customer Service:
    https://www.youtube.com/playlist?list=PL58D8B118DED1097A


    Dealing with Difficult People
    https://www.youtube.com/playlist?list=PLNthKQjbSSCHISBwEv7QGsSk6gkFUaPaa

    As far as the freezing goes, I do have a few tips...

    Go to the store today, and just ask where something is hammer, soap ,ect

    This will force you out of your shell.

    Also, when you're paying for gas or groceries practice just talking to the cashier........How's the weather, how is your day going ect..

    A few more tips:

    Show up on time!! If you're going to be late for whatever reason, then call your manager, and possibly your recruiter.


    Good luck!!! I think you will do fine
    When one door closes, another opens; but we often look so long and so regretfully upon the closed door that we do not see the one which has opened."

    --Alexander Graham Bell,
    American inventor
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  • Nik 99Nik 99 Member Posts: 154 ■■■□□□□□□□
    NetworkingStudent wrote: »
    The technical skills come pretty easy. It's the customer service skills that are hard to master. I would say practice your customer service skills. I listed some videos below that will help:



    IT Customer Service:
    https://www.youtube.com/playlist?list=PL58D8B118DED1097A


    Dealing with Difficult People
    https://www.youtube.com/playlist?list=PLNthKQjbSSCHISBwEv7QGsSk6gkFUaPaa

    As far as the freezing goes, I do have a few tips...

    Go to the store today, and just ask where something is hammer, soap ,ect

    This will force you out of your shell.

    Also, when you're paying for gas or groceries practice just talking to the cashier........How's the weather, how is your day going ect..

    A few more tips:

    Show up on time!! If you're going to be late for whatever reason, then call your manager, and possibly your recruiter.


    Good luck!!! I think you will do fine

    You are a well spring of useful info and links sir. I should probably look at this stuff too in all honesty.
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  • ImYourOnlyDJImYourOnlyDJ Member Posts: 180
    Cisco Inferno wrote: »
    Its absolutely a good thing to let the user know you do not know something. BSing over the phone is a sure way to get hated. Both by users and your peers who can hear you. If you don't know something, ask to put them on hold and ask a peer. Learn that solution once, write it down or look into it and never ask again. Save your next questions for something better.

    I agree that in general BSing is a good way to get disliked by peers and users, however there is one BS tip I used when I was on the Service Desk that I found actually worked. When I thought I could find the answer to the question quickly I would sometimes say "give me a moment while I look over my documentation" and if my notes or documentation didn't have it I would google it.

    There is absolutely no harm in putting someone on hold and asking coworker/team lead (unless you constantly ask the same questions or didn't try at all before asking), but at least once you get a bit more experience try to figure/find stuff out on your own before jumping right to asking somebody. And if you need to escalate show that you tried by listing what you found and tried.

    At first you may feel like you don't know anything, are underqualifed, or in over your head but you will probably be getting bored with how easy the job is after a few months. Which of course brings be to my most important tip (assuming you want to move up and not stay at Service Desk) which is try to get off Service Desk :). Learn as much as you can, get some certs, and provide good hard work.
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  • greg9891greg9891 Member Posts: 1,189 ■■■■■■■□□□
    Congrats on the job. like everyone said enjoy yourself, relax and try to learn as much as you can. Study, take certs and when the opportunity comes to move on up one day. Smile icon_smile.gif and take it.
    :
    Upcoming Certs: VCA-DCV 7.0, VCP-DCV 7.0, Oracle Database 1Z0-071, PMP, Server +, CCNP

    Proverbs 6:6-11Go to the ant, you sluggard! Consider her ways and be wise, Which, having no captain, Overseer or ruler, Provides her supplies in the summer, And gathers her food in the harvest. How long will you slumber, O sluggard?
    When will you rise from your sleep? A little sleep, a little slumber, A little folding of the hands to sleep, So shall your poverty come on you like a prowler And your need like an armed man.
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  • Cisco InfernoCisco Inferno Member Posts: 1,034 ■■■■■■□□□□
    Google and Customer Service.

    top 2 skills in service desk. :)
    2019 Goals
    CompTIA Linux+    [ ] Bachelor's Degree
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  • tmtextmtex Member Posts: 326 ■■■□□□□□□□
    Don't be a douche. Also if asked by a co worker hey do you know how to do X. Don't say yes and have no clue what it is.
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  • Ben1373Ben1373 Member Posts: 37 ■■□□□□□□□□
    Great First day. Colleagues seem really nice and friendly. Spent most of the day getting setup and reading through appropriate documentation. Finished the day off with getting involved with some of the simpler tickets, such as email releases. It was very very busy though, I'll say that..
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  • Shane2Shane2 Member Posts: 65 ■■■□□□□□□□
    Busy is good. Learn as much as you can. Don't do just enough, understand the problems and the solutions.

    You'll do great!
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