Anybody else hate help desk work?

I figured I start a little rant here to release some steam but I have to say I HATE help desk work.

My job requires me to be about 50% server admin and 50% help desk for a site of about 300 users and I cringe anytime my phone rings. Anytime I have a help desk call the person on the other end is always in a bad mood, whatever the problem is they want it fixed yesterday, and no matter what (even if it's the fact their printer doesn’t work) it's somehow the IT dept's fault.

Of course all this wouldn't be so bad if the people I have to support could you know actually use a computer but that just isn't possible. I just can't understand how people can get a job that clearly states they need to have computer skills when they have no computer skills at all. I am not talking about people that may have a hard time setting up a wireless home network I am talking about people that don't know how to create a shortcut or people that have never even learned the concept of making a folder.

Worst yet if it I am not dealing with the 60% or so that I described above I have to deal with the 15% that think they know EVERYTHING about computers and feel the need to tell everyone in the IT dept. how much better things would be if they ran the IT dept. on a daily basis.

I praise any of you that actually enjoy help desk work because you are truly a better person than I. I just can't explain how frustrating it is to be working on a server delegating a DNS zone, fixing a AD replication error, or tracing down a Terminal Server problem (things I really enjoy) to be interrupted in the middle of it to have some user in a bad mood yell at me for 5 minutes about how the internet is slow today and they can't post there Ebay auction.

Ok rant over, thanks for letting me get that off my chest. Anybody else got some help desk horror stories or advice they like to share?

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Comments

jpeezy55

Wow, you guys make me feel good about my new job! I just started today as a HelpDesk Support Tech and I'll also be doing some setting up of servers for our clients. We are a company that designs, installs, and manages networks for companies that don't have their own IT department. Most of the calls we get, fortunately, are more in-depth than "My printer won't print". I also get to monitor the Events generated by the servers and watch for anything serious to come through. I then have to remote in and fix the problems or apply patches, etc...

I'll let you know in a few months how it goes...the big advantage is that I will be able to advance in the company from Helpdesk to Field Tech and/or Network Administrator...So, it has it's benefits...

strauchr

Help Desk is like a hazing I think everyone should go through to start their IT career as it achieves 3 things.

1. A better understanding of how IT relates to users and the business requirements. What you think is important is not necessarily as important to the business/users. Its important to know this.

2. Whats its like being on the recieving end of Help Desk calls - it might make you a little more respectful towards those people when you need to use them.

3. Makes you appreciate your higher level jobs so much more - when your on a project and trying to do up all the documentation for scope etc. and filling out reports and budgets for managers it can get you down a bit but reflecting back on your Help Desk days and you suddenly get a spark of energy - as things could be worse.

But saying that i have had some good times on Help Desk - it is generally more sociable and there is a lot of instant satifisaction from resolving lots jobs quickly trather than waiting 12 months on a project to see the fruits of your labour.