IT helpdesk tips needed.

dasmoothride

I'm currently interning (with pay) at an information security company somewhere, I love my work and all. However, I'm currently the only level 1 company-wide helpdesk in the company, I was wondering what tips you could give me on how to become a good IT helpdesk person. I sometimes feel overwhelmed that's why. Thanks!

Ivanjam

@dasmoothride - looks like you are on the right track - IT internship, Net+, Sec+, etc. As an intern, they will hardly burden you with any production responsibility so just relax, get to know everyone, demonstrate a willingness to learn and do learn as much as you can.

dasmoothride

Thank you. I really like this company I'm working that's why I feel pressured and overwhelmed.

DevilWAH

Try to organise your work. And don't think you have to do every thing at once. If you have a good boss they will accept that you are one person and can only do so much.

I remember 60+ cases in my queue, more coming in all the time and feeling like it was an uphill battle every day.

Get in the habit of running though your queue and getting simple jobs out the way ASAP. Make sure you communicate with people, its amazing what difference it makes to take a minute to explain to a user and let them know what is going on. Give them realistic expectations so they wont keep pestering you. I don't mean fob them off, but in most cases if you have a vaild reason for not doing some thing imideatly they will understand and accept it.

I think Level 1 hep-desk work is more about learning the social skills and how to organize work than the technical side. Once you have the social side of things sorted out and you are organizing you work well, you find you will have time to start dipping in to the tecnical side of things in more depth. becoming more pro-active and less reactive.

gunbunnysoulja

<sup>There are two things that will make you an exceptional help desk representative:

1. Customer Service

2. Resourcefulness.</sup>

DoubleNNs

Wow, you got a helpdesk job w/o an A+. I'm jealous - seems like no one wil even give me an interview without a) previous helpdesk experience or b) my A+. But really, most employeres are looking for c) A+, 1 or 2 more certs, and previous experience. And yes, that's for tier 1 =[. (Seems everyone wants more for less these days =/)

How did you land your internship? And how are you liking it so far?

dasmoothride

I landed my internship when I was looking for IT jobs on craigslist, I sent my resume numerous times that I would lose track on what position in that company I applied for. This is my first work related to IT and yeah I was interviewed by a panel of 3, whom are my supervisors, and I answered most of their questions right. Also, I was honest to tell them which stuff I don't know about. As for getting that job, network+ and especially security+ helped me out alot and since the company I worked for is an infosec company, that's the first certification theu noticed (Sec+) along with my A.S. degree in IT helped as well. I love the job and all (IT is my passion) it keeps me busy, but sometimes I get overwhelmed. Maybe it's because this is my first job related to IT.

@DoubleNNs If I were you, keep applying even if their qualifications are absurdly high, that's what I did and I got that IT job i've been looking for.

YFZblu

You have network+ and sec+, but can't get a helpdesk job? That's surprising to me. Do you get interviews?

DoubleNNs

Unfortunately, no. Haven't gotten a single interview.
The closest I got were a few back and forth calls from a temp agency for 2 positions. In the end the recruiter said the companies were looking for someone w/ more experience tho and that was that.

gunbunnysoulja

Not to derail the OP, but I don't think you need much professional experience to get in the door for level 1 help desk. You could try local comptuer shops or Best Buy first.

Getting A+ will help. Maybe take a look at your resume as perhaps they are bypassing you because of that. Also, make sure to really sell your knowledge/customer service on the phone screenings.

About7Narwhal

dasmoothride wrote: »

I'm currently interning (with pay) at an information security company somewhere, I love my work and all. However, I'm currently the only level 1 company-wide helpdesk in the company, I was wondering what tips you could give me on how to become a good IT helpdesk person. I sometimes feel overwhelmed that's why. Thanks!

My first IT job was a start up for a large company. They expected us to know how to fix everything without documentation or having ever seen the applications. We had to write out documentation as we went and find the best ways to resolve the issues. It was overwhelming at times but turned out to be a great experience for me in terms of learning how to troubleshoot issues and deal with customers who were not the most patient.

That said, I learned a few things about becoming a good Service Desk tech simply by asking my co-workers. The company should understand that you are training if they hired you in as an intern. Be sure to try your best, don't do anything that you wouldn't stand behind later, don't sacrifice quality for quantity. If you make mistakes, acknowledge them, indicate that you made the best decision with the information you had at the time (if that is true), then let your boss know you will make changes to ensure it will not happen again.

Lastly, don't hesitate to ask your boss what you are doing correctly and what needs work. Be open to criticism and learn from what he / she has to say. Be sure to let your boss know that you like your job and want to make sure you are doing the best work possible. That will open the door for him / her to approach you and give you criticism or a "Good Job" from time to time without feeling like you will quit.

YFZblu

DoubleNNs wrote: »

Unfortunately, no. Haven't gotten a single interview.
The closest I got were a few back and forth calls from a temp agency for 2 positions. In the end the recruiter said the companies were looking for someone w/ more experience tho and that was that.

Have you posted your resume here yet? The resume may be the problem.

DoubleNNs

YFZblu wrote: »

Have you posted your resume here yet? The resume may be the problem.

Not to jack OP's thread, but yeah, I have a recent thread about it: http://www.techexams.net/forums/jobs-degrees/84119-critique-my-resume-please.html

Thread includes the resume I plan on sending out at the end of the month however, and not my current resume.
Haven't gotten around to editing it based on the suggestions I've got yet.

dasmoothride

DoubleNNs wrote: »

Wow, you got a helpdesk job w/o an A+. I'm jealous - seems like no one wil even give me an interview without a) previous helpdesk experience or b) my A+. But really, most employeres are looking for c) A+, 1 or 2 more certs, and previous experience. And yes, that's for tier 1 =[. (Seems everyone wants more for less these days =/)

How did you land your internship? And how are you liking it so far?

I love it. IT is my passion. Although, I admit that I get overwhelmed and feel pressured sometimes since I'm just the only level 1 help desk support of the company. I'm learning new things everyday which i like and my work is never boring. There's always new happening all the time. Anyways, as for me getting that internship,I applied so many IT jobs at Craigslist that I forgot what positions I applied for, for those companies. I think what helped me a lot finding that internship was my certifications, plus the fact that I just recently got an A.S. degree in Infotech at a community college. If I were you keep applying you'll get that internship/job you're looking for.