How Does Help Desk Work?

bmy78

This may be a silly question, and though I've called help desk numerous times, how do help desk analysts do their jobs?

By that I mean what tools do they use to help callers over the phone? I know they have ticketing software, but do they also have other software to assist basic troubleshooting queries? I've helped my friend and family members with their pcs but I kinda have to be there to help them.

I just have a worry that if I land a help desk job, I'm going to get callers but will be stumped on how to help them.

CodeBlox

Thats what I thought before I landed this helpdesk job. You will be able to help them. Here, we use the windows XP program called "Netmeeting" to remote into the customers computers and take control of their desktops. Most common tool used here is Active Directory Users and Computer Groups. This is for the password resets. There are custom tools they've created on our helpdesk to do the most common fixes for us. Best to know how to do it yourself though as those tools wont be at another job. In fact, I just "Auto'd in" to my phone on our helpdesk... I hope today goes by fast. Feels like I'm "shackled" to this headset!

bmy78

Yeah, Netmeeting seems to be helpful. I just have this fear in the back of my mind that a caller is going to have a problem and I'm not going to be able to fix it, either because I'm stumbling around control panel or I just don't know the answer. How do you pick this up? Do you ask your other help desk colleagues for advice, no matter how basic?

I feel that if I land a help desk position, there's going to be a learning curve and I'm not going to be able to immediately jump out of the gate and start running.

nhpr

The greatest IT tool in existence: google.com It knows everything.

cxzar20

nhpr wrote: »

The greatest IT tool in existence: google.com It knows everything.

That is exactly right.

CodeBlox

When I first started here, I was extremely dependent on the leads. That got old real fast once I realized how unhelpful some people can be and how much time gets wasted. So I figured out things on my own and barely ask for help now. Google has helped immensley while taking calls that I'm stuck on. I love typing an error message in google and seeing something along the lines of "error message [SOLVED]". I JUST got off a call for windows 7 issue. I've only had maybe 2 or 3 windows 7 calls but I still got the users issue fixed. I just relied on my knowledge from when I use win7 at home. I didn't have much of a troubleshooting style when I first started here, but now even when faced with calls I know nothing about (which isn't often) I can atleast gather enough information about the issue for the next tier to hopefully fix it. I always give it my damnest before I escalate though. It may be a bumpy start, but after a few months, you'll likely master it and be ready (or want) to move on.

Qord

Honestly, the best tool I've found is communication. Sounds cheesy as hell right? But it's true. If you can figure out how to ask the right questions, you can actually get helpful answers. Helpful answers can can help you find what the real problem is, and how to fix it.

As far as "tools" go, I use a Microsoft Management Console (MMC) with "snap-ins" for Active Directory users and computers and print management. The most common problems I see are password resets and printing problems, so having print queues and AD open and ready helps keep things efficient. The other tool I use a lot is Remote Desktop. We get a lot of requests for one-off software installs, so I RDP in and take care of it after business hours. A few coworkers swear by VNC instead of RDP, but I prefer to not shadow people unless it's necessary. There are lots of other tools, but many are for specific jobs that don't come up every day.

Everyone knows helpdesk is an entry-level position, and I think others that work there are going to be expecting you to ask questions, it's part of the learning process. If you're not sure, ask someone. Eventually, you'll get to the point where you rarely need to ask for help. The more comfortable you get, the more you'll take on and the less you'll need input for.

N2IT

Chalk another one up for Google.

Google has saved my arse on many of occasions. It's the tool of all tools.

hackman2007

There is a learning curve for everything, not just helpdesk.

For my company I briefly did a call-center type rotation. I would say 80% of the calls were not bad at all and only about 20% were things I had never seen before.

I would recommend the following....
1. Answer the call professionally and be polite to the caller.
2. Make sure you give frequent, but not too frequent, updates to the caller.
3. Always have Google open.
4. Always have your internal KB open.
5. Take notes on the calls, that way if you see the issue again you can fix it quicker.
6. Don't be afraid to admit when you do not know, but always have a plan on what to do next.

BradleyHU

nhpr wrote: »

The greatest IT tool in existence: google.com It knows everything.

i was about to say this...oh the power of google is great in power!

CodeBlox

hackman2007 wrote: »

6. Don't be afraid to admit when you do not know, but always have a plan on what to do next.

You have to enstill confidence in the customer so I wouldn't flat out say, "I don't know". I know that wasn't what you were getting at, it's just a tip for the OP

bmy78

I know Google is pretty powerful, but you would just have Google open while on the phone with a customer? I can just see myself typing in an error message or a description and fumbling around trying to find the answer while the customer is saying "uh....hello...."

hackman2007

CodeBlox wrote: »

You have to enstill confidence in the customer so I wouldn't flat out say, "I don't know". I know that wasn't what you were getting at, it's just a tip for the OP

Right, saying "I don't know" is probably not a good option. If you don't know, you need to keep looking and at least have a plan to solve it, but it is OK to say you are not sure. Just make sure the customer knows you are still looking and are trying. If you don't admit it, you will look silly going over the same things. Whether this means transferring to another person or just searching, don't just leave the person hanging.

hackman2007

bmy78 wrote: »

I know Google is pretty powerful, but you would just have Google open while on the phone with a customer? I can just see myself typing in an error message or a description and fumbling around trying to find the answer while the customer is saying "uh....hello...."

In my opinion, one of the toughest parts of helpdesk are the people skills. People (well most people) do not expect you to simply pull an answer out.

A script I used was:
Me: <company>, this is Josh, how can I help you?
Customer: Yeah, uhh, something is broke, let me either give you no details or an incredible amount of info.
Me: Thanks for the information, bear with me while I get a service ticket created (you should be creating it now). If you can, make small talk, even just asking "how are you doing, <name>.
Me: Ok, I have the ticket for you, would you like the ticket number (give the ticket number if you can and start searching).

After you get the ticket generated, just start searching and talking if you can (don't make yourself sound like an idiot though, be intelligent, ask follow-up questions). I'm not sure what kind of helpdesk you are working on, but if it is going to take you more than 10 minutes to find the answer and you are pretty sure you have all the information, offer to give the person a call back. Most people will appreciate this since they do not like to be on the phone for extended periods of time.

DevilWAH

bmy78 wrote: »

I just have a worry that if I land a help desk job, I'm going to get callers but will be stumped on how to help them.

Don't worry just be sure it will happen!

Be polite, be Curtis and be honest.

Some help desks run very good knowledge bases, where for example it will have solutions to common problems. most basic might be "how to reset a users password" that you will quickly learn to use. This should take care of the standard tasks you see every day, and some bespoke issue that are seen often enough to be worth adding. Generally they can be searched via key word, and/or drilled down in to by area/topic.

Second method is "please hold a moment while I check" press the on hold button and ask the guy across the desk (this is possible the most used tool in your early days)

Lastly, explain politely that you are not able to help them at this point as you need to go away to review there case. Ask for contact details if you don't have them already (confirm they are correct), give them a time frame you expect to get back to them. go away, ask people, research on google.. etc ..etc.. and then call back with the answer.

One thing not to do is spend time on there system, trying to fix it when you don't really know what you are doing. The last thing I want to do is sit on the phone while a help desk engineer remote to is and plays around clearly lost. So my one advice is that don't try solutions for more than 5 - 10 minutes. If you can't fix it in this time, apologise and say you will call back. This way you can go away and review the issue with out the pressure of knowing some one is on the other end of the phone. And I can go grab a coffee or get on with some thing else while you are doing it.

I once had a person spend 2hours trying to add a mail box to my outlook... he did the same actions over and over again like it would be different the 100th time round. all the time insisting he was nearly finished. In the end I had to tell him i was going and disconnect his session and hang up.

You biggest tools are, be polite and keep people updated with what's going on (don't get technical), and when your starting out, dont be scared to say "sorry I new I need to speak to my collage and will call you right back.." Contury to popular belief people like honesty

TheCudder

I for one hate phone support. But you'll usually have some support of remote support software (PC Anywhere, Microsoft Remote Assistance, Dameware Mini Remote Control, LogMeIn Rescue, etc.) When I worked help desk we used MS Remote Assistance to remotely access their systems. For times when network connectivity issues keep you from remotely logging in --- you'll have to develop the skill of walking the user the checking settings or basic hardware trouble shooting (check cables, diagnostic lights and so on). Depending on the environment and skill level on the environment, you may find your self using terms like TV to refer to the monitor or black box to refer to the desktop tower --- that was the case for me at least LOL, we were the help desk for a nurses. As mentioned above --- keep your resources at the ready. Google, internal KB, take note of any tough issues you run into, but eventually figure out and use internal IM if its used. Lastly, if you don't know the answer, be able to point them in the right direction or know who to forward the call/ticket to as most help desk will have a tier 2 dept to escalate cases too.

CodeBlox

bmy78 wrote: »

I know Google is pretty powerful, but you would just have Google open while on the phone with a customer? I can just see myself typing in an error message or a description and fumbling around trying to find the answer while the customer is saying "uh....hello...."

On our helpdesk, we generally keep the customer on the phone until it gets fixed or escalated so yes, while on the phone. I know it seems like the blind leading the blind but the user has confidence that you will fix it otherwise they wouldn't call. I do also from time to time get the "know it alls" calling up. Those tend to be the more difficult people to deal with.

N2IT

If you get stumped just be honest and tell the customer you will have to do research and you will have to get back with them. Or you can escalated it to the next tier 2.

Just make sure to write down your ticket numbers and follow up on them. That's a good way to learn.

If you are working for a mature help desk, then first use the knowledge base and then go to Google. Knowledge bases are scoped into the environment and usually provide better solutions when they are available. Google is great for everything else

And to answer you question about Googling on the phone. I still do it to this day.

XiaoTech

I support Blackberries, Androids, iOS, and occasionally Windows devices. There are sooo many times when I wish I could just remote into the users phone and fix everything for them (although for some clients, we have the power to wipe their device). But I think, as others have already stated, that using good communication is the most important tool you can use...especially if the user is a total n00b to the tech that they are dealing with.

After four months, I rarely ask questions about the technology now at my work, although I constantly ask for translation of the policies and procedures of different clients. If you work for a company that serves 40 different companies....it's learning the damn policies and procedures for each client that can be annoying. I hope one day I can get moved to the server team and not have to play a part-time role of a social engineer during calls.

RouteThisWay

Another vote for google.

Be sure to document everything. I can't stress this enough. When I started here, there was 0 help desk software or documentation. We implemented SpiceWorks not too long after and use their Help Desk feature to track tickets. Be detailed! Don't just put "fixed" or "done" or "working right". Put in the symptoms you saw, troubleshooting steps, how you tested it, etc.

It may seem irrelevant now, but when we hired a tier1 Help Desk guy- he has been able to pretty much run a search query on our help desk tickets to find an answer to any problem he has had really. After about a year as an entry level help desk guy, you will find you are resolving the same problems over and over. You can really save time and be more efficient if you can simply refer to an old ticket that explains the issue you are now experiencing.

rsutton

Google is good for Help Desk work. Beware of googling for answers when working on servers/networking equipment. Plopping in that powershell command/registry edit/etc you found on Google on your production server is a very bad idea if you don't know exactly what it does.

DevilWAH

CodeBlox wrote: »

On our helpdesk, we generally keep the customer on the phone until it gets fixed or escalated.

This is my pet hate, I have work to do, if I call up to get a problem fixed I either expect it fixed straight away, or if not to be called back once a fix is ready. I do not want to wait while the engineer tests out 101 ways to try to fix it that don't work. All that tells me is the person I am talking to does not know what they are doing and is wasting my time.

Having worked on help desk for several years, it is most frustrating to see some one struggling, especially to the point when you have to explain how to fix it to them. If you don't know you should go away and work out the fix and then come back, this not only saves the user the frustration and time wasted watching. But it makes the Person on the help-desk look better to. They might have been running round like a headless chicken after they put the phone down to get the answer. but all the user sees is a person who takes down the information and comes back with a complete answer.

RouteThisWay

rsutton wrote: »

Google is good for Help Desk work. Beware of googling for answers when working on servers/networking equipment. Plopping in that powershell command/registry edit/etc you found on Google on your production server is a very bad idea if you don't know exactly what it does.

Good point.

MAC_Addy

I bet a lot of people use google to do a lot of troubleshooting. Myself included in on this. Though, I don't google every single problem. I'm usually inputting some type of microsoft error number that I can't quite figure it out - which always seems to lead to bad RAM. Now I just carry around spare sticks with me when I get a weird error come up and if that doesn't fix it. I log the error code and do some research.

I believe that using google for everything is a bad idea, but if you're actually retaining the information and becoming a better troubleshooter, then heck, use it all you like

CodeBlox

DevilWAH wrote: »

This is my pet hate, I have work to do, if I call up to get a problem fixed I either expect it fixed straight away, or if not to be called back once a fix is ready. I do not want to wait while the engineer tests out 101 ways to try to fix it that don't work. All that tells me is the person I am talking to does not know what they are doing and is wasting my time.

Having worked on help desk for several years, it is most frustrating to see some one struggling, especially to the point when you have to explain how to fix it to them. If you don't know you should go away and work out the fix and then come back, this not only saves the user the frustration and time wasted watching. But it makes the Person on the help-desk look better to. They might have been running round like a headless chicken after they put the phone down to get the answer. but all the user sees is a person who takes down the information and comes back with a complete answer.

It's company policy, we actually have to get permission to call users back if a call disconnects. This helpdesk is pretty large and if we were to take information and call back with a fix we'd be super back logged. I don't like wasting the customers time personally but if it's something I think can get fixed pretty quickly with google, I don't see why not. They're big on SLAs here and that includes the call volume and number of calls taken as well as the time spent on those calls. They'd rather us escalate a ticket after 15 minutes than to spend a little more time and actually fix it. Thing is, once it gets escalated, it sometimes doesn't get tended to for a few days.