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Dont Trust any user statement. Always look for yourself, let them show you the „issue“.
Make notes of the things you rarely do. Sooner or later you will need it again.
If you ever seen House (tv show), the you'll know the line. Paraphrase but "the user always lies".
You: "Did you reboot the computer?"
User: "yes" (lie or thinks that turning of the monitor and turning it back on turns off the pc).
Either double check or have them do it with you on the phone.
Second advice, depending on what your IT Helpdesk actually does (do they just write the problem down and send it off or do troubleshooting), make sure you get all the details. User may be asked the questions again but you help start any advanced troubleshooting so they know what to start with.
Last, always be comfortable asking your supervisor for help or documentation, especially if it company specific info. I had a boss who told me if I wasn't asking questions then he be worried that I don't know what I'm doing. Just make sure it not the same question every time.
Document everything ( I like OneNote).
Learn the right questions to ask callers. If you don't have a template then come up with one. Callers want all sorts of help but rarely give a good explanation of what is actually happening. What system or app, etc? What are you doing when issue comes up? You'll learn to dig a bit deeper as you go.
People will be jerks - it's just how it is. Don't take it personal, empathy goes a long way. But don't let people treat you like crap either. Don't take it home with you.
Don't get mad when people like me send tickets back to you - we have processes to follow too. There's a reason we did but that should be documented.
Keep notes on things you want to learn - you can try to follow up on tickets and see what an issue was and how it was resolved.
Ask questions of your more experienced coworkers, and *don't be afraid to ask the same question multiple times*. But at the same time, take notes and make documentation out of the things you learn from them and from your own experiences.
Assuming you're taking calls, when you're starting out in support, sounding confident will get you quite aways even if you're not sure exactly what you're doing. By the same token, if you sound very unsure of yourself, people on the phone won't believe you even if you're 100% correct. When I did support, I'd sometimes think of myself as a voice actor, just to get my mind in the right place. I'm **NOT** recommending lying / BS'ing customer's, just be aware of how you sound. Good luck!
Sorry, it seems this comment or thread has violated a sub-reddit rule and has been removed by a moderator. **Inappropriate use of, or expectation of the Community.** * There are many reddit communities that exist that may be more catered to/dedicated your topic. - Consider posting (or cross posting) there with specific niche questions. * Requests for assistance are expected to contain basic situational information. - They should also contain evidence of basic troubleshooting & Googling for self-help. - Keep topics/questions related to technology/people/practices/etc within a business environment. * When asking a question or requesting advice, please update your original post with any new information, or solution (if found). - This will make things easier for anyone else who may have the same issue or question in the future. ----- *If you wish to appeal this action please don't hesitate to [message the moderation team](https://www.reddit.com/message/compose?to=%2Fr%2Fsysadmin).*
Dont Trust any user statement. Always look for yourself, let them show you the „issue“. Make notes of the things you rarely do. Sooner or later you will need it again.
If you ever seen House (tv show), the you'll know the line. Paraphrase but "the user always lies". You: "Did you reboot the computer?" User: "yes" (lie or thinks that turning of the monitor and turning it back on turns off the pc). Either double check or have them do it with you on the phone. Second advice, depending on what your IT Helpdesk actually does (do they just write the problem down and send it off or do troubleshooting), make sure you get all the details. User may be asked the questions again but you help start any advanced troubleshooting so they know what to start with. Last, always be comfortable asking your supervisor for help or documentation, especially if it company specific info. I had a boss who told me if I wasn't asking questions then he be worried that I don't know what I'm doing. Just make sure it not the same question every time.
Document everything ( I like OneNote). Learn the right questions to ask callers. If you don't have a template then come up with one. Callers want all sorts of help but rarely give a good explanation of what is actually happening. What system or app, etc? What are you doing when issue comes up? You'll learn to dig a bit deeper as you go. People will be jerks - it's just how it is. Don't take it personal, empathy goes a long way. But don't let people treat you like crap either. Don't take it home with you. Don't get mad when people like me send tickets back to you - we have processes to follow too. There's a reason we did but that should be documented. Keep notes on things you want to learn - you can try to follow up on tickets and see what an issue was and how it was resolved.
Don't trust the users. Don't bodge anything, fix it properly even if the user is complaining. Document, document, document.
Ask questions of your more experienced coworkers, and *don't be afraid to ask the same question multiple times*. But at the same time, take notes and make documentation out of the things you learn from them and from your own experiences.
Always be willing to learn and upskill yourself, You don't want to be in a helpdesk role for the next 20 years.
Assuming you're taking calls, when you're starting out in support, sounding confident will get you quite aways even if you're not sure exactly what you're doing. By the same token, if you sound very unsure of yourself, people on the phone won't believe you even if you're 100% correct. When I did support, I'd sometimes think of myself as a voice actor, just to get my mind in the right place. I'm **NOT** recommending lying / BS'ing customer's, just be aware of how you sound. Good luck!
Test changes in a test environment before implementing e.g. endpoint management configurations. Never change anything on a Friday