r/helpdesk

Hey everyone
We’re an IT team supporting around 100+ employees and we’re trying to figure out if there are any good ai tools for it helpdesk because our team is full of tickets lately, it feels like half of our day goes into answering the same stuff again and again
stuff like people asking how to reset passwords or vpn not working or cant access certain apps so just basic troubleshooting questions
i want smth from ai to help on our helpdesk or something that could help answer simple questions suggest solutions or make it easier for us to manage tickets would be really helpful
i’ve seen a lot of ai helpdesk tools popping up but i hesitate, not sure which ones are actually worth looking into and which ones are just marketing
has anyone here tried using ai for their IT support team
would love to hear what tools you’re using and if they actually saved you time or no.

Hey everyone,

I have ~2 years of general IT operations/support experience and Im trying to move away from typical support/ticketing work

I currently have two opportunities:

1. Junior windows engineer (Telecommunication corpo )

• Windows Server / Active Directory
• PowerShell and scripting
• Automation of deployments and configuration
• Git, CI/CD, Ansible
• More infrastructure/engineering focused, no helpdesk work
• Internal project, potentially involving legacy technologies, outdated documentation
• Better salary

2. Intern ServiceNow Developer (Big4 firm)

• ServiceNow development and configuration
• ITSM / ITIL
• JavaScript
• More consulting focused, working for clients
• Worse salary

Both seem decent ways to move forward, but they are so different and Im having a hard time deciding which one would be better long-term career prospect

Im mainly wondering which path gives better opportunities after few years and which one is easier to build on later. For example, does Windows/AD automation make sense as a path toward DevOps/Cloud/Platform Engineering, or is it easy to get stuck in older legacy Microsoft infrastructure?

On the other hand is ServiceNow a good long term specialization or does it limit you too much to one platform?

I would really appreciate opinions and insights from people who have worked in either of these areas, especially if you made a similar transition early in your career

So I got selected in Tech Support role, the task is to manage the doubts and queries of the customer of the product of the company(Note that my Company os B2B). So I want to know that it will be how much tough to switch to the traditional SDE role or any high profile development role also what is the career path of the tech support role. Like it has good career opportunities and all?

Samajh nai ara kya bolu par baat esi hai ek ladki hai Wo Maharashtra ki hai mujhe wo carrom me mili thi waha se fir ham dono ek dusre ke pyar me pad gaye ham dono Ke relationship ko 2 saal ho gaye in dono salo me hamari Boht ladaiya Hui Boht baar break up hua par ham sath rahe kyunki hame sathme life Bitani thi mene cafe start kiya 1 saal tak Chalaya unfortunately I had to shutdown that cafe uski wjh se karja ho gaya mene ek 12000 ki job kari karja chukaya fir mene Wo job chhod di job change or wo bhi mujhe chhodni padi because of kidney stones mere pass koi savings bhi nai thi notice period complete nai kiya to salary bhi nai mili mene dusri job ke liye apply kiya recently me select hua par university ki wajah se mujhe hire ni kiya - ab me point pe ata hu Meri girlfriend or me 2 salo me ek bhi baar nai mile hamne kafi baat try kiya ek baar Wo delhi tak aa gai par misunderstanding ki wjh se phone pe ladai ho gai or Bina mile hi lot gai I’m so pathetic me Agra se hu Wo Parbhani se padhai kr rhi hai or ham dono hi gareeb family se hai mujhe us se milne jana hai aaj se 15 din Ka time diya hai mene use uske gharwale uski shadi fix kr chuke hai ☹️☹️☹️ or me waha jake esa hone se rokna chahta hu or esa krne ke liye mere paas Jane ke liye pese nai hai sayad hi koi Meri baat pe bharosa kare aap me se par me genuine hu kişi Ke sath scam nai krna chahta agar koi Meri madam kar skta hai to please help me 🙏🙏🙏🙏🙏🙏 abhi Ke liye kardo me aapke pese lota dunga within 45 days me

1. Stop under valuing yourself.

2. Keep your resume updated.

3. Apply for different jobs.

4. You probably learned and owned your current platform before you felt like you were ready.

5. You can double your income with a single new employer.

6. STOP UNDER VALUING YOURSELF!

Hello everyone, I’m new to the IT career. I’ll share a bit about myself to help with this post. I graduated from college two months ago. While I was in school, I gained two years of IT experience by providing applications support, granting access, and handling helpdesk issues through my college . Now that I’ve graduated and landed my first real job, things have become a bit complicated and stressful.

Can anyone offer some tips on how to deal with helpdesk situations and communicate better with end users to understand their issues? I’m also struggling to unwind after work and feel tense at work since I’m new. I’ve been working here for a month and a half now.

So I’ve been at helpdesk almost 4 months and they won’t let me take calls/ work on my own independently but will allow the two other new people who are men to be on their own. We started around the same time.

I’ve processed my own tickets I’ve taken my own calls.
I’ve written my own emails. I’ve made priority tickets.

My training has been a shit show. Unorganized/ rotating 9 different trainers who all do the processes 9 different ways and always have to ask the team chat for anything.

Weird thing to note: when I started I stepped down as a lead. I was questioned by the director about how it would feel to step down and listen to other the leads of the helpdesk. I said it doesn’t matter to me. The director then questioned me saying it was interesting how I didn’t become a senior before I became a lead. She questioned how I got my previous role and I explained I worked for it and deserved it. She said nothing.

Anywho,

I’ve rotated 9 trainers all with different training styles and none of them know where I’m at each round or what I learned haven’t learned/ put into practice. It’s inconsistent and some are micromanaging me to every call nit picking me and some don’t care. Some do the task/call for me without showing me the skill others rudely walk me through and others are hands off and allow me to walk them through.

Personally, it’s a horrible disorganized training program. And I think they’re trying to get me to quit because why would they string this along so long? And have another person off the phones?

The one female lead and the senior lead are very rude to me. Like outwardly rude and unprofessional. One of them even hung up a teams call on me because I was expressing how I want to be able to do things because I learn by doing and I said I hope me expressing myself I dosent get me into trouble and she hung up on me.

I’m 31 female been in management since 22 and I’ve worked my way up the chain. I’ve been a lead of consumer services and marketing for 5 years. I stepped down to do IT helpdesk.

How do I navigate this? I know certain people don’t like me in the helpdesk. I’ve noticed it’s the people with strong personalities. Any help or advice experience would be helpful

The help desk is now addressing a similar number of tickets as last year, though resolution time has increased consistently.

Research has shown that the problem does not lie within the number of tickets, but rather in the complex processes involved in their resolution. With each ticket requiring more approvals, with more handoffs to different groups, and with highly specialized requests, tickets receive little attention.

The current initiative being undertaken by the agency is aimed at simplifying the process of dealing with tickets.

With complicated service processes, is it reasonable to expect any clear benefits from implementing automation systems, or do we need to minimize the number of required approvals?

A bit of background i moved up from help desk done most of the technical roles and now an IT director I often see people asking questions on how do i get out of the help desk role and move up ..

1. Experience beets certificates and degrees.

2. Forget about doing a course then earning 100,00 The market is saturated with network engineers and people with cyber certs ..

3. Dont be afraid of jumping ship to another company .. you owe the company nothing you will be forgotten in a few weeks..

4. When you interview for a new company remember you are interviewing them as well.

5. Find something in IT you enjoy doing and find interesting and turn it into a hobby you will soon become really good at it. Ie linux

6. Gona get a lot if hate for this .... Make yourself seen !!! To the SLT go up say hello in and kitchens and the smoking areas .. go to the afterwork meetings and gatherings ..

Your the only one that can do this no on will help you .. i learnt this a few years ago. As management you don’t have time to understand or meat the help desk and remember .

Forgot to add i would fire a shit helpdesk team lead over a good engineer anyday if the week. SLT hate micro managers as much as you do thats why they never go post ops.

If you want to add anything please feel free too

Hello friends! Hope everyone is doing well. So yes as the title says, I’m trying to start this career, and I was thinking about do the Google IT Support from COURSERA, And then do CompTiA+ ( Core 1 a 2 bundle cost at least 1300$) is that the correct path? Or how u would rephrase it. Any help is good for me. Thank you! My history is that based on Trump Immigration policies I have this strong feeling that I need to get back to my country, if I can get a remote job with those two certs at least paying 600-800$ in my country (Venezuela) It can be survivable. Thanks guys! :) Peace to all.

Help desk support ($26-28) and list a whole bunch of requirements that read like a junior systems administrator?

Do people actually apply to these types of positions? I took a position like that in the past, but my title was junior systems, administrator, and I made significantly more than that.

Alright so here goes.

I have two BAs one in Cinema Studies (academic study degree) and the other in Radio-Television (broadcast technology, hands on degree)

I feel into the world of IT sorta. I freelanced for some production companies doing trade shows out of college and fell down the technical path doing video and projection work.

I also worked part-time at the local fruit stand fixing people’s phones and computers. Coming out of Covid I got recruited to do white-glove IT support for a Tv studio. That was great for about a year an a half, then my role was impacted by the strikes, but my agency moved me to another part of the account. I stayed there doing basic helpdesk and deployments for another year and a half then left to be a SysAdmin for a consumer products company. 4 months in they laid me off and I’ve been unemployed until recently.

During my unemployment I did some AWS cloud classes at the local community college, haven’t taken any certs yet or anything. Been thinking about ponying up the money for JAMF certs since I have strong familiarity with that.

My current contract is only good till the end of the year, I’m covering a leave for someone. It’s really really basic helpdesk for a post house. I thought I’d have more access to be able to level up more but it’s not that at all.

I’ve interviewed for some roles, applied for hundreds more. But just feeling kind of lost and helpless to an extent. I don’t want to be doing helpdesk anymore, my goal is to be more backend focused, ideally remote and making 100k+ where I can actually build things and feel challenged. Im on the west coast in a major city, and thankfully I live very frugally but I just don’t know if I can do this ANOTHER year and have my resume so blank.

What should I do? Certs? WGU? What happened to the sure fire paths to get a job?

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Just got a tier 1 position in a govtech role. I have security + already and thinking about going for CCNA since I desire to eventually get into networking. However because this is my first IT job and I have no other experience i cant help but think I should take /study for A+ to get a better foundation. Is this necessary?

If you have the job (L1), and are currently working to get better at it, and be more useful in the role, is it worth taking the Google IT Support Professional, and Microsoft IT Support Professional Certificates?

Like most, I have an eye on moving up, at a time that it is deemed suitable, and a solid base is always better to build on. However, time and money are not infinite, so is doing these certificates worthwhile?