What it was like working at an IT Service Desk.

It's been many years since, and I don't think I've talked about it much here. Figured some people might like to hear the story, so here is a short talk remembering my days and an IT help desk. Never treat a help desk person badly, because they can make or break your project when you have a problem, also it is a really stressful job that is highly undervalued.

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Patrons help this channel go round and keep creating. If you don't like patreon but still would like to support regularly, you can do a similar subscription via the YouTube Join, or through Github's sponsor button.

This is were I most the majority of the code seen on the channel.

We have a Discord! We welcome all various code and tech chatter.

I stream code and/or gaming every Thursday! I also randomly stream a time or two throughout most weeks.

[ChadKirk]

I am help desk for a law firm. It is disgusting. My job is basically tier 1+2 support. Lawyers always act like you’re annoying them. There’s no respect whatsoever. They look at you like you’re a roomba vacuum. They want your help but don’t have time to wait for a 15 minute install. Even my IT Director gets no respect. Please do yourself a favor and never work for a law firm.

[alaskarae]

you sound like me. I'm a tier 2 help desk tech for a hospital. I HATE the phones!! But I like other aspects. I love building out computers for people and doing hands on troubleshooting. This job has made me realize just how clueless and self centered most people really are. Kind of frustrating. I definitely don't plan on staying helpdesk, only been in it 7 months but I'm working towards moving into the dev side of things. Awesome video!

[cameronleehorace]

Yup been there done that. Sounds the same. I did this job for 9 months and it made me very crazy. I left for uni but now I am looking for work I got offered another service desk job and I am deciding if to take it. Since I do not have anything lined up and I finish my course in a couple months but I know what this did to my soul.

[YummyBabe]

I definitely regret leaving the NOC for the help desk. I am now getting my degree to get out. I use to remote in and go above and beyond just to be given a 72 cent raise. So I stopped doing extra. I do the bare minimum and clock out. It’s definitely miserable. It’s a busy help desk. Every 5-8 min the phone rings.

[JJFlores]

Most of this resonates with me. I'm an IT tech at a school district. I don't mind helping people with their tech problems. I completely understand that not everyone is tech savvy and they need tech help from time to time. That's perfectly fine with me and that's we have IT techs and a help desk. Originally, my job was in-person tech support. I had a few schools assigned to me and I had a set schedule. I was pretty happy. COVID hit, schools closed, and we transitioned to distance learning. It was a mess and we ran an impromptu help desk.

I detested it. Its not that I don't want to help students or teachers, but it was incredibly frustrating when they couldn't explain the problem they were having. A lot of the time, they were vague, like my computer doesn't work or I can't login. Getting information out of these people was quite a challenge. I would ask them to give me some more details and it felt like radio silence at times. Sometimes I would go over some basic troubleshooting steps for 5-10 minutes and then they tell me, "Oh yeah my computer does turn on but I just forgot my password". I would think to myself, "Couldn't you have told me that from the beginning? I could have reset your password in a few seconds and have you logged in in no time". In addition to phone support, we had in-person walk-ins which was also a nightmare at times since we had annoyed parents because their kid couldn't login to their Google meet when the only problem was that the kid just didn't want to login. It was tough being tactful at times telling the parents its their kid who is purposely not logging in or its your internet connection or that it was out of our control.

With that said, there plenty of good things about the job. I have definitely learned quite a bit over the past 3 years about various technologies that we use in our school district. There have been challenging tech problems that I have enjoyed working on. There's a fair amount of collaboration between techs and we help each other out when we can.

[fraser]

hear ya brotha. been doing 1st line/sd for about 7 years hahahaha

[oskarixop]

Helpdesk destroyed me . The micromanagement is disgusting to a point it should be illegal. Its misleading job work so hard just to be punished consistanly.

[rustysack]

I transitioned to help desk from plumbing. Working a shitty construction job for 5 years makes working IT a breeze

[edldragon]

I am just starting out in the Help Desk role. I can understand how annoying it is to answer the same basic troubleshooting scenario. But some people just dont and will not care to learn to fix simple problems. those problems are easy for us IT guys, at least it should be. just take a car mechanic. Oil changes are probably the most basic and simple car troubleshooting there is but most people dont know how or care to learn. it will save you money if you can do it yourself but if you or ur company pays for someone else to fix your problems then why not take advantage of it!

[_Snapper]

It was bearable before covid, But now with instant messaging like slack and teams. Its depressing level and volume have gone through the roof.

[buhnerrjiwe]

I am currently weighing if I want to do this IT and ICT service employment I like to help people I liked the good info you gave; like at my home my bro could not login into merkury geenie app for our security cam it would not allow second device my Iphone12 to login the geenie app the security cams are conneted to ipad, he wanted to view security cams via iphone, the email and password were all correct that was last week maybe today will work going to try again after super

[Native]

Service desk is god awful. I wish I had gone with programming.

[gokublack]

IT desk jobs seem really boring tbh but a paycheck's a paycheck I guess. Can you make a video about your bioinformatics job?

[SignalStreamPro]

I honestly enjoy my helpdesk position, I thinks its hit or miss from what I’ve heard