Hey everyone! I've been working in helpdesk for about 6 years now, and I'm hoping to move up in my career. I have a degree in a non-tech field, and I got into IT somewhat by chance because I'm good with computers. I started as a tier 1 support agent and now I'm at tier 2. However, my networking knowledge is pretty basic, and it seems like every job upgrade requires a lot of coding skills, which I don't have. I'm looking for advice on what steps I should take. Are certifications worth pursuing? Any suggestions would really help!
5 Answers
One tip for those stuck in helpdesk roles is to stop escalating every ticket you can't solve right away. Be proactive—dive into the tickets you’re uncertain about. Sticking only to what you already know won’t help you grow.
One thing to think about is shifting your focus from just fixing problems to preventing them. Instead of waiting for issues to arise, consider how you can stop them before they do. It could really change your approach!
Find ways to learn from the system admins around you. Try to impress them by setting up a home lab and learning independently. When you start fixing issues yourself instead of escalating them, don’t forget to take credit for your successes and ask for that promotion! It's not an overnight process, but focus on your own growth and continual learning.
A great way to push your career forward is to start something on the side and actively get involved in your workplace. I used to be a Helpdesk guy and got promoted to sysadmin recently despite having no prior experience in the field. I took initiative by asking to do more than my job description. For example, when asked to set up a printer, I volunteered to access the printer server directly. It's also important to not stick with the same team or company too long if you're aiming higher!
Thanks for sharing that! I love this mindset—it really inspires taking initiative.
While moving around for new opportunities can be good, it's also worth staying in one place if your manager genuinely supports your growth. I've been at the same place for over 10 years, and I've steadily climbed up the ladder from service desk to director. It really depends on the people around you!
That's really valuable advice. I've worked at places that didn’t care about growth, so I'm glad to hear it can work the other way!
Absolutely, getting into the core fundamentals will really help. It seems like you've been in the field for a while without diving deeper into your knowledge.