Help Desk Experience

Getting a job at a Help Desk is frequently the entry level job in your IT career. As a Computer Information Systems (CIS) major at Lehman working for the Help Desk is giving me the opportunity to gain valuable experience before I graduate and enter the workforce. It is essential to be knowledgeable in computers, software, hardware, and common products. I have recognized that customer service skills are essential in this position, and are a determining factor in one’s effectiveness and overall success. In the short time that I have been working at the IT Center, I have realized the importance of remaining calm in all situations. I have found that assisting users with their technical needs is best handled with serenity and empathy. Through trial and error, I have discovered that not getting too technical with the user speeds up the process, and allows the user to feel comfortable and at ease. Most of the times, the user simply wants whatever the problem is to be resolved immediately, so that they can get back to their demanding schedules. Although I've been working at the Help Desk for a short period, with the help of my coworkers, I feel that I have a better grasp on the Help Desk tools and software used to assist our users. For example, the Track It software allows us to meet the unique needs of our students, staff, and faculty to achieve maximum productivity in a minimum amount of time. My overall experience at the Help Desk has been a positive and valuable one. This is truly an invaluable opportunity that was given to me, and a great first step to the rest of my career.

First Name: Julissa
Last Name: Brione


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