21 IT Help Desk Interview
Questions & Answers

A Typical Working Day in IT Help Desk Support

Working in IT help desk support can be both challenging and rewarding. Each day brings new issues, problem-solving opportunities, and a chance to assist individuals with their technical needs. In this article, we’ll take a closer look at what a typical working day in IT help desk support looks like.

Morning Routine (8:00 AM – 9:00 AM)

The day typically begins with a morning routine. After grabbing a cup of coffee and checking emails, IT help desk support professionals often review any overnight requests or system updates that occurred during non-business hours. This ensures that any critical issues are addressed promptly and that systems are running smoothly.

Prioritizing Tickets (9:00 AM – 9:30 AM)

One of the key responsibilities of an IT help desk support worker is managing the ticketing system. New support requests come in daily, ranging from password resets and software installations to more complex network issues. During this time, the team reviews and prioritizes these tickets based on urgency and impact on the organization.

Client Assistance (9:30 AM – 12:00 PM)

The bulk of the morning is often spent assisting clients. IT help desk support professionals are responsible for responding to calls, emails, and walk-ins from employees or customers who are experiencing technical issues. These issues can vary greatly, from troubleshooting software problems to helping users set up their new devices. Effective communication and problem-solving skills are crucial in this role, as support workers need to explain solutions in a clear and user-friendly manner.

Lunch Break (12:00 PM – 1:00 PM)

After a busy morning, IT help desk support professionals take a well-deserved break. This time allows them to recharge and get ready for the afternoon tasks. It’s also an excellent opportunity to collaborate with colleagues and share experiences, insights, and potential solutions to recurring issues.

Afternoon Troubleshooting (1:00 PM – 3:00 PM)

The afternoon often involves more in-depth problem-solving. Support professionals may tackle complex issues like network outages, system upgrades, or security breaches. These tasks may require cooperation with other IT teams or even third-party vendors to find the best solutions.

Documentation and Training (3:00 PM – 4:00 PM)

In IT help desk support, documentation is critical. At the end of the day, it’s essential to update and maintain knowledge base articles, create manuals for common issues, and improve existing processes. Moreover, ongoing training to stay up to date with the latest technologies and trends is crucial to providing the best support possible.

Wrap-Up (4:00 PM – 5:00 PM)

As the day comes to a close, support professionals review any open tickets to ensure all client issues have been addressed. They also prepare for the next day, organizing their workspaces and ensuring that all equipment is ready for use. Finally, they set up any automated system checks or updates that need to run overnight.

Working in IT help desk support is an exciting and dynamic career that requires a blend of technical skills, patience, and excellent communication abilities. A typical day in this role is filled with challenges, but it’s also filled with opportunities to learn and make a positive impact on the technology landscape of the organization. If you’re passionate about solving problems and helping others, a career in IT help desk support may be the perfect fit for you.