Ticketing System Experience - Self Taught?

Xyro

Recently, I did not get a Tech Support Specialist II position because I did not have ticketing system experience. I met and/or exceeded all other requirements and the interviewer eagerly attempted to steer me into stating I had the experience three times, but I repeatedly refused to do so because I did not wish to lie.

I decided to then pursue Tech Support Specialist I; however, I note that ticketing system experience is required for these jobs also. Apparently I will not get an entry-level tech support position without this.

My question is:
Is it possible to self-train for ticketing systems and if so what is the best procedure to go about doing this?


Also, I have technically already worked 2 entry-level IT positions, so am I going about this wrong way? My ultimate goal is to get into networking, but those jobs all require either Bachelor degrees focusing in CS, a CCNP/CCIE, or 3+ years server experience... none of which I have.

Any answers and/or recommendations will be appreciated, thank you.

shodown

I've had ticketing system at the majority of jobs I've ever had, and the only 1 I ran into 2 times was remedy. If they have a ticketing system so complex that you can get the job something is wrong with that org.

The only other thing I could think off is that you would be supporting that system which then its a whole new ball game.

SweenMachine

Xyro wrote: »

Recently, I did not get a Tech Support Specialist II position because I did not have ticketing system experience. I met and/or exceeded all other requirements and the interviewer eagerly attempted to steer me into stating I had the experience three times, but I repeatedly refused to do so because I did not wish to lie.

I decided to then pursue Tech Support Specialist I; however, I note that ticketing system experience is required for these jobs also. Apparently I will not get an entry-level tech support position without this.

My question is:
Is it possible to self-train for ticketing systems and if so what is the best procedure to go about doing this?


Also, I have technically already worked 2 entry-level IT positions, so am I going about this wrong way? My ultimate goal is to get into networking, but those jobs all require either Bachelor degrees focusing in CS, a CCNP/CCIE, or 3+ years server experience... none of which I have.

Any answers and/or recommendations will be appreciated, thank you.

What types of incident tracking did your other two jobs use?

stryder144

Might I suggest a slightly different take on the matter? I would highly recommend that during the interview, when asked about your ticketing experience, tell them that you don't have any but that you are sure you could pick it up rather quickly. Naturally, use the terms that would sound most like you.

cyberguypr

No biggie here. The basics for ticketing systems are the same. Some do have advanced capabilities but the core functionalities are not dissimilar. If you want to get some exposure I say go download Spiceworks, Servicedesk Plus, or similar product. Read the documentation. Install it, configure it, add technicians, create dummy cases. Play with it as much as you can. Understand workflows. Take notes. Although this is not experience per se, you'll be in a position to engage the interviewer in a discussion.

Fidelity

Ticketing systems really aren't too hard. I've used quite a few and for the most part they are all similar.

Go download osTicket or Spiceworks and play around with it. They are both free and extremely popular.

devils_haircut

If the interviewer is more focused on your ability to navigate a ticketing system than your ability to handle customers and troubleshoot issues, then that interviewer needs to go study up on the position that they're hiring for, because they obviously don't understand it.

Ticketing systems are not difficult for us IT folks. It's akin to asking if you know how to navigate Windows.

Danielm7

stryder144 wrote: »

Might I suggest a slightly different take on the matter? I would highly recommend that during the interview, when asked about your ticketing experience, tell them that you don't have any but that you are sure you could pick it up rather quickly. Naturally, use the terms that would sound most like you.

I agree with this. They were even trying to steer you towards the correct answer in the interview. Not to say that you've already done it, but even that you can pick up new applications quickly and learning a ticketing system is a non-issue, etc.

DoubleNNs

stryder144 wrote: »

I would highly recommend that during the interview, when asked about your ticketing experience, tell them that you don't have any but that you are sure you could pick it up rather quickly.

I agree. And if you know which type of ticketing system they use, just google/youtube it and spend 5 mins looking over any info you can find. Then when you get to the interview, you could say you haven't used their ticketing system, but you are knowledgable about it. You've looked it up and are confident that it wouldn't take you too long to figure it out fully.

I had a similar thread like this in the past. A similar situation kept me from getting a position. But by now I've used 2 diff ticketing system. They were both completely diff and the knowledge from one didn't carry over to the other. Even still, I was able to pick up the basics of each within a few mins of it being shown to me.

SweenMachine

DoubleNNs wrote: »

I agree. And if you know which type of ticketing system they use, just google/youtube it and spend 5 mins looking over any info you can find. Then when you get to the interview, you could say you haven't used their ticketing system, but you are knowledgable about it. You've looked it up and are confident that it wouldn't take you too long to figure it out fully.

I had a similar thread like this in the past. A similar situation kept me from getting a position. But by now I've used 2 diff ticketing system. They were both completely diff and the knowledge from one didn't carry over to the other. Even still, I was able to pick up the basics of each within a few mins of it being shown to me.

^^^^^

This.

I know that it really isn't a good practice to fib in interviews, but there are ways to spin it. The only real concrete lie I ever told in an interview was about ticketing systems early on in my career. I had no exposure and they were insistent that their hire had some. I said I did.

Took me 5 mins after being show the system to understand how they work. And every single job since has had a different ticketing system.

As I mentioned before in some threads, I used to do interviews for hiring at my old help desk. I always asked about ticketing experience, and if the person had none, and their response was plausible, the question was now on the back burner. They just want to know IF you understand the logistics of routing within an organization.

-scott

lsud00d

All good advice, I concur with @cyberguypr to download and install a free/trial-version of a ticketing system to get your feet wet. Not only do you get relevant HD experience, but also sys admin'ing.

sj4088

I remember back in the day when I interviewed for tech support jobs and it used to tick me off that the interviewers was spending so much time asking me about my ticketing system experience. Pretty much all ticketing systems are the same. I could tech you how to navigate the basics of it in 30 minutes or less.

If they do have a ticketing system so complex that it take you a long time to learn how to use it that's a sign of something not right with the company imo.

What is far more important is your knowledge of whatever you are going to be supporting, your troubleshooting and customer service skills.

DoubleNNs

sj4088 wrote: »

I remember back in the day when I interviewed for tech support jobs and it used to tick me off that the interviewers was spending so much time asking me about my ticketing system experience.

Somewhat off point, but I interviewed for a Jr Net Admin Position recently. And for some reason, 1 of interviewers kept asking me about my experience w/ MS Office. I had to somehow explain to him that I know how to type, and indent, know the differences between a word and excel file, and have been making "advanced" PowerPoints since I was in elementary school, without being blunt or rude.

I kept waiting for the more advanced technical questions to come.. but they never did.
(edit: The only networking related question they asked me was "What kind of show commands do you know?" When I replied, "That's an incredibly broad question." but proceeded to list/explain a few, he cut me off before I could even start.)

I still don't know how I feel about them telling me I didn't seem qualified enough for the position a few mins later. Even tho I keep telling myself I'm better off, I can't help be feel insulted for having been passed over.

Waste of my time and gas.

W Stewart

Unless they want you to design or maintain their ticketing system for them then I don't see what the big deal is. There's nothing complex about using a ticketing system. It should take all of 20 minutes to learn how to do whatever you're going to need to do on a ticketing system. The most complicated it ever gets is when you're working for a company that has a million different tools to do everything instead of a centralized tool and I'm sure everybody's been through that once or twice in their career.

sj4088

DoubleNNs wrote: »

Somewhat off point, but I interviewed for a Jr Net Admin Position recently. And for some reason, 1 of interviewers kept asking me about my experience w/ MS Office. I had to somehow explain to him that I know how to type, and indent, know the differences between a word and excel file, and have been making "advanced" PowerPoints since I was in elementary school, without being blunt or rude.

I kept waiting for the more advanced technical questions to come.. but they never did.
(edit: The only networking related question they asked me was "What kind of show commands do you know?" When I replied, "That's an incredibly broad question." but proceeded to list/explain a few, he cut me off before I could even start.)

I still don't know how I feel about them telling me I didn't seem qualified enough for the position a few mins later. Even tho I keep telling myself I'm better off, I can't help be feel insulted for having been passed over.

Waste of my time and gas.

Lol. I know the feeling.

aftereffector

DoubleNNs - My blood pressure went up just from reading your story and imagining if that happened to me. But then I remembered that I would probably hate my life if I actually got a job with those people, so I guess it wasn't necessarily a bad thing to be passed over, right?

Xyro

To all those of you whom stated that I should have told her that I could learn the ticketing system quickly:
I did exactly this. I told her that it would be quite easy and I could more than likely learn to use it in about 20 minutes, but it was then stated that it needs to be actual on-the-job experience. What I then asked is if it would acceptable for me to teach myself to use the ticketing system on my own time to obtain the experience. While she did seem at least semi-impressed by my motivation, I was once again greeted with the exact same answer as before. She then suggested that I take a 2-3 month contract job to get the ticketing system experience, which I felt was ridiculous lol; however, I will do it if I must.

As for everyone else who stated it should be an easy task to download & practice with the systems, thank you. I see now all I needed was a list of the most commonly used software which I now thank some of you for providing. I note that Spiceworks, Servicedesk Plus, and osTicket have been mentioned. Are these the most commonly used? Any others I should know about?

devils_haircut wrote: »

If the interviewer is more focused on your ability to navigate a ticketing system than your ability to handle customers and troubleshoot issues, then that interviewer needs to go study up on the position that they're hiring for, because they obviously don't understand it.

Ticketing systems are not difficult for us IT folks. It's akin to asking if you know how to navigate Windows.

I could not agree with this more, but apparently it is less cut & dry to some whom do not have an IT-mindset.

At most, even without seeing a ticketing system prior, I assumed it would take me about 20 minutes to learn. As most software is just that... easy to learn in a brief amount of time.

SweenMachine wrote: »

What types of incident tracking did your other two jobs use?

This made me laugh. The answer is none.

olaHalo

Id give a generic answer about how all ticketing systems you have used are similar and how you could learn theirs very easily and with no issue.
I have used about 5 different systems and they are all the same more or less.

If you want to stretch the truth just name a few big ones like Spiceworks

Khaos1911

When I interned that particular company had Remedy and the company I'm with now has USD service desk. I was never formally trained on either, I just sort of picked up the ins and outs of them. It wasn't difficult, just took some exposure. I wouldn't sweat it, there is not a steep learning curve to these things.

Gorby

If I were interviewing I would be more interested in your customer service skills and ability to handle tough problems. Unless your the administrator for the ticketing system I don't see how that should keep you from the job. It's not a complicated system it should take anybody with a little IT savvy maybe 30 minutes to learn how to read, open or close a ticket..

datacomboss

I've used at least 20 including in-house designed and for the life of me I can't understand why knowing a ticketing system would be a job requirement. Silly.

gorebrush

I've used a wide variety during my career, and they quickly become the bain of my existence.

My latest foe is BMC's Remedy.

sasnimrod

Xyro wrote: »

I note that Spiceworks, Servicedesk Plus, and osTicket have been mentioned. Are these the most commonly used? Any others I should know about?

OTRS (otrs.com | OTRS Simple Service Management) is also another good ticketing system to know about.

Setting up one of these ticketing systems and getting to know how a ticketing system generally works, would give you a solid background. I've had experience in setting up OSTicket and one of its main benefits is that it's highly customizable. There are plenty of mods available on the forum that you can try out in order to better understand the capabilities of ticketing systems.

For more details on setting up OSTicket I suggest this link: osTicket – Windows Install Guide | EveryDay-Tech.Com

ScrawnyRonnie

That is a lame reason to not get an offer. As they've said, they all have the same main functionality and it wouldn't take but a few minutes to get the gist of any of them. I don't understand why ticketing software experience is required for positions either. If anyone is qualified for the position in all other areas, learning to navigate a new program is child's play.

Tremie24

devils_haircut wrote: »

If the interviewer is more focused on your ability to navigate a ticketing system than your ability to handle customers and troubleshoot issues, then that interviewer needs to go study up on the position that they're hiring for, because they obviously don't understand it.

Ticketing systems are not difficult for us IT folks. It's akin to asking if you know how to navigate Windows.

This.

Let me guess, was it a recruiter that you were talking too? I've been turned away by recruiters because I didn't have any prior experience with ticketing systems. Even though at the job I have now, it took them probably a total of 5 minutes to show me on how they use their ticket system.

the_Grinch

Sounds to me like they had someone in mind for the spot, but had to publicly post the position and interview for it. Never had a company ever say I couldn't have a job due to not knowing their ticketing system Did have a company become overjoyed that I knew the system they were switching too (it just so happens that I asked and when I knew what they were talking about I basically got the position). As others have said you don't want to work in a shop that puts that much importance in knowing their ticketing system. It's one thing to want people who are conscious of the importance of tickets and the stats drawn from the system, whole another animal to put an importance on the system in and of itself.