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What the IT HelpDesk Does?

banderas1978

and what are the most common desktop support issues?
I am sking these questions as even though I got my certs I haven't had any IT experience. So my knowledge is based on what I heard or read.
The best thing to do is to ask people who are IT experts and who know stuff.

I imagine the Helpdesk aims to resolve most queries (e.g. "password reset" or "quota increase"...what else could it be, please?) immediately (or within a very short time). If that is not possible, it will pass the queries on to specialised support staff. Users receive an email with a ticket number for further reference and to track the problem resolution. What else should I know about this position? I wish I knew more. Could you, guys, tell me anything you know about that, please?

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Comments

physicskid

I'll bite and answer because it's a fair question to ask IMO.

HelpDesk work involves listening to client's problems related to their computer (hardware, software etc). Typically, these are in the form of calls. Hence call centres.

HelpDesk agents are responsible for *PROPERLY* understanding the client's description of the problem, documentation and provide a resolution or determine which resolver group is best fitted to help with the client's problem. This takes in the form of password resets, service requests, etc.

My suggestion to "prepare" for HelpDesk work: learn to use Google.com to find information. If you understand how to use google or any search engines provided, half the battle of performing HelpDesk work is done!

Here's more information about HelpDesk by my use of google.com

http://en.wikipedia.org/wiki/Help_desk

I hope this helps.

brad-

Depends on your organization. Typically though, I think it amounts to keeping the computing aspect running at full capacity...software troubleshooting, new/gone employee management, printing, light networking.

banderas1978

Thanks guys, so e.g. "password reset" or "quota increase"...but what else could it be, please?
Can you be more specific?

dynamik

Don't you have any friends or family that are terrible with computers? It'll be more of the same

There will be some things that are unique to the enterprise, such as password resets and quotas, but a lot of it will be more general. Recently, I've had to get someone "back on the network" after she kicked her network cable out. Another user tried to email a 90mb file and was unable to send anything else. Printing and email will probably be pretty big. You might have to deal with other things like accessing files over the network and software installation as well. Anything related to the internet is fair game as well. There is really too much to list off for you; you should just flip through the index of PCs for Dummies and imagine people doing everything in there wrong

banderas1978

dynamik wrote:

Don't you have any friends or family that are terrible with computers? It'll be more of the same

There will be some things that are unique to the enterprise, such as password resets and quotas, but a lot of it will be more general. Recently, I've had to get someone "back on the network" after she kicked her network cable out. Another user tried to email a 90mb file and was unable to send anything else. Printing and email will probably be pretty big. You might have to deal with other things like accessing files over the network and software installation as well. Anything related to the internet is fair game as well. There is really too much to list off for you; you should just flip through the index of PCs for Dummies and imagine people doing everything in there wrong

It is clear now, thanks!

Kaminsky

banderas1978 wrote:

Thanks guys, so e.g. "password reset" or "quota increase"...but what else could it be, please?
Can you be more specific?

And ask if they have tried rebooting and is it all plugged in or have they moved it recently .. these are a must !