Originally Posted by JayzOnMyToes @WorldGoneMad
I don't think there is nothing wrong with help desk or desktop support a lot of people in the IT industry look at the help desk as an entry level positon which it really isn't. It takes some really good troubleshooting skills and customer service skills to do that job on the daily. Plus its your first line of support for your company for employees to call when they are having IT difficulties. Its a must needed role but its severely underpaid. I wish folks at help desk and desktop would protest and show these companies that cant run a network without them.
If the help desk position has potential for growth than stay. I saw a guy start at the bottom of the help desk stayed for a couple years next thing you know he was the manager of it.
I have Net+ and I would say its is worth it to understand how a network runs and talks before you should learn how to secure it. The more knowledge the better.
I'm sorry but I have to disagree with a lot of what you said here and here's why:
First off I've been working in the IT industry for 15+ years and most of it has been help desk, desktop support, and even sys admin & sys engineer jobs.
Help desk (call center environment) jobs: It is rightfully viewed as entry level as entry level tier 1 because like you said that person in that role is the 1st line of support. Most people who enter these jobs are usually are starting out in they're careers and are looking to add something to they're resume or are looking to get they're foot in the door with the company.The biggest problem I have with this type of work and why I'll NEVER go back to doing it is because the work environment is always terrible. It's a micro managed job, it's stressful because the person is always dealing with meeting certain stats, being audited, & reviewed on your calls, 70% of the time in this job role is more customer service related and pleasing the people you support instead of actual trouble shooting over the phone or remoting into a persons pc to try and resolve whatever issue they have. But mainly just being on the phone & sitting at a desk or cubicle for 8 or 10 hours a day just sucks and is so un healthy.
The #1 reason why this job is underpaid and is not valued so much today is because a lot of companies small, medium, or big have gone the route of outsourcing the help desk jobs to 3rd world countries like the Philippines & India.Edited by MR J 858 - 4/25/17 at 3:13pm