r/helpdesk

Every helpdesk vendor seems to be adding AI now, but I'm curious how much of it is actually useful in day to day operations. We're a company of around 50 people, and what we really need isn't AI writing responses we're more interested in features like automatic ticket routing, categorization, prioritization, and handling repetitive requests without constant manual work.

For those who have been using AI powered helpdesk tools in 2026, which platforms are actually delivering on those promises?

I have a stable full time job right now, but it’s not IT related. I also have the CompTIA trifecta and I’ve done labs/projects, but I still have zero real IT job experience. I’m trying to decide what most people would do in this situation: stay in the stable job and wait for a stable IT role or take a short-term IT contract/internship to finally get experience. My main worry is the contract ending and not being able to land another IT job afterward, especially in this job market.

What would you do in my position?

Hello. I graduated from the Faculty of Law, but I have a strong passion for IT field So im asking if is it impossible to find a job in this field without a university degree related to it? (talking about small jobs like help desk)

I’ve already started learning and taking online courses. Do certifications like Google Certificates or CompTIA A+ actually help me? or am I just wasting my time?

+ if I asked a company or something to train with them for free to get experience do u think they would accept? And will this really help me? Please answer me I feel lost

Have ccna , junior in college as comp science no IT job experience beside some home lab project is it even hireable to get into IT field

I am currently a helpdesk intern, and I feel like a burden asking my supervisors every little thing I don’t know. I’m not sure if searching in google or prompting the issue to ChatGPT is encouraged or normal? I want to be an intern that asks because I seem eager to learn that way. Ofcourse I don’t ask simple things such as how to do a password reset because you can google how to do it. But for stuff like end user can’t reach a website, or something specific; Should I google/ask AI first and if all else fails THEN ask a co-worker/supervisor?

I also feel pressured when assisting an end user through a remote session because they have to wait behind the scenes while I prompt or google their issue if basic troubleshooting won’t solve it.

I highly appreciate if you have any experiences or advice you can share as someone who is starting out in helpdesk.

I have an office, and until a recent growth phase, our network was completely stable. We recently added 14 new workstations, and only those new computers are experiencing connectivity and stability issues.

As an aside, I'm also looking to replace the person who originally set up our network. He's technically capable, but I'd prefer to work with someone I can trust long term.

I'm looking for someone who can remotely access our network, troubleshoot the issue, identify the root cause, and either resolve it or recommend the best next steps.

One important detail is that the affected machines are all using Twilio. The issue appears to be related to Twilio, as every other application works normally. Twilio also works perfectly on our previously configured computers, so my suspicion is that these new machines simply need to be configured correctly.

If we find the right person, I'd like to establish a long-term relationship with someone we can rely on for ongoing network support. We're continuing to grow and will likely hire a junior in-house IT technician in the near future.

I've been trying to get an entry level IT job for almost 3 months now and have only landed 2 interviews and got rejected by both, one of them after completing a final round interview.

I'm based in the UK and still can't get an entry level IT role, not even helpdesk or 1st line support.

I don't have a CS degree. Instead I'm security+, network+ and AZ-900 certified. I've also done some homelab projects I.e. home network, active directory etc.

I've updated my CV, included projects, certifications, skills etc.

Does anyone have any advice?

I feel lost.

Thank you.

Our IT team keeps answering the same questions.

How do I access this system?

Where is this setting?

How do I request permissions?

We already have documentation but most people either can't find it or don't trust it because parts of it are outdated. I'm convinced better documentation would eliminate a lot of repetitive tickets  but writing and maintaining everything manually feels impossible.

Has anyone actually reduced IT support requests by improving internal documentation?

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I'm working on my sec+ now, I have my A+ but that is some straight up motivation. He doesn't have any connections with anyone there either...I'm actually kinda jealous.

Is pc assembly entry level job as good as a help desk entry level job to get foot in the door in it ??

I have been in IT infrastructure for more than 30 years. I have my CISSP and now focused in Network Security. I am working on a troubleshooting app using AI. I am comfortable with troubleshooting issues in an enterprise environment. But I would like your input with what you all are dealing with that takes up too much of your time when troubleshooting a multi step problem. Like logging into multiple interfaces to gather data and then having to compile it in your notes? Problems with tribal knowledge that different departments do not share well? Helpdesk folks forwarding half worked tickets or escalating something they could and should have handled at level 1?

I want to hear from small shops as well as enterprises and everyone in between. I am genuinely looking to make a useful contribution to make life a little less hectic.

- Mike