How To Train For Help Desk Role?

25 pts.
Tags:
Careers
Helpdesk training
IT careers
IT Help Desk
IT training
Is there any software/on line training I can purchase to learn this role?

My background is in IT operations ie AS400/Mainframe etc...

I realise that I am back in the classic IT Catch 22 situation of no experience = no job interview.

 

ASKED: February 14, 2010  11:29 PM
UPDATED: July 9, 2010  4:50 PM

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In my career I had lots of good ops people transition into a variety of other IT roles, even help desk support. Have you considered finding an ops position in a company that has such succession plans in place? This might be a transition you need to make “within” a company. Leverage the skills you have now to get a position fitting with your skill set in an organization that will provide career paths.

I think the market is just too tight right now to expect an external transition, and certainly not if you are out of work now…recipe for disaster IMO as no amount of self study will be valued like on-the-job experience.

However, there is a different path you could follow. There are opportunities out there for non-technical customer support service jobs you could land. That is another viable career path into technical help desk. Get the experience doing customer support, grow to a technical role in that company if possible, but even if you need to move on you have the tougher half the skills under your belt that are valued by employers looking for technical help desk support. Many help desk employers feel they can teach the technical stuff easier than teaching someone to deal calmly and effectively with customers.

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  • Meandyou
    You have been in operations - were you an operator? I would hope you picked up lots and lots of knowledge. running jobs, correcting JCL, troubleshooting abends, etc. I would think Help Desk would be an easy transition. Unless you worked in a place like mine... where the operators don't know much and spend most of their time watching TV instead of reading manuals and trying to learn. Back when I started in this business, my 2 year degree in Data Processing qualified me to be an operator. It was months and months before I landed a programming job. But now-a-days I guess lots of operators don't have much training.
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  • EmNichs
    You can get some tips and advice with networking helpdesk training by asking Tessa Parmenter from searchnetworking.com. There's already some great advice available on that site, but you can also ask her your own questions. Best of luck! Em
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