What are the best classes to take to work the 'Help Desk'?

Judy Fields

I want to work for a corporation starting at the help desk.
I have taken the MTA and IT fundamentals courses.
I am currently working on the A+ training. But I think I need some knowledge of Windows server?
Especially, the Active Directory? Is this correct?
Could you please recommend other courses or sections of courses to take, in order to work the corporate help desk.

Art Jordan

Hi Judy,

I think you are on the right track with A+ and based on what our Service Desk Analysts do I would look at Windows desktop OS courses, MS Office or perhaps network +. You may need to go into AD at the Service Desk level but likely just for password reset and unlocking accounts. Our SD Analysts use a lot of custom portals to make changes to Exchange and other advanced systems. They will also perform basic trouble shooting steps with our users and make any quick fixes they can. If it looks like they will have to spend much time on a specific issue they will enter whatever info they find in the ticket and then escalate it. Our Service Desk deals with around 12K tickets per month so the Analysts can’t get tied up too long on any one problem.

So look at the 70-680 Windows 7 or 70-697 Windows 10 classes next. That said any additional training you can get won’t hurt including Network + or Windows server. The hosts may have some better info but that’s my 2 cents.

Regards,
Art

Ronnie Wong

@Judy-Fields,

I concur with @Art Jordan 's recommendation. You can also take a look at our MTA for Server Fundamentals in which we cover the basics of Active Directory. This will give you an overview of why we use Active Directory.

Help Desk positions are normally about helping the end user to achieve the productivity. You may be supporting the end user in adjusting display setting to helping them launch a program or changing passwords.

Not saying that the courses on Active Directory are not good but I would take care of the "meat and potatoes" of help desk skills: Good PC troubleshooting skills, Good OS troubleshooting skills and Good Basic Networking skills. These are the good fundamentals that will you serve you well. Then with experience, add in the AD knowledge! :)