IT Service Desk advice please

I don't know if this has been said already ( can't be bothered to read it all :D ).

Ask them if there are any lights on the device, and what colour. Has the customer checked the cables are in secure ?

^ Solves more than you would think.
 
Sorry to thread-jack but if I wanted to work in IT support and I have the opportunity to do a training course for free, is there a course you would recommend? For NHS Tier 2 in particular.

MCTS or MCITP of some kind?

Thanks
 
Not sure what you mean by NHS Tier 2, only ever come across that as skilled immigration employer led jobs. Do you mean 2nd line desktop or 3rd line server/networks?
 
dmpoole said:
I've got a mate who is applying for an IT Service Desk role at a company with around 150 PCs.
All the PCs are networked, have networked printers and have different shared drives.
He is quite savvy with this kind of stuff and I can only help him so far but it would be great to see what the experts would do and say.
Click to expand...

They seem fine. However as somebody who has worked on and managed a bunch of people working on a Service Desk nothing prepares you for what the customer on the end of the phone will say!

Then again I've been shocked at what the IT Service Desk Techs have said to the customers!
 
Everyone is missing the point, it dosent matter what the issue is, the answer you need to remember is "Switch it off and on again!"
 
Nick1881 said:
Sorry to thread-jack but if I wanted to work in IT support and I have the opportunity to do a training course for free, is there a course you would recommend? For NHS Tier 2 in particular.

MCTS or MCITP of some kind?

Thanks
Click to expand...

I'd look at something like MCTS on Win7 as a lot of trusts i have spoken to are looking to migrate to that. Then possibly move it on to MCITP for the Win7 Enterprise desktop admin/support tech. Will get you ahead of the crowd. Most of our guys are MCDST in WinXP but i think that exam is coming near to the end of its life. Good quals to have along with some experience (may also help that you have telecoms exp as a lot of trusts have their phone systems looked after either by IT or Medical Physics)
 
I always ask the user what his username/account name is (then I find out his name and where he is located, since we take care of whole western europe) and his computer name. Then I ask what the problem is and usually connect to their PC via remote assistance. Then I try to fix whatever is the problem, if impossible, just write all info and send it to responsible team. Piece of cake :).
 
paradigm said:
You should see my infrastructure :D

100~ users, certainly a more secure environment (in both physical network infrastructure and active directory implementation) than most of the large organizations I've worked for.

You also have to take into account that 150 PC's doesn't necessarily mean a smaller business. I've been employed in situations where the company is multinational with 1000's of employees, but due to the nature of the business there were only a few hundred PC users. As a result the IT budget was still high, and the infrastructure properly implemented.

This is why I asked who the company was.
Click to expand...

Totally agree, in my experience the smaller places are better run as they are easier to manage for various reasons.

Place I'm at now is great as it's pretty small (500 pcs/80 servers) but everything is setup 'properly' (well, most things :p) as we haven't got so much stuff to worry about :)

I support a small place with 4 pcs on the side and their setup is great :)
 
You must log in or register to reply here.
Back
Top Bottom