Help Desk ProTip - Are You Writing This Down?! Help Desk Series

[@johnbruin5031]

I use One Note to create pages based on EU issues and Applications. I took the most called about issues from the company Knowlege base and added fixes and Info that I didn't want to forget. Each day that I work, I open my "newbie notes" so that they are open and ready when I start. Being in help desk for only a few months, this one little hack has helped me tremendously so far. Even shared with another, newer co-worker who is using my notes too.

[@ThatGuyAlon]

I start my first IT job in 2 weeks I’ll have to remember this. Thanks for the tip

[@johnbruin5031]

@@ThatGuyAlon Wrote that tip 6 years ago now. WOW. I have since moved on to become a Network Engineer but I still use the same basic process. KB's, Configurations, commands, etc in a OneNote that I keep on my desktop for easy access. Really had made a difference.

[@ThatGuyAlon]

@@johnbruin5031 Really shows the importance of documentation. A skill I need to learn quick. I know in doing so it’ll help calm my nerves and imposter syndrome. Also congratulations on becoming a Network engineer

[@TheMindOfGregory]

I'm about to start my first service desk job and I always figured I should start taking notes even for my current job. This video basically confirmed that idea. I really appreciate your videos, I've been watching for a while now and I feel like you're giving out great information. Keep up the great work!

[@Itcareerquestions]

Absolutely...CONFIRMED! Haha, Thank you though I'm glad that I can help in any way!

[@dm5sr]

Documentation is very very important.

[@MBudhwant]

Absolutely true! Documentation is very important.

[@davidsimmons4091]

Thanks for the videos man. Would love to see what specific programs and stuff you use for help desk. SQL, EXCHANGE, ORACLE, etc.

[@vn8186]

I'm helping my friend get into IT. Your channel has been awesome! Love the quick tips.

[@samuelmontypython8381]

You’re absolutely right about writing for memory purposes. It’s scientifically proven to help memory. For A+, just reading and watching videos I couldn’t remember hardly anything. But then I started taking copious notes - and bam! Boring but effective. I have a whole notebook for most different areas

[@howlingfjord106]

Totally new to helpdesk and I'm filling up a notebook every single week! Is it normal for an entry level T1 Helpdesk to have you touching AD, Hyper-V, RDP, Server2k12 and 08, O365, puTTy, basic Cisco iOS administration, MDM, administering printer and exchange servers, powershell scripting, imaging software and SCCM, all on top of a bunch of proprietary software? I feel like I have an insanely high level of authorization to touch and modify mission critical systems for someone who is supposedly at a T1 level. Is this normal for most HD positions or did I just get into an oddball organization? Anyways, if I could offer any advice from what very little I know of HD at this point, I'd say take your written documentation and enter it into some kind of searchable electronic format along with a hot-linked table of contents for different topics so you can quickly and efficiently navigate to your pertinent information. Then you can save the knowledge base searches for more difficult problems.

[@TheEis4Extra]

Documentation is key!!!

[@meredithbalogh8671]

I live by my nurse mom's wisdome : "if you don't write it down it never happened." I use tagging in google keep for all the weird one and link to emails I can drop in there and links to Google docs that I created for templates of stuff I don't want to keep writing down for assisting users. If you see my Twitter you can follow the funny deep learning notes I write. They are a lot of fun for me.

[@redpurple1035]

i want more Q&A on this series.. more!!! mawr!! moREEE!!

[@digitalhighway76]

Great Video! I wish more educational services would put more effort on ways of documenting calls like you described. Writing down also helps me visually. Thanks for the tip!

[@satyanarayanakondeti2652]

Sir is this video for service desk engineer too?

[@crossingourfingers]

I have a job interview for a school district, the position is “computer support technician” and it’s entry level. They’re gonna give me a written test and an interview. Do you what kind of info I should be gearing towards to prepare for this?

[@johnjohnjubilo]

Watching 1st EP

[@mattreyes79]

I know who is calling when the phone rings so when certain people call there is a long silence before they start laughing on the phone. 😂😂 - I'm everybody's fav IT guy. 💯

[@Itcareerquestions]

I love that feeling. I always answer and say what did you break now?

[@mattreyes79]

I.T. Career Questions Yeah. 😂😂 - when I had a group working with me, I got the most calls. And if I didn't get their call I'd get their emails. Fun stuff when things break.

[@FranklinGuerrero777]

Thank you

[@technobeacon1702]

Guys I am starting my first ever job as a Helpdesk Technician on Monday, the company deals with web hosting, offsite backups, setting mails accounts etc. I am very nervous about this position any idea on what the job will entail or any day to day tasks? I have a degree in BCOM Information Management. Thanks

[@shuhan1304]

Please come back and answer ur question 😔 🙏

[@hellohollydesign]

I think that phone call was from the 90's - they want their phone back ;D Also, good on you for promoting actual note taking! I had a client scoff at me for writing instead of typing...he wasn't my client for long. ....but they'll never find the body. >:)

[@dynamicentry8321]

Log everything that you do and learn.

[@Justin-bn9mr]

I can't live without OneNote being in I.T., literally every weird scenario or fix I have come across is in my OneNote.

[@dewiowen1992]

Justin Emmons OneNote is great for IT Projects, the only drawback is when you have a team environment we've found that the Project Leads have to review and manage the shared notebooks to stop them being overrun with poor standards (or not being updated at all in some cases!) But all in all it's a great tool for IT documentation

[@Itcareerquestions]

Dewi that is exactly what I was thinking when you started to say IT Projects and team environment. They have Microsoft Project for stuff like that. OneNote is great for one a small team to collaborate, but throwing more people into the mix without standards is just asking for trouble! I do love me some One Note, while I don't personally use it for documentation I use it all the time for my personal project management. It works great! I could see how it would work great for documentation as well.

[@Itcareerquestions]

It's not as daunting as it looks.

[@annoyingjareviews9797]

Lol.....

[@Itcareerquestions]

.....loL