Can you blag your way into an IT job?

You can't really blag your way into any job, if you managed somehow to get it you'd just be sacked before your probation was up.

Reply 5

Pancakes<3

OP

11

But don't 1st line support people just read from a peice of paper? Seriously when my internet broke (installation issue) I phoned up talk talk and the guy on the phone was like:

What lights are on
Did you restart your modem / route
When did you start having this problem
Let me just run a line test on your connection
Ok I can't fix it I will send out an engineer, goodbye.

How hard can it be...

Reply 6

0le

21

Original post by Pancakes<3

But don't 1st line support people just read from a peice of paper? Seriously when my internet broke (installation issue) I phoned up talk talk and the guy on the phone was like:

What lights are on
Did you restart your modem / route
When did you start having this problem
Let me just run a line test on your connection
Ok I can't fix it I will send out an engineer, goodbye.

How hard can it be...

You'd be surprised. Dealing with fussy, angry customers is probably a nightmare. Also, they have to read from a list so that it caters everyone, not just the technological geniuses amongst us.

Back to the original question, no, you can't blag your way through any job. You can certainly exaggerate traits and things you've done, but there is a limit.

Reply 7

ttoby

15

The fact that you're comfortable doing the things you describe (even if it involves using Google) is quite positive - there are people out there who would not be nearly as comfortable with that sort of thing. Certainly don't try and exaggerate what you know (you don't want to get caught out) but show you're willing and capable to learn more.

In a first line support role, you wouldn't be expected to know everything. If you're not able to resolve the issue yourself then generally you would need to take down details of the exact problem (so knowing the right questions to ask) and also you would need to narrow down where exactly the problem lies. For instance, a problem with "the internet" could be caused by the connection itself, or the browser, the computer, a cable, the website etc etc. So you'd need good problem-solving skills.

I did a post previously about this kind of thing, which you might like to read: http://www.thestudentroom.co.uk/showthread.php?t=2240837&page=3

Reply 8

The_Internet

Original post by Pancakes<3

Basically I have IT experience, not so much fixing actual faults per se but just generally using computers. I tend to resolve any issues like anti viruses, updating hardware and installing new software ect but I've been applying for 1st line / it helpdesk jobs and now I'm worried that if I get a phone call, what might they ask me?

If you had to say there are three things someone applying for these types of jobs MUST know then what would they be? So I can read up on them and not sound like an absolute moron in an interview lol.

Mostly I just google when someone goes wrong with my PC but you can't really do this in an intreview haha.

So you can do 1st line stuff? ie: try and resolve something ie: password resets and pass them to second line? Can you upgrade hardware or do you "update hardware" If it's 1st line, that sounds pretty decent for that imo. Second line might require a BIT more detail

Original post by Sphodromantis

You sound like you don't know much then, and it sounds like not the job for you and the interviewer will pick up on this, also they want more then general knowledge ,anyone can google a fault and so they'll resort to you for help, if you can't deliver, they its not the job for you.

OP is applying for a 1st line helpdesk role, and not a 3rd line support role. If OP tried to apply for the department Im working for, and said that, the employers might think "hmm" but for 1st line, that's fine :smile:

Original post by lipslikemorphine

Everyone who owns a computer can do that... And no i don't think you can.
If you don't know your stuff then it'll be pretty clear soon and even if you could blag your way though it how would you do anything without it becoming clear that you were clueless?

First line often do pass on to second line. Interestingly, today, I passed something DOWN to second line :biggrin:

But I did every thing he did, before asking for help. Turns out that what I didn't do was do a quick google, and realise that for the first time ever, sound wasn't working because it was disabled in BIOS, as opposed to being disabled within Windows,though that's another story :smile:

My point there is that first line, second line and third line can seem a somewhat linear relation, but often things go DOWN before they go UP the levels ie: if I need to request something, I have to request it at first line, who will then pass it on to the relevant teams

Reply 9

The only requirement for our first line guys is "Have an active interest in computing". Most of our helpdesk agents transfered from the customer services department. We dont expect them to have any actual technical knowledge.

While some experience/knowledge would be good.. most 1st line support guys will be following a script or troubleshooting guide along the lines of "If problem = XY then deploy fix Z".

Reply 10

Original post by de_monies

ie: if I need to request something, I have to request it at first line, who will then pass it on to the relevant teams

Ouch! that sounds like a right pain! More ITIL rubbish :wink:

I'll just walk over to the relevant team and get them to do it there and then :biggrin:

Reply 11

Quady

Original post by Reue

Ouch! that sounds like a right pain! More ITIL rubbish :wink:

I'll just walk over to the relevant team and get them to do it there and then :biggrin:

Depends on the size/location of your service desk and operational teams.

If they are co-located thats fine, if they are in multiple locations you might have a bit of a walk :P

Not an ITIL thing though :wink:

Yay, more ITIL time for me Mon-Wed :P

To the OP - don't blag, you don't need to. We all have to start somewhere.

Reply 12

Klix88

Many companies have a heavily customised IT environment which is very unlike a home setup. Any new recruit to a Helpdesk will need several weeks (if not months) of training in the internal systems and infrastructure before they're permitted to take calls from users. Don't let your lack of knowledge phase you.

As long as you're applying for an entry-level Helpdesk job, then I see no problem with talking about being interested in resolving your own IT issues and being keen to expand into the professional field. If you try to blag that you're up to a corporate environment based on what you've done to home computers, then you'll be spotted a mile off and probably won't even make the interview.

For an IT Helpdesk, there are key traits that you need to put across:

- A positive and frendly telephone manner. It might sound daft for an IT specialist, but that will be your main point of contact with users. If you come across badly then you just won't be able to do the job. When I recruited for Helpdesks, our first filter for prospective candidates was to give them a telephone interview before inviting them for a face-to-face interview.
- The ability to stay calm under pressure. People who call Helpdesks are stressed, angry and can't do their jobs because something's gone wrong. They will talk to you as though you caused the problem. You can't take it personally - that's just the psychology of the situation. And you have to be able to handle it day in, day out.
- The ability to listen and take in information. Another thing that sounds obvious, but if you fall into the trap of just automatically telling every caller to "switch it off and back on again" without properly checking the symptoms of their problem, you can waste valuable business time and possibly send second-line support technicians off on a wild goose chase. Both of these will cost money.
- The ability to learn new technologies and concepts fast and be able to apply them. Companies will be upgrading/replaceing systems and hardware on a regular basis. You'll always be expected to learn and support something new, so your induction period will just be the start of a never-ending learning curve.
- The ability to speak "user" plain English and translate that into the type of technical details that second-line support teams need to resolve the issue.

When you first start on a Helpdesk, your existing technical knowledge is probably your least important attribute. An IT Helpdesk is certainly a good springboard to move into more specialist hands-on IT support, if that's something you're considering.

Reply 13

Original post by Klix88

Any new recruit to a Helpdesk will need several weeks (if not months) of training in the internal systems and infrastructure before they're permitted to take calls from users.

Our helpdesk agents start taking live calls from day 1 :biggrin:

Reply 14

Klix88

Original post by Reue

Our helpdesk agents start taking live calls from day 1 :biggrin:

Not something I'd have risked, but each to their own!

Reply 15

Original post by Klix88

Not something I'd have risked, but each to their own!

To be fair, our Helpdesk supports internal users only. However it's still the quickest and most effective form of training imo.

Reply 16

The_Internet

Original post by Reue

To be fair, our Helpdesk supports internal users only. However it's still the quickest and most effective form of training imo.

I think this is largely the same for our staff as well. they get in to it on day 1 and its largely internal staff but I think some people do deal with external customers

Reply 17

Klix88