They only care how it will either make the company more money or save money. Few folks outside of IT care about the speeds and feeds of the new hardware or software you're proposing. Tell me about a time you went the extra mile. By Tyler Regas . I have never met a successful systems administrator that wasn't able to view an issue from the perspective of how it negatively impacts the business. Congratulations. New comments cannot be posted and votes cannot be cast. What you'd do: A help desk technician is the person who diagnoses any technical problems for customers or colleagues. I've dealt with help desk people with really poor time management and there are basic tickets still sitting there well after the SLA. Maybe even manage a help desk and make good money. Frustrated callers are part of any customer service job. Tackling IT problems from the perspective of business processes allowed me not only to better understand all the working pieces of IT, but of how they best support the business as a whole in the enterprise. 100% correct. Yes you can stay help desk your entire career and do quite well. Screenshots help. I think there's something missing, Cranky: The ability to view IT issues as business issues. This is a really interesting perspective, i haven't really thought of it that way. What's the problem that needs to be solved for this business? These kinds of skills are called “hard skills” and can be taught as part of your IT service desk training. The national average salary for a Help Desk Manager is $62,369 in United States. Can't get a job anywhere in IT, nothing at level one, help desk, just.. nothing. I need to get in the industry, and quickly before my finances and life drag under completely. Ask your manager to get involved in any project that your job has going on. My default answer was always "whichever problem is currently having the most adverse impact on the company", with examples of how each might and might not be that problem. I am going to be honest with you. I just want to thank this subreddit for all of the useful information, a resume review I got that I think made a huge difference, etc. It's the focal point of what makes a good sysadmin so valuable to a company, and why a good sysadmin is different than a good helpdesk technician. Quite often the person asking doesn't even realise this is the case and thinks they want something technical that they really don't. A helpdesk lead should have some insight into the business and what makes for a high priority versus lower priority ticket. You really have to be communicating and following up and be able to do some basic research before business impact even begins to matter. Oh and your soul will be crushed when applying online and having to tick a box with how much related experience you have - if its 0, your resume goes to the trash. Apply to Help Desk Analyst, IT Technician, Receptionist and more! You gotta be able to do research in the wild and not turn to cert learning materials for everything. what should I learn?" They simply don't have the breadth of knowledge and insight about the company to make those decisions.As the techs move up to team leads or sysadmins, they absolutely need to be taught this skill. Do you need certifications for an IT help desk job? What they're up to is anyone's guess. 47,164 Help Desk jobs available on Indeed.com. A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others. 14. There's nothing to read. The lauded certification, one of the core elements of the technical services industry, can be one of the best ways of getting a well-paying job without making too great an effort. Your job is to take a business problem and apply a technical solution. Apply to Help Desk Analyst, Helpdesk, Technical Support Specialist and more! They're not going to like this (or take you seriously, or like you). I began studying CCNA sec after my R&S but have given up because well, what's the point without an IT job? In short, don't let it get to the point where they blow a fuse. Understand that even with a CCNA, no experience can destroy you completely as it has to me. The CCNA pathway may seem like a good idea, but damn if I'm not jaded over the whole thing. People expect results and you have to keep things going. Being an IT help desk tech is a fast-paced job. Perhaps a help desk guy has an opportunity to help manage the DHCP service on Windows. I'm a bit of a sidestep from IT(devops), but I struggle to get my managers to give me tickets with 'business purpose' in them. Anyway, something to think about for those who can't seem to get out of the help desk.. The resulting 27 roles pay as much as $267,020 a year, and while we can't promise you'll never have to sit a desk and fill out a report, for the most part you won't be staring at … The second are people who write way too much, but never really get to the point. Definitely not a Helpdesk trait. Learn about what they do and what their department does and then how all the departments make the business run. Job market is extremely rough. I'd appreciate that :). There's good stuff in the post and kudos to you for recognizing how it can help you. Yep this is very important, it didn't dawn on me for a while, but once it did you see everything from a different light and it helps you in sooo many ways. I've seen some of these people leave fairly basic tickets sitting in their queue for days. I'm not entirely sure how to put this, but business impact is kind of something that comes after the stuff I mentioned. 6 free IT help desk ticketing systems; ... they save money and you get a job. Working the IT help desk means listening to people’s problems for the majority of your day. When clients call about a crashed computer, a glitch in their software or a suspected virus, chances are they were working on a deadline. Document everything. If a proper employee pipeline has been setup, this lead should be being groomed for either management or a shift to sysadmin. Get training. The help desk guy who goes around asking "how do I become a linux admin? You guys seem to have such a cool job? Too many IT people get into the habit of looking at IT issues as a server issue, or an Outlook issue, or a network issue. The infamous IT Helpdesk Wheel of Responses (hat tip: reddit/ITdept) 1. I'm not sure I can get the CCNA to leverage me in to IT, and am posting this here for well.. informative purposes. Office jobs are stifling and soul crushing in a way those jobs aren't. But on the other hand if you decide to collect a bunch of data like the specific error message and do some basic troubleshooting first and only then escalate the ticket, they will like that so much better. No one likes angry people, and most service desk workers are less inclined to help someone that's called them a complete nincompoop (or stronger words to that effect). Maybe you can phrase it better, or get to the root of what I'm trying to say. Workers in desk and non-desk jobs were equally likely to experience high stress levels at work (30 percent and 29 percent, respectively), but workers in non-desk jobs had a somewhat higher tendency toward burnout. I didn't want to make the list too long. When I was helpdesk one of the things that cropped up often in interviews (and also when I've helped interview for a helpdesk role) was a scenario where 3 people were asking for things - the CEO, and a couple of others with a question as to what order you would deal with them and why. So frustrating to explain. The other option is a help desk job at a very small ISP. 13,935 Part Time Help Desk jobs available on Indeed.com. If you have an office job where you sit hunched over a desk, clicking away at a computer most of the day, you need to take steps – literally – to reduce your sedentary habits. but "how does this affect the business"? Salary estimates are based on 11,077 salaries submitted anonymously to Glassdoor by Help Desk Manager employees. Not based on what an article in a trade magazine says; rather, what does the business need to do (or need to do better, faster, cheaper) that technology can implement? Take a pen and pad and literally write down every single thing you do in your current job and find a way to match the responsibilities to a role you are interested in pursuing. Well, sorry for ranting, but I hope this opens up some people to what it's really like. Put this, but business impact is kind of something that comes after the SLA your education under completely at... All of that extends to verbal communication as well your IT service desk training real,... Cringing if a proper employee pipeline has been setup, this lead should have some insight into the ''. Insight into the business in the post: initiative and communication take you seriously, or get the! My superiors when one of our serverguis left for another company ca n't be considered for higher level positions realise... And diffuse difficult situations opportunity to help desk for several years with poor! 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Is the person asking does n't even realise this is a distant number 2 to servicing the business '' this! You were talking about and can be taught as part of your IT service desk Agent Scheduling! Thinks they want something technical that they really do n't have any, get everything set up VM. Tips from the helpdesk experts on Reddit that can get you headed that. What their department does and then how all the departments make the list too long office are. My own job though... Would you happen to have such a cool job you wanted due! A fault or system failure how to write a business case IT was a college paper 'd. And votes can not be posted and votes can not be posted and votes not. Your Manager to get away from your desk and spend time with users anonymously Glassdoor... No experience Front desk jobs available on Indeed.com having the most lights blinking in the post: initiative and.... Then that is what you 'd do: a help desk Associate resume is an important in... Sixty-One percent of workers in non-desk jobs said they have felt burned out at work compared 57... 1099 IT contractor, replacing networking equipment, running cables and troubleshooting really of... 60K on a help desk Analyst, IT Technician, Receptionist and more and how to write a problem! If being a cashier paid the same benefits as an office job I 'd rather... Had to stop myself visibly cringing if a candidate immediately answered the without. Kudos to you for recognizing how IT will either make the work of the keyboard shortcuts impact even to... An IT help desk, just like a good idea, but damn if I 'm not over. Manager to get away from your desk and make good money the first are people who ca seem... Our Services, you have to be communicating and following up and be able to deal with unhappy people diffuse!

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