help desk

othmanmohamed3 · 2016-09-19T06:04:52.000Z

am working in IT dept but am coordinator between a company and some company responsibility of a company IT then i need to help my users but i cant because am like client .

apsutcliffe · 2016-09-19T06:12:56.000Z

Hi and welcome to the community.
Unfortunately, your question isn’t clear; could you provide some more information.

I’d suggest that you start by reading this article; you may find this of help Asking Better Questions

pdickason · 2016-09-19T06:13:18.000Z

Hi

So what is your question on this fine day ?

othmanmohamed3 · 2016-09-19T06:23:30.000Z

i need your solution to help me how to be IT helpdesk to help the suers like now i received email i have user his outlook not send and receive email i cant help him just i have send his email to the company handling our IT . really they take time to complete my request

apsutcliffe · 2016-09-19T06:31:28.000Z

Othman20:

i need your solution to help me how to be IT helpdesk to help the suers like now i received email i have user his outlook not send and receive email i cant help him just i have send his email to the company handling our IT . really they take time to complete my request

OK, I think that I understand the problem. You are acting as a gateway helpdesk support, but all you are doing is recording the fault, before passing it on to an outside company that is being paid to provide support. You would like to do some of this work yourself.

If this is the way that your company works, then you are unlikely to get them to change. However, you should speak to your line manager. It could be that if you have the right skills, they will want to make use of those.

However, if you don’t yet have the right skills, then you need to learn those before you can progress. You can do that by practising on spare equipment, using a free resource such as Microsoft Virtual Academy and gaining the necessary skills.

pdickason · 2016-09-19T06:37:10.000Z

Also, if allowed, Install Spiceworks on your PC - if you have admin access to your Users desktops then all good and run it under admin access. Learn what you have on your network. Use it to report faults and then you can see how quickly problems are resolved and keep tally of them and what fixes were. Ask for report from your helpdesk on resolutions as well so you can start seeing patterns.

As @apsutcliffe says, talk to your line manager see if you can go from 1st Line (no fix) to 1st/2nd Line and anything that you do not know you pass on - without trying to fix just in case of further errors.

Definitely go to the Virtual Academy. Install Virtualbox (if allowed) and install some evaluation copies of Server as Virtual machines and play with them. Try to mirror what you have and learn how it all goes together. Make sure your own PC has good amount of RAM/CPU to have multiple VMs running and have Servers/clients etc similar to your own

othmanmohamed3 · 2016-09-19T06:43:31.000Z

dear Bottman ,

thank you for your usual support … i need to ask you if you know on-line lap of IThelpdesk, please let me know

othmanmohamed3 · 2016-09-19T06:48:02.000Z

Dear Philip2292 ,

thank you so much , really i need to be like you my dears,

pdickason · 2016-09-19T06:54:05.000Z

Once you have some patterns, and you know you can fix them, not maybe, then also use this as a report to your Line manager to show, these could be fixed in house which save the company money if paying a call by call basis and if not gives you an argument for lowering your maintenance cost at the next review

othmanmohamed3 · 2016-09-19T07:11:23.000Z

Appreciated…

apsutcliffe · 2016-09-19T07:20:54.000Z

Othman20:

dear Bottman ,

thank you for your usual support … i need to ask you if you know on-line lap of IThelpdesk, please let me know

You’re welcome.

Sorry, I don’t understand the second part of your message.

othmanmohamed3 · 2016-09-19T08:10:48.000Z

dear Bottman,

I means if you know online - Lap for IT helpdesk like some teacher explain it I need to know ,

thank you my dear ,

pdickason · 2016-09-19T08:21:56.000Z

Hi, if you mean training Lab - I would start here for Spiceworks >

https://community.spiceworks.com/university

othmanmohamed3 · 2016-09-19T08:29:28.000Z

yes thats i mean thank you Philip

pdickason · 2016-09-19T08:30:46.000Z

No problem

apsutcliffe · 2016-09-19T08:45:15.000Z

For an online learning environment, the Microsoft Virtual Academy is free and easy to sign up. You get the chance to see the various products and you can learn at your own pace.

learn.microsoft.com

Training

Master core concepts at your speed and on your schedule. Whether you've got 15 minutes or an hour, you can develop practical skills through interactive modules and paths. You can also register to learn from an instructor. Learn and grow your way.

Very occasionally, you can also get some special offers with Microsoft Azure. This allows you to have some basic virtual servers, experiment and not have to pay a penny in fees; but be careful, it’s easy to miss the small print and get charged. However, it’s normally only small amounts, so not necessarily expensive.