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Training for help desk analysts

By gkennedy ·
I manage a help desk of 18 analysts in a 24x7 call center supporting Windows XP/Office 2003 in a heavily managed/locked down environment.

I'm finding it harder and harder to hire for the help desk position - as the environment becomes more "managed" the job becomes less "techie" and more about basic troubleshooting and following the correct process. Since the techies I used to hire don't really want this type of job, I'm hiring more and more entry level analysts but then having trouble finding the resources to train them.

I'm looking for suggestions - anyone know of good CD-based or online training out there or have other ideas? One program I'm looking at is from quickcert.com.

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Help Desk Institute

by bman In reply to Training for help desk an ...
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Try Certiport

by Huli In reply to Training for help desk an ...

Try these guys I have used these guys in the past http://www.certiport.com/portal/desktopdefault.aspx?TZ=-4

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Training for help desk analysts

by MorrellF In reply to Training for help desk an ...

Rather than worry about where the next nerd comes from, why not try and hire some older IT people. We, over 50 techs are unable to get work because the IT industry refuses to look at us seriously.

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Helpdesk training

by qgennero In reply to Training for help desk an ...
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over 50

by Dharamvir In reply to Training for help desk an ...

I fully support MorrellF's idea and I wish the IT industry will consider this valuable source of manpower.

Sincere Regards

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The Over 50 / Over qualiified / Overlooked / Over Paid?

by petev In reply to Training for help desk an ...

Interested in your thoughts: How would I go about recruiting people like you that are over 50? I fight the perception that you have a "seniority" complex that implies the following: I'm old but good; I'll work hard, but it needs to be for more bucks because I have all this experience.
My company has just been awarded a helpdesk contract that with the right staffing could grow from two people to a dozen or more within a year. I'd love to hire experience...and I would definitely hire the over 50 techies...except.... along with the experience I see attitudes of entitlement, stubborness and the need for flexibility. I'm willing to hire part-time but the pay is more like entry level so I have my doubts that the IT50+ want that rookie level again. I could interview my way to the few right candidates for this position (and I'll do my share of that) but spending huge HR type hours to winnow out the learned attitudes of "I deservititus" versus hiring newbies doesn't seem a good return on the investment of my time. Can you give me reasons why I should still go down the road for hiring the speed limit and above?

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...it needs to be for more bucks ...

by JAMES.MACAULAY In reply to The Over 50 / Over qualii ...

"...but it needs to be for more bucks because I have all this experience."

Not much more bucks, just more than $9.00 per hour.

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The more buxx part of it....

by petev In reply to ...it needs to be for mor ...

makes sense James. I just posted job openings for help desk and PC support, paying between $15 - $19 hr. plus benefits. Would that be a reasonable rate for what you bring to the table?

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You get what you pay for!

by DantheBestMan In reply to The Over 50 / Over qualii ...

I fight the perception that you are a typical "manager" that thinks you can hire good people and pay them crap. Or that you can hire cheap people and turn them into good techs by sitting them in front of a PC with a CDROM. You need to buy a clue.
I can close more tickets with a crew of 5 good techs than you can with a roomful of newbies.

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I likely stated my question the wrong way, Dan.

by petev In reply to You get what you pay for!

Your last sentence " I can close more tickets with a crew of 5 good techs..." goes to my point about who to hire. We'll pay more for good help. We'll sacrifice profit to give good customer service - you can ask our employees if you want on that one - and I'm not arguing for hiring newbies. I'm actually wanting to better understand how to hire the 'over 50' experts when help desk contracts bring in minimal profit for the company. You can't really say - get more money for the contract - the competitors who turn out the newbie factories WILL destroy the customer service. I was told last week by the decision maker that this was a tough decision precisely because the dollar difference between the newbie factory and our offer was big enough to make them consider the low value product. I don't want that; our company will go down the drain fighting it because we won't lower the price if the quality is there. So how do we go about making sure that the 'over 50' talent continues to find good paying jobs from companies like ours. My question is still about finding the right mix (beyond the dollars, though we're willing to pay what I consider reasonable rates ($38K - $43K before benefits which include healthcare, vacation and flex funds). Is it about healthcare? Is it about training? Is it about respect? I know that each play a part in every hiring scenario but if people like one of the other guys on this thread state that they can't find jobs at all, how does the job seeker and the potential employer unlock the value so that more contracts can sustain their employment? It seems like a two way street and I want to better understand that street. Thanks.

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