Help Desk - what should I know?

Hi,

I've been offered a job as Help Desk a few days ago. I don't have any IT-related education, however I know what I think is a lot about PCs. I've passed the interview part yesterday and I will go to the simulation exercise (second stage) on Wednesday.

By that said, I would like to know the topics and a few examples what I would be doing in that position. I believe I would be taking calls and emails and trying to solve peoples' issues with their computers. The company is focused on companies and institutions, they don't take any calls from people at home.

So... What should I get my hands on during the few days left, what should I learn? I will continue learning at home too, assuming I get the job. A few examples would be best, and please don't suggest books.

Also I was wondering - you don't always have the answer, so what do I do if I don't? I mean on the phone, as for the email worst case scenario - I ask somebody more knowledgeable.

Thank you.

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Comments

Akaricloud

I would suggest going over a few topics that normally get asked during interviews.

Make sure you know enough about Active Directory to give a quick explination as well as know how to add/remove computers from a domain. Resetting user passwords through AD Users and Computers is also very common to ask about.

Know your basic network troubleshooting and what to do in each scenario. Understand at a very basic level DNS, DHCP, static IPing, and the purpose of the default gateway.

When asked something you don't know the answer to in an interview don't make something up, and definitely don't leave it at just "I don't know". Instead do whatever possible to make the situation useful. Admit you don't know the answer but show how you would go about quickly finding it and try to incorporate some relative knowledge that you do know. Entry level interviews are more about how you find answers and the method you use for troubleshooting than what you know.

DoubleNNs

Welcome to TE carr.

I think the more you know about the actual org and the applications they use/need the better you'll do. You might be troubleshooting hardware, but even the hardware used will vary depending on the org. And each org has different software they use to get their jobs done.

I'm at the beginning of my first Technical Support job, and often I don't even know what the person asking for help is talking about, let alone the answer to their question. Usually I tell them I'll make a support case, get started on their issue, and call them back when I've fixed it/have something to report. The customers have all been alright with that, but it might be because of the nature of my job - I support a backup service.

Just be calm and confident on the phones and the person on the other side should be comfortable w/ whatever you tell them.

carr

@Akaricloud I have not worked with AD yet, but I've seen a few videos. In fact, I don't think I could just recap from memory what the users needs to do to solve anything, I have visual memory. I remember things I have done in the past by trying to do them again. For example, on how to add a Skydrive disk to Windows 7 - I couldn't tell you what to click, but I am imagining the screens in my mind as I'm typing.

As for DNS, DHCP, stat IPing and default gateway - I will look into it because I haven't had much experience with networking. I only have one computer at home, so no "lab rat."

As for my question about what to do if I don't know the answer, I meant what would a help-desk guy have to do if he doesn't know the answer and is on the phone with someone? Can I use reference, like my computer, to see how it's done? That's a reference to my visual memory.

@DoubleNNs I don't think it's going to be like that. I think I'll be just given a... say a computer that throws a BSOD (just an example, probably a poor one) that I'll have to solve. Maybe I'd have to setup a Linux web server or something like that. But for this particular example, once again I wouldn't recall all the packages that I have to download

BigMevy

I'd recommend looking up some networking basics, meaning DHCP, DNS, etc. I'd also suggest finding out what apps are most used, MS Office is most likely and finding some on-line tutorials to learn the basics of that package. If their email is Outlook, that's another one that you'll deal with a lot. Learning how to set up archiving, setting up out of office, signatures, scheduling meetings, etc.

You'll learn the most once you actually get the job, and you'll get a better idea of what you can educate yourself on as well. If you run into a question you don't know, you'll likely just have to ask someone else in the group or escalate it till you start picking things up. If they're a really well organized department, they may have a bunch of how-to guides and checklists that can help you. Most likely, they won't.

carr

BigMevy wrote: »

I'd recommend looking up some networking basics, meaning DHCP, DNS, etc. I'd also suggest finding out what apps are most used, MS Office is most likely and finding some on-line tutorials to learn the basics of that package. If their email is Outlook, that's another one that you'll deal with a lot. Learning how to set up archiving, setting up out of office, signatures, scheduling meetings, etc.

You'll learn the most once you actually get the job, and you'll get a better idea of what you can educate yourself on as well. If you run into a question you don't know, you'll likely just have to ask someone else in the group or escalate it till you start picking things up. If they're a really well organized department, they may have a bunch of how-to guides and checklists that can help you. Most likely, they won't.

Have some experience with Office except Access and Outlook, but how hard can a mail program be? Done everything I wanted to (signature, in/out mail setup, multiple accounts, contacts, archiving/redirecting/sorting mail/auto-reply) with Thunderbird and some other app with no guides, tutorials or whatever else. I will definitely take a good look at networking, unfortunately no hands-on experience though.

DoubleNNs

Yeah, I guess my response was more about when you're actually already employed.

Keener

Quick note for now, but I will add more later. To the OP, two things you mentioned are what I still do today and I have been doing that type of role for 8 years.

1. On the job, I try and follow along on my PC as much as possible. Then I can be more exact as I instruct them to do things.

2. Visualizing is great. If I cannot go through the process on my own PC (as in different OS), I close my eyes and visualize the steps I would take. I have also done this in job interviews. If closing your eyes helps, do it. I would clarify what you are doing to the interviewer, but do it.
Also, if you ever read Napolean Hill, you are tapping into infinite intelligence when you close your eyes.

carr

Keener wrote: »

Quick note for now, but I will add more later. To the OP, two things you mentioned are what I still do today and I have been doing that type of role for 8 years.

1. On the job, I try and follow along on my PC as much as possible. Then I can be more exact as I instruct them to do things.

2. Visualizing is great. If I cannot go through the process on my own PC (as in different OS), I close my eyes and visualize the steps I would take. I have also done this in job interviews. If closing your eyes helps, do it. I would clarify what you are doing to the interviewer, but do it.
Also, if you ever read Napolean Hill, you are tapping into infinite intelligence when you close your eyes.

1. Yes, following it on my PC would be great, then I would have little trouble explaining anything.

2. I haven't read it but I don't need to close my eyes to visualize something. Usually I'm often visualizing something when talking about some topic, etc.. What I meant by that is that I can't remember the texts "click on map the drive" - chances are I wouldn't remember that, I'd just know that I have to click a button that's in that exact location of that window. I'm also utterly bad with titles for music, movies, etc..

Took a look at networking. It's kinda hard to remember anything without actually trying it myself. Can't do a lot on a home machine. Hopefully there won't be any related question in the interview, if there will, I bet someone else will do better than me and get the job instead.

CodeBlox

carr wrote: »

@DoubleNNs I don't think it's going to be like that. I think I'll be just given a... say a computer that throws a BSOD (just an example, probably a poor one) that I'll have to solve. Maybe I'd have to setup a Linux web server or something like that. But for this particular example, once again I wouldn't recall all the packages that I have to download

What DoubleNN says sorta describes how things went for me on a helpdesk job I previously had. If you don't know the answer to something, I'm sure you'll have time to research. Google has saved me many times on the job.

carr

So far I've investigated networking and understand the non-hardware level of it - what's DHCP and DNS, IP. I've also learned what's Active Directory for and a bit about how it works, though haven't tried it.

Anything else I should take a look at?

NetworkVeteran

carr wrote: »

I meant what would a help-desk guy have to do if he doesn't know the answer and is on the phone with someone? Can I use reference, like my computer, to see how it's done? That's a reference to my visual memory.

Your customer just wants their problem solved. Take your ego out of the equation. If it's urgent/critical, direct them to someone who knows what they're talking about. If it can wait, tell them you need a moment to look something up, or to put them on hold for a moment, or get a callback number and tell them you'll call back in M minutes. Just imagine what you would want if you were on the other end of the telephone and needed that same problem solved and you'll do fine.

chmod

Read about Mac, a lot of companies have mac and also about mobile devices(table, cell phones) nowadays is a must to know how to troubleshoot an ipad(or any tablet) and a mac at least the basics or have an idea how to setup a vpn or change an ip, connect to a wireless(change a profile, create a new profile).
Learn the foundation of wireless networks, be sure to understand what is a repeater-bridge-router-ap how to setup a wireless also learn about what is B/N/G and what is a wireless controller at least try to be familiarized with the terminology.

carr

NetworkVeteran wrote: »

Your customer just wants their problem solved. Take your ego out of the equation. If it's urgent/critical, direct them to someone who knows what they're talking about. If it can wait, tell them you need a moment to look something up, or to put them on hold for a moment, or get a callback number and tell them you'll call back in M minutes. Just imagine what you would want if you were on the other end of the telephone and needed that same problem solved and you'll do fine.

Sounds like a plan!

chmod wrote: »

Read about Mac, a lot of companies have mac and also about mobile devices(table, cell phones) nowadays is a must to know how to troubleshoot an ipad(or any tablet) and a mac at least the basics or have an idea how to setup a vpn or change an ip, connect to a wireless(change a profile, create a new profile).
Learn the foundation of wireless networks, be sure to understand what is a repeater-bridge-router-ap how to setup a wireless also learn about what is B/N/G and what is a wireless controller at least try to be familiarized with the terminology.

Wow, all your post sounded very complex. I have zero experience with smartphones, tablets, laptops, MACs and wireless networks. And that of course means that I can't get my hands on any. I'm not sure if anything I'd read would help me much, I'm great at learning by doing, but I suck at learning by reading. Thanks for the suggestions though, opened a whole new sector of what I do not know and didn't even think of.

N2IT

Just get in there and learn as much as you can! Nothing can replace experience, get ready to get blown away.

chmod

carr wrote: »

Sounds like a plan!

Wow, all your post sounded very complex. I have zero experience with smartphones, tablets, laptops, MACs and wireless networks. And that of course means that I can't get my hands on any. I'm not sure if anything I'd read would help me much, I'm great at learning by doing, but I suck at learning by reading. Thanks for the suggestions though, opened a whole new sector of what I do not know and didn't even think of.

A typical help desk job would be like: i can't print, i can't connect to the wireless, my pc is getting stuck, i can't open a file, i can't open google, i'm working from home and i can't connect to the vpn, how can i connect my phone/tablet to the company network, i need to use "name the software" on my mac plus all the layer 8 issues.
At least try to learn the terminology you don't need to be an expert but at least demonstrate you know something about technology.