Got hired for a tier 1 help desk - Techist - Tech Forum

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Old 09-05-2013, 04:16 PM   #1 (permalink)
Newb Techie
Join Date: Sep 2013
Location: canada
Posts: 8
Default Got hired for a tier 1 help desk

Not sure if under right thread, but couldnt find another appropriate one..
The Help desk is tier 1 tech for a hosipital.

I've heard some say its dumby proof, others say its really stressful.
I got a year of hands on experience/calls, so hoping i wont have an issue.
I just want to know of some typical calls may be?
Anything i should learn? ex. Mircosoft office books?

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Old 09-05-2013, 05:26 PM   #2 (permalink)
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Join Date: May 2011
Posts: 2,993
Default Re: Got hired for a tier 1 help desk

you could get a call like this one....

"Welch Hall computer assistant; may I help you?"
"Yes, well, I'm having trouble with WordPerfect."
[Instant voice-recognition: I know it's a particularly ditzy blonde French
professor with whom I have had prior dealings.]
"What sort of trouble, Dr. B?"
"Well, I was just typing along, and all of a sudden the words went
"Went away?"
"They disappeared."
"Hmm. So what does your screen look like now?"
"It's blank; it won't accept anything when I type."
"Are you still in WordPerfect, or did you get out?"
"How do I tell?"
[Uh-oh. Well, let's give it a try anyway.]
"Can you see the C:\> prompt on the screen?"
"What's a sea-prompt?"
[Uh-huh, thought so. Let's try a different tack.]
"Never mind. Can you move the cursor around on the screen?"
"There isn't any cursor: I told you, it won't accept anything I type."
[Ah--at least she knows what a cursor is. Sounds like a hardware problem.
I wonder if she's kicked out her monitor's power plug.]
"Does your monitor have a power indicator?"
"What's a monitor?"
"It's the thing with the screen on it that looks like a TV. Does it have
a little light that tells you when it's on?"
"I don't know."
"Well, then look on the back of the monitor and find where the power cord
goes into it. Can you see that?"
[sound of rustling and jostling]
[muffled] "Yes, I think so."
"Great! Follow the cord to the plug, and tell me if it's plugged into the
"Yes, it is."
[Hmm. Well, that's interesting. I doubt she would have accidentally turned
it off, and I don't want to send her hunting for the power switch because
I don't know what kind of monitor she has and it's bound to have more than
one switch on it. Maybe the video cable is loose or something.]
"When you were behind the monitor, did you notice that there were two
cables plugged into the back of it, not just one?"
"Well, there are. I need you to look back there again and find the other
[rustle rustle]
[muffled] "Okay, here it is."
"Follow it for me, and tell me if it's plugged securely into the back of
your computer."
[still muffled] "I can't reach."
"Uh huh. Well, can you see if it is?"
[clear again] "No."
"Even if you maybe put your knee on something and lean way over?"
"Oh, it's not because I don't have the right angle--it's because
it's dark."
"Yes--the office light is off, and the only light I have is coming
in from
the window."
"Well, turn on the office light then."
"I can't."
"No? Why not?"
"Because there's a power outage."

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Old 09-05-2013, 05:54 PM   #3 (permalink)
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Location: Wisconsin, US
Posts: 1,118
Default Re: Got hired for a tier 1 help desk

I love that bit.

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Old 09-05-2013, 06:02 PM   #4 (permalink)
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Join Date: Sep 2013
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Posts: 8
Default Re: Got hired for a tier 1 help desk

lol, that was a very good example thank you
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