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Desktop Helpdesk position?

By James.Villapudua ·
Need some tips on desktop support tasks. Most of my background is network support. I have an interview for desktop support, just looking for some key tips!

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Not sure if this is what you are looking for...

by Inkling In reply to Desktop Helpdesk position ...

I think you are asking exactly what the job would/could entail. Based on that assumption...imagine everything that you would have to do for a brand new user:

- Passwords - users locking themselves out, users unsure of how to create a password that fits complexity requirements, stuff like that.

- Shared folders - Helping users access shared folders by mapping network drives, ensuring they have permissions, etc.

- Internet - Does the company use a proxy server? If they do, you will have to help users configure their browser to use the proxy.

- Application support - Answering basic questions regarding MS Office (Word, Excel, PowerPoint, etc.), how to zip/unzip files or any other company specific applications.

- E-mail - Configuring their Outlook (Exchange mailbox, etc.), Outlook Web Access (if the company utilizes it), helping users digitally-sign their e-mails (again, if the company uses it), informing users about/helping them create PST files, etc.

- Removable media - Helping users write data to CDs, assisting them in using their "thumb drives", ZIP disks in rare occasions.

- General software/hardware issues - Monitors (change the contrast on them, making sure all the physical connections are good when they aren't working, etc.), hardware/software drivers, troubleshooting peripherals (mouse, keyboard, etc.). Blue screen of death. Hard drive failure, etc.

- Printing - setting up local/network printers on their profile.

- Stupid things (haha) - setting their desktop wallpaper, screen resolution, accidentally deleting files, this will be the majority of the issues...trust me.

- Security patches/updates - Depending on how good the company is...if they have an Information Assurance section this may or may not be your responsibility.

That's just what I can think of off the top of my head. I'll post more if I think of it.

I hope that was what you were looking for. If you want/need more detail on anything let me know.

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Desktop Helpdesk position?

by James.Villapudua In reply to Not sure if this is what ...

This is exactly what I was looking for. Thank you for the info, aleast I'll have something to brush up on. Thx again to whom ever replied. My main focus is network support but this new agency has more opportunity.

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Talking on the phone

by rdaugherty In reply to Desktop Helpdesk position ...

Most desktop support positions want to know if you are ok with spending most of your time on the telephone and that you are good at customer service and dealing with upset customers.

Desktop support is really the bottom rung of the ladder. Network support is one rung up and probably the better career path if you?re looking to move up to a network admin position.

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Yep talking on the phone!

by VirginiaBeachBum In reply to Desktop Helpdesk position ...

That's definetly a biggie, as well as customer service. Dirks pretty much nailed it. Most of it's user support after they screw up. You'll answer the phone sometimes and laugh your a$$ of at some things user ask/do.
Educating the customer is a biggie to so they stop bugging you..LOL!

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Educating the user...

by Inkling In reply to Yep talking on the phone!

That is a great point that I forgot to include!

When I ran a helpdesk in the Marine Corps I instituted a policy that only two people per section were allowed to call in trouble tickets. These two were usually the most technically savvy. Eventually, it got to the point that my Marines rarely had to deal with "stupid" trouble calls.

If you can get to know your users and find the closet tech geeks, they are usually more then willing to help their co-workers out with the easy problems.

I don't know how well a formal system would work in the civilian world, but the informal method I just mentioned works great.

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