201 Class 03: Introduction to Help Desk Support Roles - nataliabdallah/codefellows-ops-reading-notes GitHub Wiki

What role does the help desk professional play within an organization, particularly in relation to customers?

The Help Desk Professional is the face of the entire oraganization and customers make their judgment on a Company based on this interaction

I went through several courses to promote in my previous job with an emphasis on soft skills showing statistics how companies will put their money on someone who has soft skills because you can always train them in the hard skills. But when you're dealing with a very stubborn bad tempered grown adult, it is much harder to mold that person and get them to acknowledge the need for soft skills, especially when they are the top of their field. This type of employee is usually a detrement to the company. Atleast, this is what I observed at my previous job

The amount of cyber attacks on individuals and organizations have tripled, leaving companies to either be completely analog, or take a good chunk out of their budget on Cyber security. Employees that have been trained to recognize risks and vulnerabilities are more likely to recognize attack when they occur

Writing a report after solving the problem is a huge part of the job of an IT Professional. It is important to document using proper terminology in order to be categorized and searched accurately.
Critical Thinking is a necessity in the IT field because many times the problem the client has is not a standard procedure that the IT proffessional has been trained in a step by step process like a surgery that a surgeon performs. Often times, the problems are unique and different that have similarities. THe IT professional needs to have the ability of knowing what to do if they don't have flow charts for a particular unique problem

The hard skills for cyber security, how to use bash, and other shell applications that will make my job faster and easier