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4 Most Likely Helpdesk Problems You’ll Face After IT Support Training

Jan 05, 2017

IT support training

Considering becoming a network technician or IT helpdesk expert? Wondering what kinds of challenges you’ll face on-the-job, and how you’ll apply the technical skills you learned in IT support training?

When you work for an IT helpdesk, you help both colleagues inside the company and its customers resolve computer issues. This work takes a special combination of technical knowledge and advanced communication skills that allow you to break down complex concepts, and processes, for the average user who is definitely not a computer expert.

In fact, the reason good IT support staff are so highly valued is because most of us know shockingly little about the technologies we rely on—and which are so crucial for everyday business operations.

Your problem-solving abilities and technical knowledge are crucial, because when a network is down, or a client can’t use a service, the company suffers financially and reputationally.

So, what kinds of questions are you most likely to face on an IT support helpdesk? Here are four of the most often-received helpdesk queries.

1. An Employee Can’t Login to the Company System

This is one of the IT helpdesk’s most common tickets. The problem could be very straightforward, such as the employee recently changed the password and can’t remember it—or they have left Caps Lock on by accident. Stressed out or frustrated users will often call IT support at the first sign of a problem, without going through simple troubleshooting steps on their own.

On the other hand, there’s the possibility that this user has been denied access because they’ve broken a company rule (too much time spent on social media), or been dismissed. Technical support staff will investigate all possibilities before helping to restore access.

2. A Computer Slows Down or Crashes Without Warning

Again, there is both a simple and potentially complex reason for this problem. For slow running computers, IT support will first look at number of pages open, downloads, extensions, or heavy files (such as videos and games) that could be hampering performance.

But when computers slow down or crash for reasons other than these, helpdesk staff will turn their attention to malware.  An important part of your role as a helpdesk expert is protecting the company network from cyber attack. IT support training always includes instruction on how to guard against common internal and external threats —and given the prevalence of these threats, IT staff are spending more of their time researching and preparing for them.

We recently wrote a post about top network security threats for 2017, which you can check out here.

3.  Help! I Keep Getting Disconnected from the Wireless Network

Helpdesk staff are sure to hear this desperate cry for help on more than a few occasions. Chances are the router is overloaded and needs be reset. The router must be securely connected, after which you will connect to the router and modem, and then to the internet.

4. An Employee Accidentally Deletes Important Files

Accidental file deletion happens more than you might think, and can be cause for full blown panic on the part of employees and executives. They will be very glad to hear that lost files can usually be recovered, provided the user acts quickly.

First, you would do the obvious and check the recycle bin or backup system. If these easy fixes prove fruitless, you would carefully explain that the user must immediately stop using the computer so no new files are written to the hard drive. As new files are created, Windows will overwrite the deleted ones to make extra drive space, making it impossible to retrieve the lost data.

And there you have it! Four of the most common IT issues you’ll face (and resolve like a pro) after graduating from college.

Have a natural aptitude for computers and problem solving, and considering a career in IT? Still looking for a reputable IT diploma program in Montreal?

Take a look at Herzing College’s Computing Support diploma program, delivered at the Montreal campus. The program takes just 14 months to complete and includes a 7-week internship for on-the-job experience.

Visit the program page for a full list of computing support courses, career options, or to chat live with an academic advisor. We’ll help you get started!

Click Here to Visit the Computing Support Program Page

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