Learning IT Ticketing System for Tier1 Help Desk My equipment: www.amazon.com... Like on Facebook / cobuman Show Support/Love on Patreon / cobuman Tech and Science Articles: CosmicNovo.com goo.gl/W5rVa9
I'm so happy people like you exist. It's so very hard to get into IT. Entry positions are always a gamble for employers, but how else are the new guys gonna get experience? Thank you, genuinely.
Thankyou so much cobuman for your videos, a while back I watched a few of them right before contacting a company about a job offer they had. They asked me questions which I'd only just learnt answers to through watching your videos 30 minutes prior. I am now starting that job on Monday, and I must say that I am very thankful as I may not have had the knowledge I do now if it weren't for you!
@@balkajian Damn. Times have changed massively. At the job I took, I stayed there for roughly 9 months until pivoting into a new internal startup team. The startup was an absolute sh** show but I was able to learn so much about business, computers and programming. I stayed there for a year and a half until the ship started sinking. Now I work as a contractor and at an international telco and live quite comfortably. I must say I owe a lot to this video as it was the first stepping stone for pushing me in the right direction.
@lochlannyeal That's a good improvement, so you suggest to start our first IT job as help desk/IT support? And I'm trying to apply for these jobs but it's hard man
@@balkajian Yeah I would say that's a good shot to be honest. If you know there's an area of IT you'd like to specialise in and can get in to that area directly then try that but if you're looking for an "in" to IT, then help desk/IT support goes a long way and you will learn a lot from it. I'd suggest to take note of what you learn and when you find yourself beginning to "know it all" then begin your search for another more senior or specialised role.
@@balkajian I’m got that job back in 2021, but I didn’t last because I couldn’t meet the standards. It was a call center job and it was too fast paced and overwhelming for me.
it seems super easy for me as IT Hardware Specialist fresh after trainee, about to have my interview on Friday for a Help Desk job, hope it will be so clearly understandable like your introduction. 👍
Starting an it job tomorrow, thank you for the knowledge share man, you have earned a sub and after about a month or so I will update this post to how much it has helped me. (Oct 30 original post date)
Hey, Cobuman. I hope you are doing well. I went through your all of of videos, want to land my first job in IT and confused between helpdesk/desktop support/IT support designation. Please make a video about this. 😊😊
Sure, I could make a video about it. The simple answer is that Help Desk typically is front line support like a call center. Desktop Support can mean hands on computer and software deployment, but it can mean IT support in general which includes System Admins.
Although I don't have direct experience as a Helpdesk/Desktop Engineer all those issues I was able to do by myself. Google and YT helped too. All those tickets should be easily done and resolved by customers. Anyways good video.
You would think that, but reality is otherwise. You have no idea how little regular computer users know. I don't work at a help desk job, but have done help desk duties. Its insane how many people don't understand how to push a power button or don't realize that their printer needs paper to print. Yep. I wish I were exaggerating, but I'm not. I work as an IT tech for a school district and have dealt with those tickets.
Thanks cobuman for the video. This is a great video especially for those who trying an entey level it job. Please consider doing a video on imaging because this is something im trying to learn. Also, imaging its part a requirement of a entry level it job description. Thanks in advanced
I'm glad you like it. I have a couple of videos on that topic. Thanks for the topic idea I will make one of those as well. 1. Windows 10 clean install: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-4wKitW_Cn4E.html 2. Install OS on 100 PCs: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-BQK6ZwiQkc4.html
ty so much this was very helpful. I have A +, Network + , and a mechanical engineering degree and an associate degree in data processing and I can't get an interview for an entry-level help desk position. This will most definitely be added to my resume. It seems as if you need experience to get an entry-level position but how do you get experience without the job. I'm going to go to an employment agency and have them try to find a job. i will go thru your playlist to look for more entry level skills. can you create a playlist for entry level help desk skills ? much appreciation for your hard work and efforts in putting these together.
My pleasure. 👍😁 I think you have the right idea. To get some experience it's best to go with contracting companies that help you get hired. Here is my playlist on Help Desk that covers many things: ru-vid.com/group/PL4jgQJG6eMDNLLqjWeFG-VhtmvtN0wGbI
Sure thing. Yea, it can be used with any tech support really. It has very similar functions as any other ticket tracking system; just different GUI. Hey, I just released a NOC Interview Questions video: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-Rtuyl8e-YTY.html If you have time to watch please let me know what you think.
Hello, Mr. Cobuman, first of all thank you for your very informative video. I am a new IT support helpdesk who has just graduated. My question I would like to know if there is any free ticketing program or software on the internet with all the questions imaginable as an IT Support Helpdesk that could help me practice to perform better at work ? Thank's for your precious help !
This is my first year in iT. Im very experienced im currently in a cyber ops class. Trying to become a data entry clerk. Any good advice for me thanks im a sponge has always.
I had a question, what’s the purpose of a Windows server and how would I use it at home, I bought a desktop Pc so I can build my mini IT lab at home, so if you can explain Windows server and how I would use it at home. My other question is that how wouid I use active directory at home like can I make it possible to disable a website for a user for example like my siblings or someone.
You don't have to take calls being a Tier 1 help desk support? I am looking towards IT degree since I have worked in financial services for the last 6 years. I get bad burnout due to back-to-back calls, if IT support doesn't require back-to-back calls, I would love such a technical position.
Every organization and job role will be different. You may do support over the phone, remotely over a remote control software or in-person or any combination. Just depends on the specific job. I work in K-12 IT. We try to do as much support as we can remotely, but there are somethings that have to be done in-person or are otherwise much easier to do in-person. Things like simple password resets we can do quickly and over the phone.
In my job, we expect our end-users to create tickets so that us techs know who needs tech help. It makes it much easier for us to organize our work. However, if there is a serious problem with the user's device, say they can't even turn on their computer and they call our helpdesk, we create the ticket on behalf of the end-user.
hello sir im form indonesia 🤝maybe i was really late here but thank you so much for this educational video, so umm i see that this program called JIRA right? based on your explanation, is it right if i assume this program called JIRA is for mediator between client and the technician? so after making a ticket in JIRA the client can get help from level 1 or 2 or 3 technician to solve their problem right?
What is the name of this software? I have been task with the responsibilities of finding some IT ticketing software. Can anyone suggest at least 2 more software that I can use for IT ticketing, assignments, statistics/end on month report, remote response from within the software etc?
I might have missed it. I thought you said someone else could also be working on the ticket as well. Once you say you were working on a ticket someone else can also work on the ticket?
Yea, if you don't assign the ticket to yourself right away it will show up as unassigned in the queue as if nobody is working it... in the meantime someone else can see that and pick up the ticket. Now you have two people working on it... :)
today i got rejected because they said i don’t have hands on experience. how am i going to add some practice project experience on my resume in order to get more interviews opportunities.Frustrated…That they didn’t even give me chance to start with, just basically give me a NO based on my experience was all related to customer service ,retail jobs.
Customer service is very important experience in Help Desk. You can put down experience doing practice labs. For example, you can install virtual Windows OS on your computer and follow along with some videos. To me, that counts as experience. There are a lot of jobs out there, I'm sure you can get one.
This is training video on how to use a ticketing system. All users/customers are fictional and example tickets are based of real world issues. Of course, in a real business environment anybody can submit trouble tickets through the ticketing system as intended.
cobuman will you be Able to make one on remedy because I just had an interview for a job and they asked about remedy. I would really love it if you could possibly make one for remedy
hey cobuman, is there an email we could contact you through???? do u have videos based on websites issues such as ( can't access web, web page not loading and etc.) most common issues users will come across to ???? thanks in advance for the response I hope u make another part for the Ticketing system. i learned a lot. i appreciated for the video.
cobuman thanks for responding Btw could u please make an update video on “ format handling phone calls”???? Also, mention they type questions to ask en user whenever there is an issue or just generally a phone call?????
