2.1.3 ‐ Issue tracking system - Zach-ATK/reading-notes GitHub Wiki
Begin with a statement addressing why this topic matters as it relates to what you are studying in this module.
Introduction to Help Desk Support Roles\
This article discusses some roles within the tech world, and, more importantly, the types of skills (hard/soft) utilized by people within the field and how they are used.
Answer each and every question or prompt presented in the assignment above.
1. What role does the help desk professional play within an organization, particularly in relation to customers?
- the help desk is the first line of support for users 1 The provide help resolving issues, work directly with customers, and can help making tickets for experts.
2. The article differentiates between hard and soft skills. In your culture or community, are there specific skills that are highly valued? How do they compare to the skills mentioned in the article?
- Hard Skills - absolutely, troubleshooting electronics and the ability to recall information quickly are some of the more prized skills. Soft Skills are also highly important - how professional do they communicate over radio? How well do they document actions on aircraft records/shift logs? How quickly can they train someone on a new task?
- Since my work was in electronic warfare, it aligns pretty perfectly with the skills mentioned in this article. While we didn't spend as much time on the software side, and didn't code, we had to comply with all skills mentioned.
- Because the hackers have become more intricate with their attacks. While the industry has found responses to many "old-school" threats, the number, complexity, and damages have increased at an alarming rate (something like 20% year over year)
4. How do writing skills and critical thinking skills play a vital role in the work of help desk technicians?
- As stated for my old job. Documentation is extremely important. Not only does it prep other workers with valuable information about the troubleshooting steps already taken, but it also helps explain issues to laypersons.
- Critical Thinking seems to be an all-inclusive buzzword, none-the-less provides a great metric in evaluating job performance. Not only is it a requirement for troubleshooting, but it is used within interpersonal communication to refine questions and answers into the important bits.
If there are no questions provided, summarize and explain this topic via an analogy from your previous work or home experience.
- A long long time ago, I can still remember how troubleshooting used to make me smile. And I knew if I had my chance, that I could fix that faulty ALR-69, and maybe my pro-super would be happy... for awhile.
- But February made me shiver, and with every LRU I'd deliver, no fix on the doorstep, I couldn't take one more troubleshooting step.
- I can't remember if I cried, when I read the error codes. Something touched me deep inside, the day the ALR-69 died. - but then I replaced the CPU, and everything was better.
Make a section in your notes titled Things I want to know more about, and anytime a question arises in your mind, or something catches your curiosity, note it under this heading.\
- The ways of improving soft-skill representation in one's resume.