New here, seek advice.

ThatLondonFella

Hello all,

I'm a CompSci graduate with a 2:1 in a Games Computing discipline. I've always wanted to do something with computers but never really knew exactly what I wanted to do. After I graduated I got a job at a games company (Jagex) on a 1 month contract but decided it wasn't the industry for me. In addition to applying for jobs, I've spent alot of my time teaching University students about 3D Studio Max and Photoshop just to keep myself occupied. I then moved into a Sales Rep job at a horticulture company but the job turned out to be more focused on accountancy, which wasn't part of the contract and I was getting paid far less than the previous "Sales Rep" for taking on the same responsibilities plus more. I've taken time to re-access my current situation and have decided on pursuing a career in IT support. I have friends who have held long-term position in IT support and they thoroughly enjoy it. I find myself helping alot of people with computer hardware, software and networking issues and do really enjoy it a lot. I've applied to a Service Desk job with Travelex (still waiting to hear back) but I'm wondering how easy it would be to get a job in IT support, possibly 1st Line/ Helpdesk Support without any of the usual certificates (A+, N+ etc) and just a BSc?

Also, any advice on a good route to take into the IT support sector would be valuable advice too.

P.S. I have spent a majority of my time studying the A+ and N+ books but unfortunately do not have the funds at the moment to take the exams.

Regards,

TLF

the_Grinch

The degree should be enough to get you on a helpdesk somewhere. Might take a little time though...

Slowhand

With your background, it shouldn't be too difficult to get your foot in the door with an entry-level support position. Definitely hit those books, the more knowledge you have, the better off you are, and don't be afraid to lab out anything and everything. There are no guarantees, but with a compsci degree in your pocket and A+/Network+ level knowledge, you should be able to land something decent to start with, then be able to begin working on your certs as you get a bit of money to kick around.

My advice: start applying, you have nothing at all to lose by getting your resume together and going to some interviews. If IT work is what you enjoy, you should push to get a starter-position as soon as possible so you can begin working and exploring what technologies and type of IT work interests you the most.

Akaricloud

Your credentials should definitely be enough to land you an entry level support position.

This assumes your resume is perfect and you're decent at interviewing. If in doubt post your resume up for us to review.

Keener

When I first started in IT Support all I had was a degree in Computer Science as well. The degree got me the interview. The interview skills and customer service experience landed me the job. Something that helped me during that time was How to Connect in Business in 90 Seconds or Less. It is an easy read and helped me to make the initial connection during the interviews.

Nemowolf

I have an A.A. in English: Creative Writing and that along with my customer service skills got me my interview and my ability to sell myself sealed the deal for my first job. It took approximately 4 months of searching to finally get an interview as many people were looking for more technical qualifications with bachelors degrees.

Many HR departments at bigger companies use some sort of automated system for receiving and qualifying candidates. Many times they look for things like having a bachelors but not so much what it is in. With that alone you have great qualifications for an entry level job. Just keep your eyes open and network!

ThatLondonFella

Hello all,

I really appreciate all the feedback on my matter. I've been applying for the last 4 months to 1st Line Support/ Helpdesk Support roles. I will post my CV and Cover Letter a little later for some critique. I've posted it on CertForums before and they all thought it was well-written and details a lot of my technical knowledge and experiences. Fingers crossed I get a positive reply back from some of the interviews I went to before my birthday in a few days time.

Would be the best birthday present if I could land a job in IT.

ThatLondonFella

Okay, here is my CV and my cover letter. I welcome any advice and criticism to make it awesome and make me stand a chance of getting any jobs.

My CV:

First Last
My Address, This Street, Town, London, Postcode
Mobile Number

Computer Science graduate who is hard-working, dynamic and highly enthusiastic with three years of retail and office experience in customer focused roles. I have demonstrated computing skills and troubleshooting abilities with Mac OS, Windows, Microsoft Office, office hardware and peripherals, and commitment to providing outstanding computing support to a superior standard on both a personal level and within a busy office environment.

Skills and Experience

• Experience with troubleshooting PC hardware, software and peripherals
• Experience with troubleshooting and configuring network setups
• Mac OS X 10.4 – 10.8, iOS and Android
• Windows desktop including XP, Vista and 7
• Excellent knowledge of Microsoft Office 2003 – 2010 (Word, Excel and Outlook)
• Extensive experience with 3D Studio Max and Adobe Suite CS3 – CS5 (Photoshop, Premiere and After Effects)
• Deploying virtual systems on virtualisation platforms such as VMWare, VirtualBox and experience with offering remote-desktop support via LogMeIn
• Basic HTML, CSS and SQL knowledge
• Outstanding customer service skills
• Ability to condense computing jargon into plain English

Education
2006-09 University of Lincoln, BSc (Hons) Computer Games Production, (2:1)

• Introduction to Programming
• Creative Technologies
• Platforms and Operating Systems
• Multimedia Technology Processes and Post Production
• Games Study and Design
• 3D Modeling
• Content Creation and Management
• Digital Special Effects
• Computer Games Production Group Project
• Final Year Project - Anti-Piracy Web-Based Flash Game (2:1)

I was elected Team Leader within the Group Project, in which we created a Fire Safety Simulation mod using the Half Life Source Engine. My role was to overlook the project planning, asset creation and monitor coding. In addition, I also assisted with the creation of numerous 3D and 2D assets. My final year project involved the use of Adobe Flash to create a web-based game to educated students (16-24) about Piracy and the effects it has on the digital media industry. My application utilised various graphic software packages such as Adobe Flash, Premiere and After Effects, which I had to familiarise myself within 6 months to produce a quality product. I accomplished my goal of gaining a firm knowledge and understanding of Actionscript 2, which I learned from scratch and the language allowed me to code game mechanics and user-interface elements.

2001-06 The Deepings School, Deeping St James, Lincolnshire
A-Levels: 180 UCAS Points in IT, Performance Studies and Travel & Tourism
GSCE: Grades A – C, including English and Science
Awards: House Prefect and Sports Captain for 2 years in 6^th Form

Employment
June '12 Sales Representative, V-Flora (UK) Ltd, Spalding

• Took responsibility of dealing with a diverse range of clients including both B2B and B2C trading
• Frequently chased customers for outstanding orders to ensure they make payment within the agreed credit period
• Liaised with forwarders, transportation companies and suppliers
• Developed, reviewed and updated sales strategies on a daily basis with the team to generate sustainable growth
• SAGE: Dispatched notes, invoices, customer records and filed documents
• Assisted the team with IT issues

June - Jul '11 Player Support Representative, Jagex Games Studio, Cambridge

• Investigated account issues, player complaints, hacked accounts, copyright infringement and fraudulent activity in a professional and swift manner
• Worked to tight deadlines in a target driven environment to reduce the ticket queue
• Logged and escalated serious issues (in-game bullying, death threats, suicide threats) on bespoke in-house software and forwarded accurate Geo-Locations and IP addresses to authorities in various countries
• Attended team meetings and shared my views on improving efficiency within the company
• Due to contract length I quickly adapted to the bespoke in-house tools and company procedures
• Performed consistently in a team successfully dealing with player queries to a superior standard

2009-10 Sales Assistant, Sports Direct, Spalding

• Ensured customer’ needs were met by listening carefully and finding solutions
• Assisted with reviewing sales strategies to maximize customer base and profitability
• Worked to schedules and ensured that the store was kept in a presentable state for trading
• Focused on apparel area of the shop floor, actively supported footwear and stockroom
• Handled cash over the tills and was always requested by management to assist in cashing up with efficiency and accuracy

Volunteering

• For 2 months I independently taught 3D Studio Max and Photoshop to a small group of University students
• On a daily basis I assisted friends and relatives with computer hardware, software and networking issues

Interests

• Keep up to date on advances in technology, software and networking
• Explore new creative software tools and hardware
• Studying towards CompTIA A+ and Network+ certificates
• Developing skills in C#
• Enjoy reading biographies, autobiographies and fictional novels
• Sports fanatic and enjoy playing golf, football and cricket
• Enjoy reading "3D Artist" and "Entrepreneur" magazines

All references available upon request.

My Cover Letter:

Dear Hiring Manager,

The Helpdesk Analyst vacancy at American Apparel in London as advertised on the CW Jobs website is very appealing to me. This role would not only allow me to utilise my wealth of IT skills that would bring added value to your IT department but it will also provide me with the opportunity to break into the world of IT.

In my résumé, I have detailed all three years within retail and customer support roles with a strong focus on providing outstanding customer service, troubleshooting and maintenance on computing hardware and software, both with Windows (XP, Vista and 7) and Mac (10.4 – 10.8 ) platforms. One of my skills is being able to condense technical computing jargon into plain English in such a way that non-technical users can understand the issue and how it can be resolved. I pride myself on my ability to approach clients and tasks in a professional and prompt manner, excellent verbal and written communication skills, and accuracy in logging customer queries. In addition, my excellent time-management, organisation skills and self-motivated attitude would prove highly beneficial to managing other responsibilities alongside the key IT support duties for this role.

My work ethic is considered to be excellent and in my previous roles I have received high praise for my efficiency with the workforce, attentiveness to detail, ability to learn and adapt to new situations quickly, and approach a variety of situations with a calm, professional and confident attitude. I also have a great capacity to learn about current and emerging IT hardware and software. I am very excited to learn more about this opportunity at American Apparel, a brand that I have trusted for many years, and how my varied technical skills and knowledge can contribute to your IT operations. Please note that I am willing to work nights, weekends and holidays if required. I can supply references upon request and very much look forward to hearing from your soon.

Thank you for considering my application for the Helpdesk Analyst post.

Sincerely,

Firmin Fredericks