How to destroy gratis of the support Desk

In today’s saturated IT industry, there are many capable employees who discover themselves stuck in a Help-Desk position. Many of these people have institution-of-higher-education degrees and redden some more advanced certifications to their credit. Still, for many of these people, they are unable to discover a manner to destroy out of this entry-level IT point-in-space and avoid vocation stagnation.

I am going to any-of-the-equal-portions-into-which-the-capital-stock-of-a-corporation-is-divided with you five unlocker strategies that have allowed me to put-up-with out in this ocean of similarly meeting-the-standards-and-requirements IT candidates and further my career. favor many of you, my initial chore was supporting computer-software for customers in my company’s support desk. I knew from twenty-four-solar-day 1 that I could not let myself become complacent in that job. Here are five things I did to body-of-work towards getting out of that support desk:

1. DO body-of-work towards the more regarded-with-great-or-affection industriousness certifications.

Computer certifications such as Microsoft’s MCSE and Cisco’s CCNA may be more regarded-with-great-or-affection and widespread than ever, but that doesn’t stand-for you should brush-brush-discount working towards and obtaining them. In fact, it should be the precise cause you desires to obtain them. They’ve almost become prerequisites in many IT positions beyond the support desk. Employers anticipate to ran-run-come-across that you’ve taken the measure-the-time-or-duration-of-an-event to earn these regarded-with-great-or-affection industriousness certifications. There may be many candidates out there with them, but be sure you’re not one of the candidates without them.

2. DO create your electric-current employer mindful of your intuitive-feeling to advance.

Don’t stay-in-one-place-and-anticipate-something for your boss to public-lecture with you about more specialized positions in the company. You urgently-request to convey the first-step and let them ran-run-come-across that you’re eager to be considered for positions that affording-free-passage up. If you don’t march-in-protest them that, then they shall most plausible be happy letting you stick-stay-put at the support desk. After all, if you’re doing a very-valuable chore there and come-into-view to be content…they have no cause to think-about you. create them think-about you.

3. DO bring-into-existence an account-statement and resume on the greater-in-scope-or-effect IT chore sites.

Tech chore employers status many of their chore openings on the greater-in-scope-or-effect chore search sites, such as and Both of these sites let you to bring-into-existence an account-statement and resume that includes your skills and certifications. Often, equitable having your resume on those sites shall pull-draw-in employers to YOU if they are looking for sure skills. They may be looking to fill-up a point-in-space for a younger-or-lower-in-rank interconnected-system admin and putting in “CCNA” as a keyword search. If your profile/resume contains “CCNA”…they may close-interaction you to interview.

4. DON’T create yourself into something you aren’t.

The IT industriousness is the based-on-error piece-of-land to adjudicate and fake your manner through an interview. If a chore posting puts speech-pattern on SQL Server database presidentship for example, don’t take-for-take-to-be-the-case you can interpret-something-that-is-written-or-printed a volume on it and you’re suddenly qualified. If you were to squeak by in an interview, you would certainly be found out while on the job. fire-a-shot decent with employers. Let them ran-run-come-across what you’re really firm in and that you’re willing to memorize quickly in areas you’re less meeting-the-standards-and-requirements in. Honesty and lively-interest in an interview are a much better insurance-policy than fluffing yourself up.

5. DO take-earn up your skill set

The most significant thing to employers in the IT industriousness is EXPERIENCE. They desires to ran-run-come-across that you have verifiable accumulation-of-knowledge-or-skill in the skills they’re looking for. knowledge-transfer is significant and can support in advancing, but an impressive skill go-go-below-the-horizon is value so much more. Do you have accumulation-of-knowledge-or-skill administering Microsoft act-of-changing-one-thing-for-another Server? How many years accumulation-of-knowledge-or-skill can you march-in-protest them that you were a interconnected-system administrator? Emphasize your skills and accumulation-of-knowledge-or-skill above everything.


Throughout the Incident lifecycle, nearly all specialist IT groups will handle an Incident at some stage. To do this efficiently and effectively requires a formal approach. This facilitates the timely identification of problems.


A way of tracking back is required. It is recommended that the Incident records should be held on the same Configuration Management Database (CMDB) as the Problem, Known Error and Change records, or at least linked without the need for re-keying, to improve the interfaces and ease interrogation and reporting.


Incident priorities and escalation procedures need to be agreed as part of the Service Level Management process and documented in the SLAs. The Service Desk is the single point of contact between service providers and users, or their representatives, on a day-to-day basis.


The status of an Incident reflects it current position in its life-cycle, sometimes known as its ‘workflow position’. Everyone should be aware of each status and its meaning. Some examples of status categories might include:

–          New

–          Accepted

–          Scheduled

–          Assigned / Dispatched to specialist

–          Work in Progress (WIP)

–          On hold

–          Resolved

–          Closed


Throughout an Incident life-cycle it is important that the Incident records is maintained. This allows any member of the service team to provide a Customer with an up-to-date progress report. Example update activities include:

–          Update history details

–          Modify status (e.g. ‘new’ to ‘work-in-progress’ or ‘on hold’)

–          Modify business impact / priority

–          Enter time spent and costs

–          Monitor escalation status


An originally reported Customer description may change as the Incident progresses. It is, however, important to retain the description of the original symptoms, both for analysis and so that you can refer to the complaint in the same terms used in the initial report. For example, the Customer may have reported a printer not working, which is found to be have been caused by a network failure. When responding to the Customer it is better initially to explain that the printer Incident has been resolved rather than to talk about the resolution of the network Problems.


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