Companies that view Help Desk as the bottom of the rung have their business model backwards.
Help Desk is about the end user and the customer - that's top rung!
All I.T. is support for end user and customers not visa versa.
I work in education and am involved in all aspects of technical support. Maintaining my education and skills is critical to providing good support.
Issues range from user support (student, classroom and administrative level), pc to network, hardware to software, upgrades to planning system growth. In person, on the phone and as a trainer in the classroom or professional development. Its never boring! Each day is something new and each call is an opportunity to make a difference.
I have exposure to the organization and opportunities that others in the IT department don't have - all areas. Keeps my finger on the pulse...
"Help Desk" is definitely a position all IT staff should experience regularly to stay in touch with the end goal!
Future? You bet, with a broad support experience base I've had offers and as soon as I complete my formal education I'll be looking for a position that pays better (education never pays well), but my heart will always be here - where the two worlds come together and there is a chance to make a difference daily!
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