You Need to Know Everything to Work in Help Desk (Not Really) - Episode 3
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- Опубликовано: 9 ноя 2017
- Let's talk about what you really need to know working help desk when you are just starting out. Do you need to know everything? Are you expected to know everything?
Will your end users expect you to know everything? YES!
What do your managers and fellow I.T. co-workers expect you to know working in I.T.
Stay tuned!
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I am in Help Desk second level support I worked my way up from not knowing shit about IT and this is 100% accurate, you just need to have a positive attitude, be willing to learn and learn how to finese your end user/customer when you are not able to help them right away. Also be very detailed when it comes to notes taking!
vsohi809 how much is the pay?
I am on the same boat as you were. I am going in as a help desk technician from just assisting the IT Team (Doing basic stuff). I feel lost when I am actually doing the customer service and remote in. Sometimes i feel dumb when I don't know the answer. I got to get the hang of this within 1 month. It's crazy! My respect for help desk technicians
How did you find the job?
I'm in the same boat as you were in right now. I'm planning to make this my career and I know I'll have to do a lot of studying to get things down. It was a bit tough for me to find a company that was willing to take a chance on me being new to the industry. How is it working out for you now?
Awesome news ! Thanks for sharing
It took me 2 minutes to realize that light behind you is voice activated. Pretty cool decoration.
Lmao ooohhhh shit
I ain't notice until I saw this comment
It took me reading this awesome comment to notice that light.
Wouldn't have noticed if you hadn't pointed it out.
nanoleaf
Im 3 days in my new Help Desk Technician job.. Your videos relax the hell out of me when I watch them! Today I felt like I did a little bit better than yesterday but at the same time, I felt overwhelmed because I was asked to upgrade an end users Adobe Acrobat with a license key and I asked my manager should I create an account for her knowing I was already going to do that! I ended up upgrading her in the end but I felt silly asking a question I already knew the answer to but I was just doubting myself! Word of advice: BOMBARD your manager or coworkers with questions I promise you they will appreciate you making the effort to learn instead of just sitting there trying to look like you know whats up when you really don't.
hey are you still in IT now 2 years later?
???
Delaying and getting back to someone is a tactic for any job the way I see it.
I’m almost a year into my new IT position, with little to no background knowledge on Information Systems. These videos are extremely helpful, and accurate as far as what you will deal with on the day-to-day basis. I’m so glad that I’m not alone when it comes to feeling confused or frustrated at times, because the end-user absolutely does expect you to know the answer to their question(s) on the spot. That certainly isn’t the case in most circumstances. With time and practice, processes become easier to maneuver through, and you’ll build up your confidence and skillsets.
Thank you for sharing your knowledge and experiences with us!
I know what you mean. I'm an IT tech at a local school district. Most of my job is in-person tech support, but when the pandemic hit and we had to switch to distance learning, our department started a help desk for students, parents, and staff to get tech support. I don't mind helping people, but I always dreaded taking calls because most of the time, the people who called couldn't accurately describe their problem. It would be things like "When I open my computer, I'm no longer able to access my program". What program? It was incredibly frustrating for me.
We would have frustrated parents call in saying that their kids keep getting disconnected from the online class. It was difficult to figure out if it was an issue with the school-issued computer or the family's internet connection.
Same. I'm still new to IT. Only been doing it for 5 months. Definitely alot to learn still but I've been in that situation many times. Putting Callers on hold while doing a Google search or asking a team member for assistance
I am so relieved. I am taking an A+ cert course and it is so fast paced with a lot to take in. I’m not going to remember everything
I'm on the start of week 4 and I still feel incredibly overwhelmed so thank you for putting my mind at ease
Im used to all this, for years i been the "Help Desk" of the entire family. lol Even for network issues and all that. I learned by using PCs since childhood, over 20 years using PCs and troubleshooting my own issues and then family members would call me to help them too. But im far from being an expert, i dont think anyone knows everything about computers because there is just SO many things to know, and new stuff comes up all the time with updates and so on. When it comes to IT in general everyone is always a student, always learning.
This video was really encouraging. I'm 40 and studying for my A+. It would be humiliating to say "I don't know", but knowing that I can stall and Google the answer really helps.
Seth McKevlin I'm in the same boat as you 40 and trying to get my A+. What cert will you go for next after you pass?
twincities612 Sorry for he delayed reply! I am not currently working (laid off this year) so I plan to get my first IT job right after I pass my exam. Depending on what advice I get there I may finish my BS or go for Network+ or Server+. We should keep in touch through this journey!
I can tell you for a fact, I got laid two years ago due to outsourcing, went to school, did an internship with the school, impressed the right people and as of next month I will be finishing my first year of helpdesk. I'm 35 next month.. with A+ but i hustle like a crazy person and keep a good attitude and will work on my Net+ and then Sec+. Best of luck, I thought i was done but i kept fighting things.
Thanks for this guys! I'm closer to 60 but will be taking my 901 test ain't a couple of weeks. Hope a job is available to an old guy.
Great convo on here. I'll be 39 nxt this year and just starting out.
I can't get over how much your channel and the people here are helping me. I am just starting into I.T. (Helpdesk) officially in one and a half weeks. I've been reading and trying to gather as much information as possible and this is really taking the edge off. Thank you so much!
You are very welcome! I'm glad our community is able to help you! Good luck to you and I wish you the best!
Start my new IT help desk job as well next week. Super nervous, but this is very helpful!
@@ionblue2707 good night I have a question how hard is helpdesk? What skills I need to have? And if you have seen any women in the field? I have a hard time finding jobs is there any advice u wanna give me thanks I hope u response
@@katygonzalez7422 Sorry for the long wait. I've been on the job for 6 weeks now and its pretty challenging, but awesome. Yes there are definitely women in the IT field, in fact, my boss is one. Depending on the organization, most are looking for someone that gets along well with others, good customer service skills, personable, and some years of formal or informal tech experience. Good luck on the job hunt!
Evening Zack!
This video was great man. Love the new helpdesk series you started. Would love to see another video about, “what to expect on your first day of your first IT helpdesk job.”
Keep the knowledge flowing 🤙🏼😎
4:53 is correct - I need to get more info and will get back to you. Never say "I don't know"
Dude, thank you for this video, I needed this. My company has different offices, LA, OC, Sacramento, San Diego and Seattle. I am in LA and I assist the IT dept. on basic stuff such as hardware repair or re-image computers. I was a Records Clerk and I just got promoted to Help Desk Technician to help out the main IT team in San Diego. It's a tough job when you don't know anything about trouble shooting applications . This is a good video and you just encouraged me to learn more and improve my customer service. Keep up the great work.
Hopefully going to be landing my first help desk job soon, and have definitely felt insecure about not knowing as much as I think I should. This series is really helping me gain some perspective and relax a bit. Thanks man!
Im subscribing. Youre relaxed demeanour is just what i need because at my job, just starting out in IT as a network operations center tech... My boss is an ashole who does exoect me to know everything. Plus im literally on my own half the time. Literally the only one working. Idk... From what i seen from your videos i really need this positive reality check
I live in Miami, it was painful to get into the IT world, i've been watching your videos for almost 2 years now, I appreciate all your efforts in guiding people, Next month I will be 1 year in helpdesk, I'm 35 next month. Some cities arent IT friendly though unless you have all the certs/degrees/experience and even then Miami doesnt pay well, Helpdesk here has been can you do desktop support, tier 1-3 helpdesk, have 2 years experience and atleast a degree or 2 certs like net+ and ccnna or msca... 14 bucks an hour.
I'll be 39 this year and doing a career change into IT. I'm so excited lol. At this stage in your any key advice into certs that really helped u out and what was expected of u?
14 bucks an hour, fuuuuuuuuuuck that, time to move out xD
Rouow Ward get your comptia certs and other certs like ccna MTAs
Sad truth. I was looking to go back to school for a CS degree to get into IT but these starting salaries are barely livable in MA. 12-14 an hour asking for a Bachelor's lol. And the problem is, people are taking these low paying jobs.
stay away from help desk. I go to texas tech university and here the average starting mis salaries for recent grads are 57k. thats more than any other business major. Do an internship and you'll be fine. p.s mis starting salaries for UT is 60k
This video is great! I love the flux capacitor support call. Tell the user to go find some lightening and a clock tower, that usually does the trick! I totally agree with your comments about not knowing everything. I've worked in I.T. for a long time and as you and I know, we're always learning. In my experience the I.T. guys who know everything are the ones to possibly avoid!
I just came across this video today and I want to thank you for it. I'm starting my second semester in college at an old age in computer information systems. This semester I am studying microcomputer systems and cyber ethics and have to say that I am feeling a little bit intimidated about the fact that I have been offered an internship at a Help Desk position. I truly wasn't sure that I was ready for even such a minimal task but, after watching this video I am positive that I can handle the position. So once again thank you so very much for this video.
Starting my first help desk job in the coming weeks and this, along with your videos definitely have helped me feel better about the job. Thank you for making this content!
Anthony Jean how has it been for you the last 3 months?
Whenever I feel like it’s the end of the world in my job , I open this channel!! You are saving lives dude thank you
End user : how do I restart my computer
Help desk first day (me): well I have to look into this a little bit further it’s actually a little more complicated than you think it is and there is a couple of things that I have to look into on the back end , so let me look at these things on the back end in our systems and I’ll get back to you as soon as I possibly can ok and then there might be some things we need to work on together when I call you back .
Sometimes a quick google search is all it takes, but other times I feel like techs can be too quick to start looking for an answer, without spending enough time diagnosing the issue to understand the problem.
This is great. Thank you for sharing. It's very encouraging.
Best answers 😂🤦🏻♂️
Did you tried to restart your computer
Did you recheck the cables
Did you press the turn on button
It may sound stupid, but they have to ask this in order to progress
Hmm third one is more IT Crowd than reality in my experience. But the first two are definitely things.
Hey man your videos are awesome, I just landed my first help desk interview and all of your videos really helped me! cheers!
Start my first day tomorrow and I'm feeding of this information. Watched Three Eps so far
Really super helpful. Thank you so much and greetings from Colombia!. Please keep it up with this help desk hacks!!
So encouraging! Im on Level 1 it help desk, and all you say is true! thanks
I'm experiencing this so much right now. Thank you for this. Such a great video, how do you not have more subs?
The only stupid question is a question not asked.
no...it's " there are no stupid questions...just stupid people."
Oh my god! Tommorow is my first day in new work in help deska. I was stressing a lot but afrer się your wideo im getiing chill.
Thanks duże a lot i love you
The funny thing is at even at 1st line you when you are escalating tickets/asking question you get the same thing done to you. You turn to the server guy and say "This user is having this specific problem and I've checked X, Y and Z, do you have any ideas?". Then he turns around and says "ermm...yeah....let me just look into that for you". Then they just so happen come back with a solution that is eerily similar to the first thing you saw on Google but didn't understand so weren't sure was actually relevant.
Thank you!!! Amazing, this video helped me a lot with my new job.
This video helped me figure out I have a terrible manager. Anytime I have a question about how to do something, you get talked down to, get the most arrogant reply, or " I don't have time" response.
I really appreciate your candor
This is true, I encountered this scenario, thanks Sir
this is pure gold information! thank you
So inspiriring, Thank you!
I really like the idea about writing down the ticket #s you had to escalate and going back later to find what resolved them. That seems ultra simple, but is also something I probably wouldn't have thought to do. Thanks for the video! I start my help desk position tomorrow (switching to software support from computer hardware repair, wish me luck!).
I'm on the same boat!
How was your first week? I'm doing the same switch
@@NOUSERNAMESLEFTFUUCK first week was awesome. Way better than my hardware so far. Have already learned a lot but it's about to get busier so we'll see how it goes! How was yours?
@@twolvefan8 Mine hasn't started yet, but i'm nervous. it's for fidelity so i'm curious what kind of questions are going to be common. Do you have to take a phone call and do the live chat at the same time?
@@NOUSERNAMESLEFTFUUCK No live chat involved it's just calls and tickets submitted via email. And don't have to do both simultaneously.
Not sure what questions you'll be seeing most often. Mine is with a MSP. so seeing issues from many different kinds of clients.
Thank you! Loved this..
Great advice!
This was helpful l. We are currently learning this in class.
Thank you so much for you video.Its really helpful for me. I want more and more video from you.
You're the best. This video of yours really helped me alot.
I was really looking up flux capacitor to test my skills lol. My answer was as good as yours. Thanks for the humor
Hi, I'm starting an IT help desk tier 1 position in a few days and these video's have really put me at ease. With how complicated IT problems can get I was honestly just afraid, I felt like I didn't have enough knowledge to potentially solve any Hardware or software problems on my own despite having some knowledge. It's really good to hear that we aren't expected to be thrown into the deep end and immediately start swimming. I've been digging and trying to gather as much information about what to expect on the first day or the first month in order to be prepared and give it my best shot.
it's been 4 weeks, how's it going for you?
@@NOUSERNAMESLEFTFUUCK Been great, the positions going great, learning lots about Aloha.
@@Gavriel92 Hi. Can I connect with you please?
Thank you ssosososososososo much for such an awesome encouraging video for IT cheeks
Thank you for the encouraging words awesome video
Lol! You slayed me when you said ‘..I have to check the server..’. 😭
Thank you for your support. I'm gona work like 1st line support analyst . I'm so frustrated now . Because it will be work with Russian people but I have courses only on English and feel a little bit stupid because my level of English not so high. And colleagues maybe think that my experience will be failed
I needed to hear this
Great video!
Thank you Ervin I've learned a lot.
i feel like having history in sales will give me a leg up starting out in IT
Thanks 🙏🏽
Thank you for the encouragement, it helped my self esteem a lot.
I am new to your page and your videos are so helpful and awesome thanks for sharing your great advices🙏
Knowing how to find information is a better skill than trying to memorize and know all the information in a given feild.
I really love watching your videos I'm gonna do cert IV in information Technology Networking can you please give me some advice ? Thanks for your help
What is those light triangles on your wall called?
This is some good stuff thanks
No problem! Thank you
Hey man, my name is Zachariah. I really enjoy your videos. I'm starting College at a local community college to obtain my associate degree in information technology. Will having an associate degree from accredited college be enough to go straight to test for A+ certificate and other basic certifications? If so are there other certifications I should be able to knock off without too much difficulty after obtaining my associate's degree?
Yeah I have the same, feels like Mumbles (ed bassmaster) is calling me from time to time :)
I love this guy men
Please can you make a video about how to become a telecom technician and what certification are required.
And also if possible explain about Multi Switch Network.
Thanks.
Zack's the man
great advice subscribed liked
great video
There's a KB for that. 😊 Problem would be, not all things are updated on the KB.
best answer
Had a guy today when he would hover over word to see the preview of the open documents, and he tried to go back into the screen he was on, the preview wouldn't close. It only did it off and on, nothing in the database, asked the Tier 2's, nothing, couldn't do anything lol
what can you advise to me . I don't know what to do and yes I'm overwhelmed already . I don't know where to start to study . currently in my training for service desk and I didn't know where to begin. help me
Hi I’m in England and I want to get into I.T I want to go down the networking/security route..please can you tell me what I need to do? I work at the moment so I can’t do college and there is no night courses..so what next? Would you say it’s best to get a job in IT as a it support tech and do my essentials and then I can work my way up?...please help
You should have had them check the cable running from the power supply to the device. A flux compositor needs 1.21 Gigawatts of power to operate.. 🥳😂
That being said, thanks for the video! 🙏
So I'm in the process of creating a resume and I have 0 experience in IT stuff. My background is in retail and loss prevention. All I know is that I'm willing to learn this stuff and going hard studying for the A+ cert. Idk if my resume would stand out and I don't want to lie.
which one is episode one?
Great Scott 😂😂😂
I am studying bsc IT ,after completing bsc IT I can study MBA it was correct or wrong
what is the difference between a client support and a help desk?
Someone said below "being in a helpdesk is like hell"... It is not, it depends on if you dont give a fuck about your job or if you do give. I feel too worthy when a user in ER needs to get access to something really important at the moment, or a white collar employee like me working but from home gets its huge problem resolved . Everything Depends on your attitude
You’re having issues with the time flux capacitor? Have you tried going back to the future ?
The Ole Flux capacitor call😂🤣😂
My favorite!
Have em check the plutonium level first.
flex capacitor.... hahahahahahaha, oh my god, i just had an user today with some crazy shit like that and i was like WHAAAAATF ? hahahahaha
Guys I am starting my first ever job as a Helpdesk Technician on Monday, the company deals with web hosting, offsite backups, setting mails accounts etc. I am very nervous about this position any idea on what the job will entail or any day to day tasks?
I have a degree in BCOM Information Management. Thanks
how has it been? I'm starting tomorrow and I'm nervous as fuck
oh man, lol... i was thinking about working in help desk but i already hate making calls. this didn't make it better
Yep. You need a good degree of patience and understanding to do well in jobs like this. I don't mind helping people with tech problems, but over the phone its horrible. I get that you're having trouble with your computer, but what exactly is not working? "I don't know. My computer just doesn't work". After like 10 minutes, they finally tell you, "I can't login to my computer because I forgot my password". 🤦🤦🤦 Why couldn't they tell you that from the beginning? No idea... It gets infuriating at times.
Watching 3rd EP
Hey love your videos and they helped so much and I got a job in a T2 help desk support. The job they gave me is "running tickets" I've never done it before. Do you think I'll be ok doing this? Or am I gonna get in trouble if I don't know how to do it? I've done research and I know what it means to run tickets but I've never done it. Sorry I'm just really nervous because it's kinda to good to be true for me lol.
R4STV most likely youll be answering tickets as they come
BigPermWill can you give me an example of answering a ticket please?
I was nervous too man. It's really easy. You'll just be logging as much info asyou can and doing basic remote troubleshooting, whilst making concise notes on the entire process.
If you just have the attitude that you know basic troubleshooting, but are completely honest about what you don't know, they'll be happy to help you. All service ops are an absolute ocean of different info, that you won't be expected to know that much of.
The biggest piece of advice I can give you, is BE HONEST!
People will help you if you're upfront about the things you don't know, but they'll happily leave to it you if you say you know something. Then you're stuck fixing a problem you know nothing about, all alone
otto maddox your right! Thank you very much I'll let you know how the first day goes. :)
👍👍👍👍
👍👍👍👍👍👍
I've a bachelor in IT, what's a better masters approach? Networking, Web Development or any IT related program, OR Business Administration? If time goes back what would you choose? I'm sooo confused since I like web developing but I hate programming, and we didn't study much networking so I don't know anything beyond basic theoretical info, I think I enjoy it but I feel it's a vast field and I'm gonna need more than just a CCNA course and that will take time, probably years. I also like marketing and the business field so I'd really appreciate it if you help me with my decision since I wasted a lot of time and years, and had a hard time getting hired in an Arab country. Thank you!
Night Hawk the question to ask yourself is do you want to make the management decisions or system problems? Management includes budgeting, procedure development, policy development, purchasing, contract, resource appropriation. Systems work includes the technical things like how do I setup the system, what needs to happen to maintain the system, what changes need to occur, prevention of system service loss or degradation.
Thanks for answering. Actually I prefer the latter even though I do like marketing and sales, which is why I'm confused between taking a masters in 1) BA and whether it's right for me, or 2) web development (though I can't stand programming but I like front-end coding) & 3) networking, or even a CCNA coruse rather than a two years masters. Just wanted to know which option is worth taking considering I wasted so much time lol.
WHERE sir did you get that voice activated light behind you?
he probably used a Raspberry Pi to hook it up and get it to do that, but I could be wrong. IDK too much about those yet
help desk . Google the customers complaint!
Yeah most of the time!
hey quick question I've been trying to look for a It entry level position like help desk what would i search in Indeed or Monster?
I love the batman swag
i feel like this is a little different when you actually talk to people within an business, lets say a helpdesk for bank .. atleast here in Mississippi at cadence bank .. alot of them be actual stuff they may not know..
password resets
their vpn keeps dropping
etc.
--
maybe a little more professional than the typical home user help desk ig. I feel like this worded weirdly
I heard somewhere that even the best programmers in the world say they are just really good at googling answers lol
Have you tried turning it off and on again?!
Is it possible to learn help desk hands on at home I am a hands on learning kind of person
Absolute hell -_-
I'm have an issue with....
Note:
Let me look into it (right away), and I will get back to you (as soon as I possibly can),ok?
There might something when we need to work on together when I call you back.
I hate people and have a short patience so I don’t think this would be the job for me lol