Hi, I'm looking at going for for a job in a level 1 help desk.

Could someone please tell me the main bits of IT I will have to know to be proficient in the job? TCP/IP? etc...

I know a large part of the job is simply being personable and dealing with the customer well, but I really would like to be ahead of the game if at all possible.

Also, is level one always a script based role?

Thanks for any help you can give!

My younger son had a similar job for a short time and was required to not ad lib and be creative, but to strictly follow the script he had been given and troubleshoot based on what he found in the company database. His main function was customer service and to find out the customer's needs, solve the problem if it was simple enough, or refer the customer to the next level up, if necessary.

Are you familiar with basic terminology?

Thanks for the reply!

I've got a reasonable grasp of the basics, but if I was asked to use tcp/ip or ping someone then I'd quickly become unstuck. I've tried looking for a top ten network help desk problems list and things of that nature so I can narrow down things to learn, but to no avail as yet as most sites suggest the obvious (off and on again etc).

I'll alert some of our IT guys on site to look at this thread and give you input. Stay tuned and check back!

Thanks so much!

>I moved this thread to Job Hunting, but it may get moved back to a computer board. :)<

It depends on the help desk. Some help desks are general. They may be the first line to determine where the call should be escalated to, if they can't solve it. So a general grasp on software and hardware would be necessary.

But some may be more specific and cover only specific issues.

Hi

I'd be working in 1st Line (of 3), with 10 other people and I do think it would be covered as General support. I do have a general grasp, but no real specifics.

Could you please give me a general list of things you would expect new employees in that position to know and understand?

Quote:

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Originally Posted by mockerr

Could you please give me a general list of things you would expect new employees in that position to know and understand?

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Usually the job ad lists the knowledge requirements. Different services require knowledge in different technologies. Go with what the advertisement/job description said.