Do you ever wonder what service desk workers do all day? As with most jobs, there are core activities that they can expect to address on most days, with many other types of work thrown in to keep things interesting.
In some workplaces, the IT service desk workers can be slammed with work one day and spend half the next day surfing the web because no service tickets are coming in. Generally, though, service desk workers stay busy most of the time.
Following is a fictional hourly account of how an IT service desk worker might spend a typical workday.
10 Minutes Before Start of Workday: Obtain supply of coffee to keep me fueled until lunch.
Hour 1: Meet with the three new employees for computer orientation, setup, and training. Explain company policy on what they can put on their work computers, what they can use personal devices for, and what support we offer for BYOD equipment.
Hour 2: Unlock locked user account, and then head for meeting with software vendor. Listen to how software will solve every problem ever, make note to look over TechRepublic forums for the real-world opinion on this particular software product. On way back to desk am accosted by nervous-looking guy who asks if it’s possible to retrieve files accidentally deleted from TRIM-enabled solid state drive. Ask if the files were backed up, causing look of consternation. Advise him to call Tyler J. and go over his options.
Hour 3: Troubleshoot VoIP phone system with unacceptable call quality. Have new help desk worker Jamie check for bandwidth problems. Advise sales rep as to why an app on her Android isn’t working. Suggest she stop the app and start it over, which works this time, fortunately.
Hour 4: Diagnose and fix printer problem in HR department. Grab lunch and re-caffeinate. Avoid co-workers in other departments who “just have one little question for me while I’m here.” Am thankful for having installed “Fake Incoming Call” app on my phone so I can get away from the “just one little question” people.
Hour 5: Work on making custom Category 5E cable while telling three different people that they can reset their passwords through the help desk self service portal. Finally reset one of the passwords myself after three calls indicating lack of understanding of “self service.” Overhear Tyler J. gleefully relating story about guy who accidentally deleted files from his solid state hard drive.
Hour 6: Process three end-of-lifecycle laptops out of the system and have underling go get them and take them to holding area for electronics recycling. Immediately get call from one of the employees whose laptop is being retired that the replacement laptop “won’t get online” and explain how to make sure her wireless networking card is on.
Hour 7: Advise traveling worker that his laptop keyboard is typing “gibberish” because he accidentally turned on the function that maps a numeric keypad over a portion of the alphabetical keys. Direct two more locked-out workers to password change procedure on self-service portal.
Hour 8: Advise engineer that third-party software on his Windows machine could be what’s causing the machine to be unstable. Make sympathetic noises during phone conversation and ultimately advise that he look for something comparable by Microsoft if he wants to minimize stability problems. Reluctantly answer phone on way out the door, but am pleasantly surprised that it’s Jamie explaining that the bandwidth problems messing with the VoIP phones were due to every computer in the department installing an automatic upgrade simultaneously. She changed it so that future upgrades are installed on staggered basis. Gather my things and go home.
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