First Job in IT

Your first help desk job is really a decoding job. These 6 questions get you from "the computers don't work" to the actual problem. Number one, what were you actually trying to do? Not what's broken, but what were you doing when it broke? Nine times out of 10, that reframes the entire ticket. Number two, what changed? Is there new software? Did you change your password? Is there a new building you're working in? Did you just get back from vacation? What on your side too? If you saw my video about where the computer was crawling, uptime on that machine was 691 days. Nothing changed. That was the problem. Number three, is it just you or is it everybody? This one question cuts your troubleshooting path in half most of the time. One person is a profile or a permission or a cable. But if everybody's probably a server or a switch or a service of some kind. Number four, does this happen everywhere or is this a one-way thing? Just when you're docked at the office but not at home. You just need to find the one condition that makes it break and you're done. Number five, read me exactly what's on screen, word for word. Users summarize errors, and their summaries are usually very useless. That error code they don't think is very the answer. Number six, one lot. What does your tooling know anybody anything? It can show you what the uptime is, the patch status is, hardware ticket history on that machine and with this user. Half the answer questions before the user even finishes what's the problem. Most of the time on help desk, these six questions are going to get you to the answer of the problem. Six questions, not guessing anymore. You're playing detective. In problem, to non-people. Save this list. Save this video. You're gonna want it for your first week on the job or if you're new to the job already, it's still gonna be useful. Be sure to follow if you like nerdy.