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Help Desk Level3

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by michaeljsimpson

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I was recently asked what my job function was. My title is "IT Infrastructure Analyst" ... sounds like I read spreadsheets and get coffee for the REAL IT guys.

I responded with "think of level 3 Help Desk". Ive been thinking about that response and wondered...What would you say the skillset of a true level 3 help desk technician should be?

31 replies

by zlitocook

Has four levels
1. Helpdesk = first level, spend hours on the phone and get no where.
2. Helpdesk = second level, asks the same questions, still spend hours on the phone
3. Helpdesk = third level, the guy makes you feel stupid and asks why did they send you to me?
4. Held desk = level four, deskside support, a guy comes to your desk shakes his head fixes it and leaves. Under his breath he says stupid helpdesk.

I know I was a contractor for them, guess which one?

by jamesrl

I have some level threes in my group. We support external customers. My group is actually part of R&D not the support group.

My level threes are subject matter experts in a specific area. In my case we certify the hardware, create the OS images, understand the networking. So when the front line can't resolve a problem, they work with their level 2. When the level 2 gets stuck on an issue in our area (OS/HW/Networks) they escalate up. Generally we don't work directly with the customer unless necessary, and we don't handle the ongoing communications with the customer as to status. We focus on the technical issue.

An IT infrastructure analyst would be someone dedicated to analyzing and improving the infrastructure.

James

by why me worry?

If you ask me what an IT Infrastructure Analyst is, I would say it is someone with at least a Cisco CCNP certification and over 5 years experience designing and building multi-layered Cisco networks. Helpdesk is helpdesk and as far as IT is concerned, level 3 support are the engineers who are the last to be contacted, short of the actual vendor, if a problem needs to be escalated that high up. I love it how these clueless HR departments come up with these fancy titles, yet don't fully understand the true meanings of "Infrastructure Analyst" or "Data Entry Specialist". To them, we are all "programmers" even if we have nothing to do with actually writing a single piece of code in our entire careers. I'm not meaning to knock on you, but you should be careful with titles and how others may perceive or interpret your job functions if your title makes you appear higher than you really are.

by michaeljsimpson

I think its pretty clear that I shouldnt use the title on my resume.. but I wondered the same thing when I recently found out what my official title was.

Oh... and I didnt think you were knocking ME... Im just a geek. In fact for my last birthday my wife bought me a Red Swingline Stapler.... everybody tried to tell her that a stapler isnt a present. One of the best presents I ever got.

by navy moose

Milt, we're gonna need to go ahead and move you downstairs into storage B. We have some new people coming in, and we need all the space we can get. So if you could go ahead and pack up your stuff and move it down there, that would be terrific, OK?
____________________________

That is a pretty funny gift.

:-D

by maevinn

Title at a previous job was Information Technology Technician, currently I'm a Client Support Administrator. When people ask what I do, I say I'm the computer geek that makes things work.

My husband and I joke about our wild Friday nights--we end up closing down the local office supply store. My office mates tease me for being an office equipment snob, but they are constantly borrowing my stapler, 3-hole punch, scissors, etc.

I feel your pain. :)

by zlitocook

At most companies is desk side support, you provide direct contact with the user and have the skills to fix the problem and make the user feel the experience was a good one.

by why me worry?

and was the last to be called if all else failed. As far as I know, there are no multiple levels in helpdesk, as they are traditionally knows as level 1, desktop support is level 2, and the systems engineers/admins are level 3. Level 4 would be the product vendor itself.

by oldbag

A written job description should clear this up for you but that may not be available. The levels that I am familiar with are as follows:

Level 1 are the grunts that take the initial call. If possible, they will take care of the customer with their question/problem/issue but can call on level 2 if necessary.

Level 2 are the more experienced support technicians. They have more in-depth knowledge of the product and will assist Level 1 or take on the issue if it becomes necessary. They usually have limited contact with customers. If necessary, they can call on level 3.

Level 3 are the top-notch technical support. They have a great deal of knowledge of the product and will work closely with R&D. There is no actual contact with the customer or Level 1 support.

I hope this helps but every company is different so you must have a definitive job description.

by jamesrl

We have the levels oldbag describes. Field Service is a separate group, and can be dispatched to the customer site by any level.

We primarily insist that level one takes on the customer management role - communicating status updates, getting more information etc. Level 2 may contact the customer if thats the fastest route.

My team has some levels 3s. They create the OS images, test the hardware, write the installation guides for field service, and act as level 3s. If they can't solve it, they have to call the vendors.

James

by nicknielsen

The Help Desk is the interface between the customer and the call response system. The Help Desk will take a customer call and attempt to clear the problem by talking the user through certain corrective actions. If the problem cannot be cleared over the phone, the Help Desk determines which vendor/support agency is responsible for taking the call and assigns it.

I am Field Support. My dispatcher receives the call and assigns it to me. If I need support, I will call primary support (Help Desk) and ask for Level 2. These guys are the admins and senior techs. Level 3 support are the senior engineers and system managers. I have only had Level 3 involved on two of my outages.

by tig2

Someone who understands my office supply fixation!

Partner won't let me go into Office Max all by myself. I walk in and bleed money. Not good! I have a special fondness for pens- particularly gel pens. I have them in colours that don't have names...

Scissors are next on my list followed by paper (love Post-Its!), rulers, and label makers...

by w2ktechman

I have to remove my credit cards, leave my checkbook, and minimize my cash before walking in. Last time I didnt, I spent $600 on stupid things
But I had a lot of fun for a while

by tig2

Used to live about 20 mins away from MicroCentre. Now I'm about an hour away. Took my partner there when he wanted to buy a new computer. Almost had to take away his credit card. He had never been in there before.

Bye, bye Best Buy!

by maevinn

I went in with a list--a very short list. Needed labels. One pack of labels. The cheap, 3 columns, 10 to a column, white labels. By Avery.

I won't itemize what all I left with, but those labels cost me about $200. :)

by maecuff

I'm with you..office supply stores are just flat out sexy.

Fondling three ring binders. In public. It just doesn't get any better. :)

by w2ktechman

thinkgeek.com
there are so many toys there, that I end up throwing 30 items into the shopping cart, then when I see the total, I have to see what I can do without.
lotta toys.

by nicknielsen

I travel with the following portable office in a tote in the car:
* Hole punch
* 3-hole punch
* stapler & staples
* pencil sharpener (mechanical AND electrical)
* pens & pencils (of course)
* portable shredder (the chad bin is the tote!)
* package of 50 document protectors

and the piece de resistance

* Extra 1" and 2" 3-ring binders!
.
.
.
And the punch line is
.
.
.
I haven't been into it since I first packed it a year ago, but the last time I needed to make more space in the car, I didn't even think about this bin. It's staying in the car! :^0

Edit: Forgot the scissors and tape! Except that they came out the first trip and have never gone back in.

Oh, yes. I am currently a "Field Service Technician." The last support job I had, I was a "Customer Service Engineer." Not much difference between the two; the current job is actually more technically demanding.

by maevinn

I have a tower of the little acrobats, and got my husband a trebuchet that he's working on assembling as we speak.

My problem is pens, and organizers. I have a ready supply of tabbed sheets and 3-rings binders. When I left my last position, I sorted through the pens and pencils and took just those that I liked...The new guy was very worried that I'd forgotten to pack them up, there were so many left behind.

Coolest recent item: liquid lead pencils. Love them, have about 6 different kinds.

by nicknielsen

NewEgg and Computer Gear are just as bad.

At least at NewEgg you can delude yourself that this stuff is at least useful! :D

Edit: Mavyn, let me know how the trebuchet works. I need a plausibly deniable way to throw stuff. "I don't know, I wasn't anywhere near it."

by maecuff

The first real birthday present that my older son ever bought me (you know, the kind that's not hand made) was the little magnetic acrobat people. On the one hand, I had to grieve for the demise of the hand-made gifts, but on the other..they are cool.

Of course, my employees think it's funny to put them in obscene positions when I'm out of my office. And if I don't notice right away? Well, let's just say I had a vendor looking at my funny when he noticed my little magnetic men seemed to be simultaneously pleasuring each other.

by maevinn

The cat knocks them over on occassion, but at least I always can find them all. I used to bring them in, but suddenly realized that my 8 man tower was now 6, then 5....And the rest of them came home.

by tufop

Officially I am a "Technical Advisor". On rare occasions I have seen that titled used but I would bet anything it isn't what I do. So your not alone.

by why me worry?

What the hell is a technologist and what does a technologist really do? We are all technologists by dealing with computers and electronics on a daily basis, but how is "technologist" supposed to truly define one's job function? You can call a tv repairman a technologist as well, because he/she deals with television technology as a profession.

by maloneceo

I think of Tier 3 as Network Management or even Product Management. Tier 3 is quite a dynamic level.

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