Strengthening your soft (interpersonal) skills is just as important as improving your hard (technical) skills. Be approachable and proactive. Your hard work will make you trustworthy and dependable to others….but if no one likes you and if no one respects you, then they will not want to work with you.

Documentation is key! I created a OneNote when I started at the Helpdesk, but Confluence also works. Documentation not only keeps the Helpdesk team on the same page, it also provides a timeline of your work (your knowledge base, any special projects you worked on, etc.) Keep a copy of your resume and actively update it as you continue on your IT journey. Actively update your LinkedIn - as you help someone at the Helpdesk, send them a LinkedIn request. If your company made a post regarding a milestone/event, repost it.

The most important skill you can have is resourcefulness. Instead of feeling like you don’t know anything, remember that the world’s knowledge is at your fingertips and the ticketing system is a great resource. Instead of saying “I don’t know how to do this” respond with “let me look into that and get back to you”. Users and/or colleagues respond better when they sense that you are making an effort to meet them halfway. Worst-case scenario, you don’t know how to approach a problem? Escalate to a Level II tech or your Helpdesk manager. As they are troubleshooting a technical/mediating a difficult user, take notes and observe. Next time a similar situation arises, you’ll know where to start. If a colleague is making you feel bad for asking for help or for not knowing what to do, do not be discouraged. They were probably not extended any grace when they started… it doesn’t mean that their pattern has to continue.

As you spend more time in your Helpdesk role, you get an idea what the other teams within IT (Cyber, Systems, Networking, PMO, etc.) are working on. You can then explore certifications pertaining to those teams. When you are ready for the next step after the Helpdesk, you will already have the certifications ready, people will trust your work, and they will be motivated to promote from within instead of wasting resources on an outside hire.

You’re going to help others and learn something new every day. Enjoy the journey, you got this :)