The Help Desk Playbook

What happens after you type a website into the address bar? How does your computer know the website to pull up? It feels instant. You type a name, hit Enter, and a website appears. However, computers ...

Many of the most common problems you see on the help desk don’t actually originate where they appear to.

A user calls and says the internet isn’t working, but their network connection looks fine. Ano...

Password resets are one of the most common help desk requests—and one of the most frustrating to resolve. If you work on a help desk, you’ve probably dealt with a password reset that “should have work...

“Smart techs don’t get stuck.” This belief is wrong - and it’s one of the fastest ways to kill your confidence on the help desk. When I was first starting on the help desk, I thought you were supposed...

Imagine this: you’re working the help desk, and somebody calls you. You answer the phone. Craig from the finance department says, “My PDF editor is acting funny. When I add a text block, it keeps chop...

The phone rings and you freeze. Please just be a password reset, you think to yourself. Otherwise, I’ll have no clue how to solve the problem. I get it. The help desk can be scary, especially early on...

It was four months after I’d graduated college, and I was having second thoughts. I kept asking myself the same questions many new techs ask: is the help desk really worth it as a starting point in an...