+ 0 Votes "Your company sent me a defective keyboard with my computer!" wizard57m-cnet Moderator Updated - 1 year ago "The screen has a message 'Press Any Key To Continue', and the keyboard you supplied does not have an 'Any' key! What do I do now?" This is typical of level 1 A lot depends on what type of company you will be working for. + 0 Votes Always Interesting boydchrisnz 1 year ago I have started a new job on a help desk and have had many interesting calls and "tickets" appear on my desk. These have ranged from user's making typos in email address to incompatibilities with old software and Windows 7. From my previous experiances on other help desks, I have found that I will always be surprised by users and what issues they submit. + 0 Votes I really do not want to sound cynical OH Smeg 1 year ago But Wiz is right you'll get lots of questions well Demands for a possibility with the user never capable of doing anything wrong to the other side of the coin a Tech with a problem that they can not solve but as Tier 1 is their first point of call you'll have to work out very quickly that this question needs to be kicked up the chain for someone with more experience. Unfortunately however Tier 1 Help Desk Staff depending on where they work are encouraged to solve every problem and firmly believe after a short time that the people calling them are Idiots, and they have all the answers. I distinctly remember one Tier 1 Help Desk Staffer demanding that I delete all stored E Mails on a Surgeons Computer so that Outlook was not bogged down with too many stored files on a system with 200 MEG PST File. Didn't matter that I would have deleted Important Data that was not possible to replace or that someone may have died they just wanted it deleted as they had no idea of what was going wrong. After backing up which they insisted was unnecessary and deleting the PST as per their direction their next guess was to Format the HDD and reinstall the OS and all Software. After 45 Minutes on the phone I finally was told by the Tier 3 Guy I was speaking to that their Mail Servers where down and the was no possibility of collecting any E Mail. The previous 2 Help Desk Staff had vermently denied that it was even possible to have their E Mail System Fail and insisted that it must be on the computer I was ringing about. What was a simple question of Are your Mail Servers Down at the Moment turned into a 60 Minute joke with the possibility of if I had of done as told would have resulted in adverse Medical Outcomes or death and a Complete Reload with the loss of all the Customers Data. Though at the end of that it's quite possible that their Mail Servers would have been restored so their course of action would have worked. :^0 Or my ISP???s Help Desk where the Cable Modem was only showing a Power On Light and nothing else they finally insisted that it had died I needed a new one which they wanted me to pay for and would take 10 days to deliver. I had rung them with a question of was their service down locally after a Auto Accident. 7 Hours latter some Linesmen appeared to restore the Cable in the Area which had been damaged when a car hit a Power Pole and brought it down. Apparently using their services when it fails for any reason is most defiantly not the best idea you should wait several hours till others have complained and then they will look into the possibility of a Service Outage. 6 Days latter during a severe Thunderstorm when the same thing happened I got exactly the same response with exactly the same symptoms. The second time it only took 5 hours to have the Lines out to fix the water damaged link and the Tier 1 Staff refused to believe that their service was down in my area. Col + 1 Votes help desk gdeangelis 1 year ago Depending on your user base, the questions you get will vary. General questions may include: Saving files, helping to locate files, office suite how to's like formatting, forms, tables, spreadsheets. Hardware issues, slow performance, printer problems, mouse unplugged, vga cable half out, etc. How to change a password, password resets, passwords saved incorrectly in IE. You may get inquiries about java, plug ins, or other web applications. Email questions like .pst files, archiving, missing emails, out of space, filters, away messages, forwarding, and address book issues. You may get questions from remote users. You will get questions about the line of business apps your help desk supports. You will likely receive calls about spyware, malware, or viruses and need to determine when they need to shut it down so it can be repaired or re-imaged. You may have network questions where you need to troubleshoot why they cant get to their network share or print. You will encounter driver issues, although this is much less prevalent then it used to be. The most important thing to remember is that most people call the help desk because they need help. They have a job to do and the pc is a tool. If they can't work, it is unproductive time. You may need to schedule time to fix an issue. You may need to get help from your peers. The end user wants assistance delivered in a friendly manner. You may be on the end of a call from time to time where you need to sort out fact from fiction. You may have you ear ripped off from time to time, but if you are good at what you do, you will build fans. Don't let the person tell you from the start what the fix is either. You can listen to their ideas, but don't assume anything until you verify it. A person with a password problem may in fact have the num lock key off. An issue you might get is that the network is down or that no one can get into program xyz. It might be two people and the cubicle they share lost power, or the issues may be completely unrelated. The key is in the questions you ask, and how you ask them. You will usually get more from your user by stating "I would like to troubleshoot this with you over the phone and I will need to ask you some questions, is that okay?" rather than saying "you need to tell me what is wrong or I can't help you." Write down the questionsyou will ask in advance. Like: Has this happened before? Did you notice anything different? Does anyone else use this device? Is anyone else having trouble? Have you tried anything yet on your own? Do you hear any noises? Is the pc warm to the touch? ASKING questions like these will help develop a rapport with your user and it will help you build your "tool box" so to speak. You will need some kind of remote access to the user pcs, which is likely already in-place. You will need to know what the user is looking at. Learn the programs they use, as much as you can. After you have resolved the issue, give the user a day or two, then follow-up with them to make sure they are still happy. Also, while you may not run into this, many shops support voip, faxes, copiers, printers, scanners, biometrics, timecard or door lock systems and many different flavors of pc's. It will do no harm to familiarize yourself with as much of this as possible. This extends to apps that your peers or specialists support directly. Know who does what in your department so you can route the call to the appropriate person. Then, ask that person who solved it to show you (if appropriate) what the fix was. This last bit should be done once you are familiar with everyone and have a good working relationship with those people. Some specialists may take offense to a new hire asking too many questions, so save this stuff for when you have some time under your belt and for when the office is not under heavy load. Lastly, set reasonable time limits to the calls. Don't keep a user on the phone for too long. And, don't let tickets fall off the radar. Nothing worse than the user calling the manager because they feel they were not helped. + 0 Votes hilarious... databaseben 1 year ago you should be asking your fellow co-workers or supervisor. + 0 Votes any helpdesk related troubleshooting books or e-books???? crysis2 1 year ago gdeangelis: thanks for the tips. very helpful.I am not yet employed. I am looking for a level 1 helpdesk job now. so thats why i am trying to know these things. can you please recommend me any helpdesk related books such as troubleshooting?? maybe an ebook???? are there any such books so i can learn further related troubleshooting guides/tips/etc???? any related pdf downloads would be helpful. + 0 Votes common windows 7 related issues for level 1 helpdesk rep crysis2 1 year ago i would like to know what are the common windows 7 related issues that i would get as a level 1 helpdesk rep from the users? what are the important features or shortcuts related to Windows XP and 7 that i should know as a level 1 helpdesk rep? Thanks for your help. + 0 Votes Win7 gdeangelis 1 year ago I find the biggest issues with win7 are in how it is different from xp. User access control, 64bit issues, older office suite problems, and new Internet explorer. Other than than, you may need to search for drivers from the to time. + 0 Votes What to expect and prepare for w3techie 1 year ago That depends mostly on the company you work for. Some level one helpdesks do allow agents to do a lot more than others. I worked on a helpdesk for an investment banking company previously, and now am actually working with the same company on a different helpdesk doing level one for Coca-Cola. We could do quite a bit more on the banking helpdesk, and of course had to pass security clearance. I think they really had no choice but to make it so level one agents could do more because they have literally hundreds of customized applications that you simply must intuitively know how to troubleshoot when the documentation does not provide an answer. Mostly you should expect to resolve VPN issues, and do not underestimate the amount of knowledge you will need for non-PC endpoint devices such as smart phones. Be aware of what requires network authentication to perform, such as you obviously cannot do a network password reset for someone who is not connected to the VPN. But, there is more beyond that like changing permissions may require a network connection. On your first days just do everything to avoid making a mistake that will cause further inconvenience by taking your time and staying calm. Do not be ashamed to route something off if it must be routed off, because they will not be ashamed to route it right back if they know you can do it and might even tell you how. Once you get used to the issues users come in with the challenge is speaking well. It is sometimes hard to avoid "yeah" and "um" when the user cannot describe the problem and it sometimes is hard to not interrupt the caller. There are also ways to say things to put the user in the right frame of mind to give a response, and be able to steer the dialogue as much as you can. Do not assume the user knows the problem. Restate the issue if you think they may not be giving you correct information. I actually had one lady who called in unable to log into Windows, and it turned out she could not find it in her programs but was logged on. Stuff like this may be funny, but it also wastes time. So, be careful of red herrings. + 0 Votes What to expect and prepare for crysis2 1 year ago w3techie: thanks for the response. but what does it actually mean when companies say "You must have excellent communication skills or people skill". how someone can have excellent people skill? for example, how should i approach the customer on the phone so that it makes me to have a good people skill??? Thanks. + 0 Votes excellent people skills requirement crysis2 1 year ago Thanks for the advice. I am trying to get a helpdesk job at the moment. so thats why i want to know these tips and hints. So having a good people skills means you need to be friendly, respectful, fun and caring?