The Best HELP DESK Guide for Beginners; with PHONE CALLS and TROUBLESHOOTING My equipment: www.amazon.com/shop/cobuman Like on Facebook facebook.com/cobuman Tech and Science Articles: CosmicNovo.com goo.gl/W5rVa9
The world need ,more people like you , your channel change my life I thank you for your tuition free quality education, I am no longer a minimum wage employee thanks 🙏 again !!
%Thanks lot m8, Excellent one, But that last customer is the kind of the person that needs to learn how to have manners when asking for something , Never allow them to step over boundries!
Hi Ervin, thank you for every second that you spent it to give us these tutorials. I have a question: what are the names of popular ticketing systems ??
Thanks Abdullah, I appreciate that. Most companies will use a proprietary ticketing systems but some of the most popular 3rd party are Jira, ServiceNow, Spiceworks and etc... an older example of ticketing system is HP. :) Some older ones will look a bit different and are typically Java based applications but everything is moving towards Web Based like Jira like in this video-all are very similar in look and function to each other. Mainly because they need the same functions and of course to clone each other.
Thank you for this wonderful, insightful tutorial. God bless you. Please I have a question. I got lost when you are trying to ask the customer for their laptop name and how did you get access to their laptop because I did not see how you were able to get access to their PC on the video. Please help on this.
You just need their computer/workstation name which is found in About section on the windows 10 computer. Then you can use other software like DameWare, Windows Remote Assistant or similar to take control.
Hi Ervin, Thank you for this video. It is really helpful. I have a request that if you could be able to show, how can we go and have access to a PC with PC number? Thank you.
Your welcome sir. Tomorrow is my first work becoming and I.T support. Your video really helps. To thank you I never skip ads. Hihi your video are so much details
@@Cobuman problem is that iam not applying for entry level but I dont have realtime experience ,my previous role is IT support executive which is not pure technical but iam getting job roles of technical .How can I prepare to sound like experienced person . Could you please help me out sir
Hey cubuman im trying to install active directory on my PC but I can't figure out how to install it . Do you have to be working for a company to use or how does it work. Also can you make videos on INTRO. to Active directory and what it;s used for. thanks
waleed ashfaq sign up for Microsoft azure free trial you can install different type of virtual machines, you will find windows sever 2019 and it has active directory and other services
I wanted also to know, in case one can't personally get access to the customers computer, how can I remotely connect and get the access of customers computer desktop and solve it by myself while working it in my computer but in his desktop?
please about client if someone is new in work company and they need a new account or when they quit the job and we should to delete the client than system
Im confused. So around @25:39 mark the user is already logged into the PC since he keeps trying to login into Outlook. You then unlock his account through AD. So my question is, what was he actually locked out of? outlook or the pc? If it's outlook, You're able to unlock people out of applications as well and not just the pc?
Hi... I use Windows XP Service pack 2. I view one suspicious item in registry editor. That name is - IDXT META WORMHOLE. It's a virus or not ....? If it is virus, how I remove that ...?
Good question. I just didn't realize anybody used Windows XP still... It definitely sounds like a virus but I would install a newer OS like Windows 10. Even Windows 7 is no longer supported by updates.
The worst thing is when the angry customer calls about the issue which level 2 support was supposed to solve and they didndt even contact the user for 2 days and of course me on L1 is the one to blame and I have to explain something which i am not resposibkle for and say sorry in behalf of other people.
Yeah, I see stuff like that all the time. Sometimes you have no choice but to forward issues/tickets to other department, after you note and do everything possible, just so it comes back a week later with a complaint from the user/customer. In the meantime, nobody from the other department bothered to pick up the ticket... Makes me wonder why they are getting paid to begin with. As the front line of Help Desk it really sucks when this happens because you have to make excuses for their incompetence. The best thing you can do is note everything you've done in detail to cover yourself. Especially as L1 you have limited tools/access and you can only do so much before forwarding tickets. Next time this happens, you can give customer details to let them know it's not your fault (without having to say it directly). Just say: "This is what I found" or something like that... Apologize if needed, but at that point you are apologizing for a simple fact that customer received bad services from L2. Don't say it directly, but something like "I'm sorry that this happened like this". 😉 In the end, don't let it bother you too much because you did the best you could for the given situation... and those other guys... they have their own problems I'm sure. Take care.
@@Cobuman yes I try not to tell customers exactly who they should blame, i just say that I have checked everything I could and the only things that has left us to do is to wait, I write to another group asking for update but the 2 next day come and there is still no answer from them. User doesnt want to listen to the same excuse again, so in these scenaros I have to write an e-mail to the main manager of this group asking him why his employees did not take any action on the ticket, once I even wrote that the customer is going to complain on them to the main management which was just made up by me not true but suddenly when they saw this the ticket was updated after 10 minutes, so sometimes you need to scare them.
@@magdalenadrzumska9263 For sure. That's a good tactic. Although it sucks to have to complain to their manager... it has to be done sometimes. Most managers are not aware and some like to give attitude back, which is fine. This is the way.
The Best HELP DESK Guide for Beginners; with PHONE CALLS and TROUBLESHOOTING
My equipment: www.amazon.com/shop/cobuman
Like on Facebook facebook.com/cobuman
Tech and Science Articles: CosmicNovo.com goo.gl/W5rVa9
This is wonderful, thank you cobu
❤❤❤
I solved my first tickets on my new job yesterday. I was nervous but it worked out in the end!
Nice! It becomes much more easier over time.
The world need ,more people like you , your channel change my life I thank you for your tuition free quality education, I am no longer a minimum wage employee thanks 🙏 again !!
My pleasure. I'm always super happy to hear that my videos helped someone. 😁✋
This video is really helpful , for people looking to join tech support....Highly recommend
Thanks Patricia! I'm glad you like it.
Thank you so much for this tutorial. Later will be my final interview as an IT Help Desk Analyst😇🙏
My pleasure. Let us know how your interview goes and good luck.
%Thanks lot m8, Excellent one, But that last customer is the kind of the person that needs to learn how to have manners when asking for something , Never allow them to step over boundries!
Very true!
Hi I love your videos I’m looking to get into tier 1 help desk it’s a bit scary at first but your videos give me more confidence thank you
Thanks! I'm glad you like my videos.
That was an amazing tutorial. Would like to see more troubleshooting scenarios.
I'm glad you like it. I have tons more videos like this... here is the playlist: ruclips.net/p/PL4jgQJG6eMDMWkMzpKTVmKacLHC9m7v_r
@@CobumanHi is there any free third part ticketing system ?
Thank you it was best tutorial.
My pleasure.
Hi Ervin, thank you for every second that you spent it to give us these tutorials.
I have a question: what are the names of popular ticketing systems ??
Thanks Abdullah, I appreciate that. Most companies will use a proprietary ticketing systems but some of the most popular 3rd party are Jira, ServiceNow, Spiceworks and etc... an older example of ticketing system is HP. :)
Some older ones will look a bit different and are typically Java based applications but everything is moving towards Web Based like Jira like in this video-all are very similar in look and function to each other. Mainly because they need the same functions and of course to clone each other.
Thank you for this wonderful, insightful tutorial. God bless you. Please I have a question. I got lost when you are trying to ask the customer for their laptop name and how did you get access to their laptop because I did not see how you were able to get access to their PC on the video. Please help on this.
You just need their computer/workstation name which is found in About section on the windows 10 computer. Then you can use other software like DameWare, Windows Remote Assistant or similar to take control.
@@Cobuman Thank you for your swift response. Please how can you sign me in so that I can be able to initiate an incident on the Jira ticketing system.
Thanks a lot cobuman
Hi Cedrick. I'm glad you like it.
Great content. Thank you very much, I appreciate that!
Glad it was helpful! 👍
You the best
😁Thanks.
Thank you so much 🥰🥰🥰
You’re welcome 😊
Thank you very much
Sure thing. I have tons of these videos. Check them out.
It is really helpful. Thanks a lot.
Glad it was helpful! 😁✋
How did you access the user's computer been curious on that part. What did you use? Sorry i'm new in the IT world.
Depends what you're doing... if you need full access there are many Remote Desktop types of software. For example, I use Dameware.
@@Cobuman Really helpful thank you 🙏🏽 I appreciate it.
Another excellent video. Thanks
Thanks! :)
Hi Ervin, Thank you for this video. It is really helpful. I have a request that if you could be able to show, how can we go and have access to a PC with PC number? Thank you.
Sure thing. I have video on that. Here it is: ruclips.net/video/r_U0C78OvUg/видео.html
Never skip ads
Thank you.
Your welcome sir. Tomorrow is my first work becoming and I.T support. Your video really helps. To thank you I never skip ads. Hihi your video are so much details
Great Content! Thank You!
My pleasure.
Fantastic content. Keep up the amazing work!!
Thanks so much!
Hi sir
Do companies provide documents to refer to and solve the issue raised by tickets?could you please reply
Companies will train you up to a point. You just need to show basic knowledge when applying for entry level help desk jobs.
@@Cobuman problem is that iam not applying for entry level but I dont have realtime experience ,my previous role is IT support executive which is not pure technical but iam getting job roles of technical .How can I prepare to sound like experienced person . Could you please help me out sir
@@mounika1442 The best advice I can give you is that you can read the job description and learn about those things.
@@Cobuman ok sir thank you
Good looks COBUMAN. keep it up bruh
Thanks brother.
Thx for ur video! 👍🏻👍🏻
Thank you very much for all you are doing, It was fantastic lesson. Can you talk a littlie bit about google suite
Great suggestion! I will put on my to do list.
Did excellent 🔥
Thanks a lot! :)
what ticket system are you using?
This system is called Jira.
Hey cubuman im trying to install active directory on my PC but I can't figure out how to install it . Do you have to be working for a company to use or how does it work. Also can you make videos on INTRO. to Active directory and what it;s used for. thanks
waleed ashfaq sign up for Microsoft azure free trial you can install different type of virtual machines, you will find windows sever 2019 and it has active directory and other services
Thanks for the reply bow. Waleed, you can use a trial version; this video shows it in action: ruclips.net/video/UnWi79OfTS4/видео.html
I wanted also to know, in case one can't personally get access to the customers computer, how can I remotely connect and get the access of customers computer desktop and solve it by myself while working it in my computer but in his desktop?
You can use 3rd party tools to take control of computers. Here is my video on such tool: ruclips.net/video/3NAanEcnVfU/видео.html
please about client if someone is new in work company and they need a new account or when they quit the job and we should to delete the client than system
Hi, this video about AD talks user accounts: ruclips.net/video/iWXvdblkz-A/видео.html
@@Cobuman oooooo Perfect 🤩👏🏻👏🏻🙏🏻🙏🏻thanks
Hey cobuman can you do a video on service now tool
Good idea. I will see what I can do about that.
It's a great video really I appreciate that :)
Kindly please let me know the packages given for this triggering the tickets to the operations.
I don't understand what you are saying.
Can you please make video for us about ITIL System
I will add to my to do list. Thanks!
@@Cobuman Thanks you so much for considering my request..I appreciate your man
Sir can you help me out how to make outlook I'd for email....
Hi
hi ervin
Hello. Good to see you.
Thank you sooooooo much cobuman please make more video and if it’s possible make more video ❤️❤️😍😍😍😘😘😘😘👏🏻👏🏻👏🏻👏🏻👏🏻
Im confused. So around @25:39 mark the user is already logged into the PC since he keeps trying to login into Outlook. You then unlock his account through AD.
So my question is, what was he actually locked out of? outlook or the pc? If it's outlook, You're able to unlock people out of applications as well and not just the pc?
Good question. PC and Outlook share login credentials.
Bob Itsaboy 😂😂😂😂😂
😁😁You're the first person to catch that.
Hi... I use Windows XP Service pack 2.
I view one suspicious item in registry editor. That name is - IDXT META WORMHOLE. It's a virus or not ....?
If it is virus, how I remove that ...?
Good question. I just didn't realize anybody used Windows XP still... It definitely sounds like a virus but I would install a newer OS like Windows 10. Even Windows 7 is no longer supported by updates.
@@Cobuman Thanks for your opinion.
Yes. Soon I install latest OS.
@@prabhakaran9052 My pleasure. Good luck. 👍
The worst thing is when the angry customer calls about the issue which level 2 support was supposed to solve and they didndt even contact the user for 2 days and of course me on L1 is the one to blame and I have to explain something which i am not resposibkle for and say sorry in behalf of other people.
Yeah, I see stuff like that all the time. Sometimes you have no choice but to forward issues/tickets to other department, after you note and do everything possible, just so it comes back a week later with a complaint from the user/customer. In the meantime, nobody from the other department bothered to pick up the ticket... Makes me wonder why they are getting paid to begin with. As the front line of Help Desk it really sucks when this happens because you have to make excuses for their incompetence.
The best thing you can do is note everything you've done in detail to cover yourself. Especially as L1 you have limited tools/access and you can only do so much before forwarding tickets. Next time this happens, you can give customer details to let them know it's not your fault (without having to say it directly). Just say: "This is what I found" or something like that... Apologize if needed, but at that point you are apologizing for a simple fact that customer received bad services from L2. Don't say it directly, but something like "I'm sorry that this happened like this". 😉
In the end, don't let it bother you too much because you did the best you could for the given situation... and those other guys... they have their own problems I'm sure. Take care.
@@Cobuman yes I try not to tell customers exactly who they should blame, i just say that I have checked everything I could and the only things that has left us to do is to wait, I write to another group asking for update but the 2 next day come and there is still no answer from them. User doesnt want to listen to the same excuse again, so in these scenaros I have to write an e-mail to the main manager of this group asking him why his employees did not take any action on the ticket, once I even wrote that the customer is going to complain on them to the main management which was just made up by me not true but suddenly when they saw this the ticket was updated after 10 minutes, so sometimes you need to scare them.
@@magdalenadrzumska9263 For sure. That's a good tactic. Although it sucks to have to complain to their manager... it has to be done sometimes. Most managers are not aware and some like to give attitude back, which is fine. This is the way.
Thank you very much
You are welcome