楼主: lorenstone

像我这样的HELPDESK出身的找工作容易么

[复制链接]
论坛徽章:
117
2013年新春福章
日期:2013-02-25 14:51:24马上有房
日期:2014-02-19 11:55:14马上有钱
日期:2014-02-19 11:55:14马上有对象
日期:2014-02-19 11:55:14马上加薪
日期:2014-02-19 11:55:14马上有对象
日期:2014-03-10 15:11:12马上有对象
日期:2014-05-12 13:19:24马上有钱
日期:2014-11-24 10:56:152015年新春福章
日期:2015-06-16 16:57:46马上有车
日期:2014-02-19 11:55:14
11#
发表于 2009-7-25 15:37 | 只看该作者
原帖由 xxzhaobb 于 2009-7-24 22:27 发表


去折腾折腾服务器吧.
别折腾客户端了.
客户端没有前途.也没有意思....
个人感觉.....
仅供参考.

  服务器被我折腾的死去活来的

使用道具 举报

回复
论坛徽章:
1
2009日食纪念
日期:2009-07-22 09:30:00
12#
发表于 2009-7-25 22:16 | 只看该作者

回复 #6 suniori 的帖子

help desk 一般主要负责level1和leve12的问题,如果解决不了就forward 到next level也就是senior help desk 或者叫 help desk analyst

以下是Help Desk的说明:

Help Desk Level 1 to 3
Level 1
Take user calls and manage trouble tickets
o Ability to staff and manage the organizations helpdesk and effectively respond to routine customer calls
o Ability to use proper grammar and spelling in documenting trouble tickets
o Ability to use the organization's trouble ticket system to log calls, update status and document resolutions
o Ability to escalate problems to the appropriate IT group for resolution
o Understanding of the benefits of using the corporation's standard greeting in supporting customers
Troubleshoot problems
o Ability to effectively answer customer questions about desktop systems and telephones.
o Ability to provide customers first level troubleshooting assistance
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Ability to provide personal computer operations desk side support
o Working knowledge of the responsibilities of the help desk operator
o Ability to identify, manage and overcome barriers to communication
o Ability to independently operate a help desk and assist customers with needs and problems
o Ability to effectively communicate with customers
o
o Knowledge of the organization's hardware and software usage policies and ability to apply policy in supporting customers
o Ability to assist and provide instruction on the basics of back-up and recovery of user disk files
o Ability to install, configure and provide instruction on basics of using common office software tools
o Ability to solicit customer feedback and use the information to improve customer service
o Ability to assist and provide instruction on the use of the organization's telephone system
Provide system maintenance and tracking
o Ability to employ basic procedures for user account management and access
o Ability to support the organization's printer systems
o Ability to physically clean and maintain local and network devices
o Ability to evaluate user software for license compliance and currency
o Ability to effectively manage IT assets including inventories, acquisition and disposal of equipment
o Ability to maintain and repair basic desktop computer components and peripherals used in the organization
Install and upgrade PC and network devices
o Ability to install and test server or personal computer software upgrades
o Ability to install and configure personal computer operating system software
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to effectively remove old computer equipment and cabling
Level 2
Take user calls and manage trouble tickets
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Ability to provide timely and effective status updates to customers
o Ability to assess and escalate serious or unusual problems to the appropriate IT group for resolution
o Ability to provide standard trouble ticket status reports to management
o Working knowledge of the variables determining priority/severity of a call
o Ability to monitor help desk workload and prioritize trouble tickets to effective use time
Troubleshoot problems
o Ability to use the organization's problem management process and access the resources needed in resolving problems
o Ability to support and troubleshoot advanced office applications
o Ability to monitor organization's IT service quality and recognize and respond to service quality abnormalities
o Ability to develop, test and implement solutions to problems detected during troubleshooting
o Ability to use existing resources to obtain knowledge on the organization's network devices
o Ability to provide customers remote troubleshooting assistance from the helpdesk or personal workstation
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Demonstration of a service-based attitude in dealing with customers
o Ability to use active listening techniques to improve communication with customers
o Ability to proactively manage communications and liaison with customers and technical groups using regular updates and status reports
o Ability to use that organization's procedures, including surveys, escalation and other tools for analyzing customer assistance call trends and systemic problems
o Ability to provide basic PC and telephone security training for users
o Ability to support and train users in the use of self-help tools implemented in the organization
o Ability to assess training needs and develop new training or self-help materials
Provide system maintenance and tracking
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to update and configure desktop/PC OS, BIOS and drivers
o Ability to install and network personal computer operating systems
o Ability to evaluate network and support tool software for license compliance and currency
o Ability to successfully administer and manage email and telephone accounts
o Ability to perform network services back-ups and recoveries
Install and upgrade PC and network devices
o Ability to install new application software on servers and user PCs
o Ability to order IT hardware, software and supplies within organization's guidelines
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to prepare a site and develop a basic work plan for an IT installation
o Ability to install, configure and repair basic computer hardware and software
o Ability to install, terminate and test a variety of network cabling configurations
o Ability to configure and document LAN and network device software
Level 3
Take user calls and manage trouble tickets
o Ability to provide standard and/or special status reports on the entire trouble ticket system
o Ability to gather and use customer inquires, feedback and call trends to improve quality of service
o Ability to use surveys to assess and improve the organization's help desk and desk side service quality
o Ability to use common metrics to assess quality of help desk support
o Knowledge of the organization's call monitoring system and how it can help to improve performance
Troubleshoot problems
o Ability to analyze major network or help desk problems and research solutions
o Ability to develop, test and implement solutions to unique or unusual problems detected during troubleshooting
o Ability to document and communicate problems, solutions and the implementation process
o Knowledge of latest IT technologies and how they may apply
o Knowledge of established troubleshooting guidelines and procedures and ability to use them
o Ability to set up and document new troubleshooting procedures
o Ability to use open and closed questions in troubleshooting problems with customers
Provide customer service support and training
o Knowledge of the operations of other technical groups and ability to effectively provide liaison for users with these groups
o Ability to identify and develop new or improved user training
o Understanding of knowledge management principles and how they are implemented in the organization
Provide system maintenance and tracking
o Knowledge of information security and how prompt reporting of security breaches mitigate potential problems
o Ability to manage and supervise help desk services
Install and upgrade PC and network devices
o Ability to install and properly configure wireless end user network devices and connections
o Basic ability to install new network architectures or configurations
o Ability to conduct large scale software deployments
o Knowledge of the design and installation of network cabling
o Basic understanding of the organization's network and LAN architectures and supporting technologies

[ 本帖最后由 25BryanLiu 于 2009-7-25 22:17 编辑 ]

使用道具 举报

回复
论坛徽章:
0
13#
发表于 2009-7-26 00:24 | 只看该作者
一般来说外包的性质都是比较低的LEVEL,很多核心的东西肯本接触不到的,这样的话经验的积累就很慢..而且机会也少...痛苦啊

使用道具 举报

回复
论坛徽章:
0
14#
 楼主| 发表于 2009-7-26 00:28 | 只看该作者
像我应该属于LEVEL2这里吧....因为想楼上说的,很多时候外包接触不到核心的东西,比如服务器和核心交换机,这样的话很多东西都没办法学习到....大部分的时间是和用户交流,还有很不同的TEAM交流..这样对于技术的掌握和观念的开拓影响很小..对以后的发展也有限制..唯一的好处只能认识多一点的人,熟悉下流程......


如果说技术方面的话,我觉得发展的潜力不大,因为你自学但是没有使用的机会,很多东西都会忘记的,不如花更多的时间去学习管理..多带点小的团队,对于以后的职业应该有点帮助的

使用道具 举报

回复
论坛徽章:
61
ITPUB元老
日期:2010-11-30 11:31:09马上有房
日期:2014-02-18 16:42:022014年新春福章
日期:2014-02-18 16:42:02夏利
日期:2014-01-17 13:39:182013年新春福章
日期:2013-02-25 14:51:24ITPUB 11周年纪念徽章
日期:2012-10-09 18:08:15蜘蛛蛋
日期:2012-02-07 13:08:13蛋疼蛋
日期:2012-01-06 13:08:02蜘蛛蛋
日期:2012-01-06 10:45:222012新春纪念徽章
日期:2012-01-04 11:53:54
15#
发表于 2009-7-26 07:14 | 只看该作者
可以去大连的一个IT网站:http://www.itshaik.com/bbs/index.php  瞧瞧

使用道具 举报

回复
论坛徽章:
15
NBA常规赛纪念章
日期:2013-04-22 11:49:35NBA季后赛纪念徽章
日期:2013-06-21 14:52:05ITPUB社区12周年站庆徽章
日期:2013-10-08 14:54:39马上加薪
日期:2014-10-23 16:03:28马上有对象
日期:2014-12-22 11:23:38知识
日期:2015-08-11 10:22:26知识
日期:2015-08-11 10:34:17秀才
日期:2015-09-21 09:46:16
16#
发表于 2009-7-26 07:44 | 只看该作者
原帖由 iPod 于 2009-7-24 23:04 发表
你说的那些都是皮毛,随便找个人培训一些就能上岗。如果想做技术再深入一下吧


十分同意。
其实在一些公司或者工厂。Helpdesk的工作是很简单,并且没有多少技术含量的。。。。。
在公司也没有多大的地位。

使用道具 举报

回复
论坛徽章:
15
NBA常规赛纪念章
日期:2013-04-22 11:49:35NBA季后赛纪念徽章
日期:2013-06-21 14:52:05ITPUB社区12周年站庆徽章
日期:2013-10-08 14:54:39马上加薪
日期:2014-10-23 16:03:28马上有对象
日期:2014-12-22 11:23:38知识
日期:2015-08-11 10:22:26知识
日期:2015-08-11 10:34:17秀才
日期:2015-09-21 09:46:16
17#
发表于 2009-7-26 07:45 | 只看该作者
原帖由 IceFireHill 于 2009-7-25 15:37 发表

  服务器被我折腾的死去活来的


是个人能力问题,还是?

没有人投诉你 ?

使用道具 举报

回复
论坛徽章:
15
NBA常规赛纪念章
日期:2013-04-22 11:49:35NBA季后赛纪念徽章
日期:2013-06-21 14:52:05ITPUB社区12周年站庆徽章
日期:2013-10-08 14:54:39马上加薪
日期:2014-10-23 16:03:28马上有对象
日期:2014-12-22 11:23:38知识
日期:2015-08-11 10:22:26知识
日期:2015-08-11 10:34:17秀才
日期:2015-09-21 09:46:16
18#
发表于 2009-7-26 07:46 | 只看该作者
原帖由 25BryanLiu 于 2009-7-25 22:16 发表
help desk 一般主要负责level1和leve12的问题,如果解决不了就forward 到next level也就是senior help desk 或者叫 help desk analyst

以下是Help Desk的说明:

Help Desk Level 1 to 3
Level 1
Take user calls and manage trouble tickets
o Ability to staff and manage the organizations helpdesk and effectively respond to routine customer calls
o Ability to use proper grammar and spelling in documenting trouble tickets
o Ability to use the organization's trouble ticket system to log calls, update status and document resolutions
o Ability to escalate problems to the appropriate IT group for resolution
o Understanding of the benefits of using the corporation's standard greeting in supporting customers
Troubleshoot problems
o Ability to effectively answer customer questions about desktop systems and telephones.
o Ability to provide customers first level troubleshooting assistance
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Ability to provide personal computer operations desk side support
o Working knowledge of the responsibilities of the help desk operator
o Ability to identify, manage and overcome barriers to communication
o Ability to independently operate a help desk and assist customers with needs and problems
o Ability to effectively communicate with customers
o
o Knowledge of the organization's hardware and software usage policies and ability to apply policy in supporting customers
o Ability to assist and provide instruction on the basics of back-up and recovery of user disk files
o Ability to install, configure and provide instruction on basics of using common office software tools
o Ability to solicit customer feedback and use the information to improve customer service
o Ability to assist and provide instruction on the use of the organization's telephone system
Provide system maintenance and tracking
o Ability to employ basic procedures for user account management and access
o Ability to support the organization's printer systems
o Ability to physically clean and maintain local and network devices
o Ability to evaluate user software for license compliance and currency
o Ability to effectively manage IT assets including inventories, acquisition and disposal of equipment
o Ability to maintain and repair basic desktop computer components and peripherals used in the organization
Install and upgrade PC and network devices
o Ability to install and test server or personal computer software upgrades
o Ability to install and configure personal computer operating system software
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to effectively remove old computer equipment and cabling
Level 2
Take user calls and manage trouble tickets
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Ability to provide timely and effective status updates to customers
o Ability to assess and escalate serious or unusual problems to the appropriate IT group for resolution
o Ability to provide standard trouble ticket status reports to management
o Working knowledge of the variables determining priority/severity of a call
o Ability to monitor help desk workload and prioritize trouble tickets to effective use time
Troubleshoot problems
o Ability to use the organization's problem management process and access the resources needed in resolving problems
o Ability to support and troubleshoot advanced office applications
o Ability to monitor organization's IT service quality and recognize and respond to service quality abnormalities
o Ability to develop, test and implement solutions to problems detected during troubleshooting
o Ability to use existing resources to obtain knowledge on the organization's network devices
o Ability to provide customers remote troubleshooting assistance from the helpdesk or personal workstation
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Demonstration of a service-based attitude in dealing with customers
o Ability to use active listening techniques to improve communication with customers
o Ability to proactively manage communications and liaison with customers and technical groups using regular updates and status reports
o Ability to use that organization's procedures, including surveys, escalation and other tools for analyzing customer assistance call trends and systemic problems
o Ability to provide basic PC and telephone security training for users
o Ability to support and train users in the use of self-help tools implemented in the organization
o Ability to assess training needs and develop new training or self-help materials
Provide system maintenance and tracking
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to update and configure desktop/PC OS, BIOS and drivers
o Ability to install and network personal computer operating systems
o Ability to evaluate network and support tool software for license compliance and currency
o Ability to successfully administer and manage email and telephone accounts
o Ability to perform network services back-ups and recoveries
Install and upgrade PC and network devices
o Ability to install new application software on servers and user PCs
o Ability to order IT hardware, software and supplies within organization's guidelines
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to prepare a site and develop a basic work plan for an IT installation
o Ability to install, configure and repair basic computer hardware and software
o Ability to install, terminate and test a variety of network cabling configurations
o Ability to configure and document LAN and network device software
Level 3
Take user calls and manage trouble tickets
o Ability to provide standard and/or special status reports on the entire trouble ticket system
o Ability to gather and use customer inquires, feedback and call trends to improve quality of service
o Ability to use surveys to assess and improve the organization's help desk and desk side service quality
o Ability to use common metrics to assess quality of help desk support
o Knowledge of the organization's call monitoring system and how it can help to improve performance
Troubleshoot problems
o Ability to analyze major network or help desk problems and research solutions
o Ability to develop, test and implement solutions to unique or unusual problems detected during troubleshooting
o Ability to document and communicate problems, solutions and the implementation process
o Knowledge of latest IT technologies and how they may apply
o Knowledge of established troubleshooting guidelines and procedures and ability to use them
o Ability to set up and document new troubleshooting procedures
o Ability to use open and closed questions in troubleshooting problems with customers
Provide customer service support and training
o Knowledge of the operations of other technical groups and ability to effectively provide liaison for users with these groups
o Ability to identify and develop new or improved user training
o Understanding of knowledge management principles and how they are implemented in the organization
Provide system maintenance and tracking
o Knowledge of information security and how prompt reporting of security breaches mitigate potential problems
o Ability to manage and supervise help desk services
Install and upgrade PC and network devices
o Ability to install and properly configure wireless end user network devices and connections
o Basic ability to install new network architectures or configurations
o Ability to conduct large scale software deployments
o Knowledge of the design and installation of network cabling
o Basic understanding of the organization's network and LAN architectures and supporting technologies



在中国 没有按照 这么严格地划分。而且实际工作中也没有按照这样弄。

使用道具 举报

回复
论坛徽章:
15
NBA常规赛纪念章
日期:2013-04-22 11:49:35NBA季后赛纪念徽章
日期:2013-06-21 14:52:05ITPUB社区12周年站庆徽章
日期:2013-10-08 14:54:39马上加薪
日期:2014-10-23 16:03:28马上有对象
日期:2014-12-22 11:23:38知识
日期:2015-08-11 10:22:26知识
日期:2015-08-11 10:34:17秀才
日期:2015-09-21 09:46:16
19#
发表于 2009-7-26 07:51 | 只看该作者
原帖由 lorenstone 于 2009-7-26 00:28 发表
像我应该属于LEVEL2这里吧....因为想楼上说的,很多时候外包接触不到核心的东西,比如服务器和核心交换机,这样的话很多东西都没办法学习到....大部分的时间是和用户交流,还有很不同的TEAM交流..这样对于技术的掌握和观念的开拓影响很小..对以后的发展也有限制..唯一的好处只能认识多一点的人,熟悉下流程......


如果说技术方面的话,我觉得发展的潜力不大,因为你自学但是没有使用的机会,很多东西都会忘记的,不如花更多的时间去学习管理..多带点小的团队,对于以后的职业应该有点帮助的

同意。。。。

使用道具 举报

回复
论坛徽章:
1
2009日食纪念
日期:2009-07-22 09:30:00
20#
发表于 2009-7-27 12:48 | 只看该作者

回复 #21 xxzhaobb 的帖子

小公司当然不会这么弄,大公司挂着500强牌子的也不一定全都这么弄。可是随着IT外包的深入国内的公司也会跟随的。

使用道具 举报

回复

您需要登录后才可以回帖 登录 | 注册

本版积分规则 发表回复

TOP技术积分榜 社区积分榜 徽章 团队 统计 知识索引树 积分竞拍 文本模式 帮助
  ITPUB首页 | ITPUB论坛 | 数据库技术 | 企业信息化 | 开发技术 | 微软技术 | 软件工程与项目管理 | IBM技术园地 | 行业纵向讨论 | IT招聘 | IT文档
  ChinaUnix | ChinaUnix博客 | ChinaUnix论坛
CopyRight 1999-2011 itpub.net All Right Reserved. 北京盛拓优讯信息技术有限公司版权所有 联系我们 未成年人举报专区 
京ICP备16024965号-8  北京市公安局海淀分局网监中心备案编号:11010802021510 广播电视节目制作经营许可证:编号(京)字第1149号
  
快速回复 返回顶部 返回列表