The IT Help Desk: What Should You Know Before Starting? Pros Share Their Experiences
You were meant to work in technology. One problem is that many entry-level IT help desk positions are available. You’re not sure if this is the way you want to make a living.
What if we told you that IT help desk support could be even more rewarding than you think? You might think you know what help desk support is. We’re willing to wager that there is more to this job than you think.
Are you ready to find out what it is like to work at the IT help desk? Please continue reading to learn from IT professionals about what it’s like to work the help desk before getting started.
What is help desk support?
Before we get into the details of working at the help desk, we must first understand the basics. Help desk technicians are there to help customers in need of assistance. This can involve more duties than you might realize.
These are the most common daily tasks of IT help desk professionals:
- Customers can be tracked, monitored, and responded to by tracking, monitoring, and responding
- Help the customer to resolve their problem
- Provide accurate information and make suggestions for improvements
- If necessary, connect customers with higher levels of support
- Get feedback from customers and share it with the leaders of your organization
Here are some things you need to know about working at the IT help desk
We’ve been asked by you what it’s like working at the IT help desk. We asked IT pros to share their stories and advice before applying for your first IT Support Edinburgh.
Technicians at help desks don’t spend their entire day talking on the phone
No more need to talk with customers by phone about troubleshooting. Many companies have simplified their tech support systems to assist customers thanks to the new technology.
Davon Daniels (VP of operations) says that while some companies prefer ticketing systems, others use chat systems, and some even use social media tools like Facebook Messenger and Slack.
These communication tools make it easier for you to communicate with customers and reduce frustration. Many help desk staff can send a link to troubleshooting instructions or copy and paste an answer that addresses common issues. This makes it much easier than you might imagine.
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Your communication skills will be tested
Many customers won’t be tech-savvy. Many customers won’t know the technical terms used by tech pros, making it more difficult.
When explaining technology issues to the public. As with all careers, IT help desk workers will improve their skills and eventually expand their knowledge for non-technical audiences. Ferdinando says that these difficulties became easier over time with practice.
You will return home with many interesting stories
One thing is certain:A day in the life of a help desk technician is never boring. They deal with all sorts of bizarre and unusual user problems. It’s impossible to predict what day will bring you to the help desk.
Tom Winter, co-founder, and CEO of the IT Help Desk, says that the most fun part about working in an IT help desk is the strange stories and requests customers. He has heard it all, from pets damaging equipment to long and absurd rants about the product or service.
While not every support ticket is fun, there are plenty that will keep you busy. Winter states that the fun part of being a support agent is never knowing what might be in store for you next.