Does anyone work for a service desk?

gazedd

gazedd

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Gary Eddleston
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I have been given an interview on thursday and they have said there will be a technical test, which i would expect. My only concerns are i'm not sure exactly what they will be testing and just want to brush up on area's that service desk's usually get calls about. i understand its about everything but this is mainly for first time fixes, so would this just be the standard printer issues and shared drives etc?

Any help would be greatly appreciated.

Gaz,:help:
 
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Good luck Gaz. The support team I work for is probably too specialised to be of any assistance I'd think.
 
I work in the "Service Centre" at our place, which is 2nd/3rd line support. Our "Service Desk" (read helpdesk) does firstline support - the easy fixes, user creation, password resets, generally weeding out the calls that don't need to go through to 2nd/3rd line support.

Printer issues, as you say, password resets, teasing out of the user exactly what the problem is and logging a decent quality call. Also, making sure that you log the call to the correct 2nd/3rd line support team.

The main issue my guys have with our service desk is not enough information in the call. Make sure you stress the fact that you would be finding out as much information from the user as possible to enable the 2nd/3rd line support guys to get on with the job straight away rather than having to call the user (customer) back and asking all the questions the service desk should have done int he first place.

Sorry - I'm old school and don't like all of these ITIL type names for the helpdesk etc.
 
"Hello It department, have you tried turning it off and on again?"

:D

First time fixes would say to me fairly basic stuff that you can explain to the person over the phone.

So along the lines of 'no, blondie, listen, no more tipex on the screen!"

Apologies to the blondes :exit:
 
thanks for your comments, i read them on the phone but couldnt reply because it would not let me sign in.

I had the interview today. I though i did ok, but i have to wait 2 weeks to wait for a response.
 
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