I'm so happy people like you exist. It's so very hard to get into IT. Entry positions are always a gamble for employers, but how else are the new guys gonna get experience? Thank you, genuinely.
Thankyou so much cobuman for your videos, a while back I watched a few of them right before contacting a company about a job offer they had. They asked me questions which I'd only just learnt answers to through watching your videos 30 minutes prior. I am now starting that job on Monday, and I must say that I am very thankful as I may not have had the knowledge I do now if it weren't for you!
@@balkajian Damn. Times have changed massively. At the job I took, I stayed there for roughly 9 months until pivoting into a new internal startup team. The startup was an absolute sh** show but I was able to learn so much about business, computers and programming. I stayed there for a year and a half until the ship started sinking. Now I work as a contractor and at an international telco and live quite comfortably. I must say I owe a lot to this video as it was the first stepping stone for pushing me in the right direction.
@lochlannyeal That's a good improvement, so you suggest to start our first IT job as help desk/IT support? And I'm trying to apply for these jobs but it's hard man
@@balkajian Yeah I would say that's a good shot to be honest. If you know there's an area of IT you'd like to specialise in and can get in to that area directly then try that but if you're looking for an "in" to IT, then help desk/IT support goes a long way and you will learn a lot from it. I'd suggest to take note of what you learn and when you find yourself beginning to "know it all" then begin your search for another more senior or specialised role.
@@balkajian I’m got that job back in 2021, but I didn’t last because I couldn’t meet the standards. It was a call center job and it was too fast paced and overwhelming for me.
it seems super easy for me as IT Hardware Specialist fresh after trainee, about to have my interview on Friday for a Help Desk job, hope it will be so clearly understandable like your introduction. 👍
Starting an it job tomorrow, thank you for the knowledge share man, you have earned a sub and after about a month or so I will update this post to how much it has helped me. (Oct 30 original post date)
Although I don't have direct experience as a Helpdesk/Desktop Engineer all those issues I was able to do by myself. Google and YT helped too. All those tickets should be easily done and resolved by customers. Anyways good video.
You would think that, but reality is otherwise. You have no idea how little regular computer users know. I don't work at a help desk job, but have done help desk duties. Its insane how many people don't understand how to push a power button or don't realize that their printer needs paper to print. Yep. I wish I were exaggerating, but I'm not. I work as an IT tech for a school district and have dealt with those tickets.
Hey, Cobuman. I hope you are doing well. I went through your all of of videos, want to land my first job in IT and confused between helpdesk/desktop support/IT support designation. Please make a video about this. 😊😊
Sure, I could make a video about it. The simple answer is that Help Desk typically is front line support like a call center. Desktop Support can mean hands on computer and software deployment, but it can mean IT support in general which includes System Admins.
Thanks cobuman for the video. This is a great video especially for those who trying an entey level it job. Please consider doing a video on imaging because this is something im trying to learn. Also, imaging its part a requirement of a entry level it job description. Thanks in advanced
I'm glad you like it. I have a couple of videos on that topic. Thanks for the topic idea I will make one of those as well. 1. Windows 10 clean install: th-cam.com/video/4wKitW_Cn4E/w-d-xo.html 2. Install OS on 100 PCs: th-cam.com/video/BQK6ZwiQkc4/w-d-xo.html
Sure thing. Yea, it can be used with any tech support really. It has very similar functions as any other ticket tracking system; just different GUI. Hey, I just released a NOC Interview Questions video: th-cam.com/video/Rtuyl8e-YTY/w-d-xo.html If you have time to watch please let me know what you think.
Hello, Mr. Cobuman, first of all thank you for your very informative video. I am a new IT support helpdesk who has just graduated. My question I would like to know if there is any free ticketing program or software on the internet with all the questions imaginable as an IT Support Helpdesk that could help me practice to perform better at work ? Thank's for your precious help !
In my job, we expect our end-users to create tickets so that us techs know who needs tech help. It makes it much easier for us to organize our work. However, if there is a serious problem with the user's device, say they can't even turn on their computer and they call our helpdesk, we create the ticket on behalf of the end-user.
hello sir im form indonesia 🤝maybe i was really late here but thank you so much for this educational video, so umm i see that this program called JIRA right? based on your explanation, is it right if i assume this program called JIRA is for mediator between client and the technician? so after making a ticket in JIRA the client can get help from level 1 or 2 or 3 technician to solve their problem right?
You don't have to take calls being a Tier 1 help desk support? I am looking towards IT degree since I have worked in financial services for the last 6 years. I get bad burnout due to back-to-back calls, if IT support doesn't require back-to-back calls, I would love such a technical position.
Every organization and job role will be different. You may do support over the phone, remotely over a remote control software or in-person or any combination. Just depends on the specific job. I work in K-12 IT. We try to do as much support as we can remotely, but there are somethings that have to be done in-person or are otherwise much easier to do in-person. Things like simple password resets we can do quickly and over the phone.
I had a question, what’s the purpose of a Windows server and how would I use it at home, I bought a desktop Pc so I can build my mini IT lab at home, so if you can explain Windows server and how I would use it at home. My other question is that how wouid I use active directory at home like can I make it possible to disable a website for a user for example like my siblings or someone.
ty so much this was very helpful. I have A +, Network + , and a mechanical engineering degree and an associate degree in data processing and I can't get an interview for an entry-level help desk position. This will most definitely be added to my resume. It seems as if you need experience to get an entry-level position but how do you get experience without the job. I'm going to go to an employment agency and have them try to find a job. i will go thru your playlist to look for more entry level skills. can you create a playlist for entry level help desk skills ? much appreciation for your hard work and efforts in putting these together.
My pleasure. 👍😁 I think you have the right idea. To get some experience it's best to go with contracting companies that help you get hired. Here is my playlist on Help Desk that covers many things: th-cam.com/play/PL4jgQJG6eMDNLLqjWeFG-VhtmvtN0wGbI.html
This is my first year in iT. Im very experienced im currently in a cyber ops class. Trying to become a data entry clerk. Any good advice for me thanks im a sponge has always.
I might have missed it. I thought you said someone else could also be working on the ticket as well. Once you say you were working on a ticket someone else can also work on the ticket?
Yea, if you don't assign the ticket to yourself right away it will show up as unassigned in the queue as if nobody is working it... in the meantime someone else can see that and pick up the ticket. Now you have two people working on it... :)
This is training video on how to use a ticketing system. All users/customers are fictional and example tickets are based of real world issues. Of course, in a real business environment anybody can submit trouble tickets through the ticketing system as intended.
cobuman will you be Able to make one on remedy because I just had an interview for a job and they asked about remedy. I would really love it if you could possibly make one for remedy
today i got rejected because they said i don’t have hands on experience. how am i going to add some practice project experience on my resume in order to get more interviews opportunities.Frustrated…That they didn’t even give me chance to start with, just basically give me a NO based on my experience was all related to customer service ,retail jobs.
Customer service is very important experience in Help Desk. You can put down experience doing practice labs. For example, you can install virtual Windows OS on your computer and follow along with some videos. To me, that counts as experience. There are a lot of jobs out there, I'm sure you can get one.
What is the name of this software? I have been task with the responsibilities of finding some IT ticketing software. Can anyone suggest at least 2 more software that I can use for IT ticketing, assignments, statistics/end on month report, remote response from within the software etc?
hey cobuman, is there an email we could contact you through???? do u have videos based on websites issues such as ( can't access web, web page not loading and etc.) most common issues users will come across to ???? thanks in advance for the response I hope u make another part for the Ticketing system. i learned a lot. i appreciated for the video.
cobuman thanks for responding Btw could u please make an update video on “ format handling phone calls”???? Also, mention they type questions to ask en user whenever there is an issue or just generally a phone call?????
Learning IT Ticketing System for Tier1 Help Desk
My equipment: www.amazon.com/shop/cobuman
Like on Facebook facebook.com/cobuman
cobuman: can you tell me any good resources I can use to do small projects. On computer. Projects meaning like some hands on activity.?
@@ISE_NXTGEN My Help Desk Playlist has bunch of follow along stuff: th-cam.com/play/PL4jgQJG6eMDNLLqjWeFG-VhtmvtN0wGbI.html
Thanks 🙏🏾
I'm so happy people like you exist. It's so very hard to get into IT. Entry positions are always a gamble for employers, but how else are the new guys gonna get experience? Thank you, genuinely.
My pleasure. I wish you good luck in job search; I'm sure you will get it with hard work and persistence. 👍
Thankyou so much cobuman for your videos, a while back I watched a few of them right before contacting a company about a job offer they had. They asked me questions which I'd only just learnt answers to through watching your videos 30 minutes prior. I am now starting that job on Monday, and I must say that I am very thankful as I may not have had the knowledge I do now if it weren't for you!
My pleasure. 😁 I'm glad to help. I wish you good luck on new job.
updates
@@balkajian Damn. Times have changed massively. At the job I took, I stayed there for roughly 9 months until pivoting into a new internal startup team. The startup was an absolute sh** show but I was able to learn so much about business, computers and programming. I stayed there for a year and a half until the ship started sinking. Now I work as a contractor and at an international telco and live quite comfortably. I must say I owe a lot to this video as it was the first stepping stone for pushing me in the right direction.
@lochlannyeal That's a good improvement, so you suggest to start our first IT job as help desk/IT support? And I'm trying to apply for these jobs but it's hard man
@@balkajian Yeah I would say that's a good shot to be honest. If you know there's an area of IT you'd like to specialise in and can get in to that area directly then try that but if you're looking for an "in" to IT, then help desk/IT support goes a long way and you will learn a lot from it. I'd suggest to take note of what you learn and when you find yourself beginning to "know it all" then begin your search for another more senior or specialised role.
The power of online learning with a tutor like you. It was amazing session and great explanation in lucid and comprehensive way.
I'm glad you enjoyed it.
This really helps, thank you, sir! I start my first IT job as a help desk specialist next Tuesday. Now I know what to expect. Keep up the great work!
Congrats! I'm glad these types of videos are helping people. Good luck with your new job. Take care.
@@Cobuman They sure are! Thank you! 🙏🏾 You take care too!
On a scale of 1 to 10 where would you rate this as far as how much it helped for when you started
updates
@@balkajian I’m got that job back in 2021, but I didn’t last because I couldn’t meet the standards. It was a call center job and it was too fast paced and overwhelming for me.
starting as a Helpdesk Technician 1 on August 12, thank you for this!
My pleasure. Congratulations on the new job.
Thank you for ALL lessons, well done.
My pleasure. Thanks!
Present !!a big fan of your channel. Just discovered 2 days ago. Thank you!!
Awesome! Thank you!
it seems super easy for me as IT Hardware Specialist fresh after trainee, about to have my interview on Friday for a Help Desk job, hope it will be so clearly understandable like your introduction. 👍
Best of luck!
Bob, Itsaboy...a classic lol back then from the commericals
Thanks this was great information to see what im up against. Im going for my CCNA in a few months.
Best of luck!
Starting an it job tomorrow, thank you for the knowledge share man, you have earned a sub and after about a month or so I will update this post to how much it has helped me. (Oct 30 original post date)
Sure thing. Congratulations on the new job.
@@Cobuman thanks man, thanks for the help!
Cobuman, even better than superman!
😁That's funny.
This is GOLD! Thank you!
My pleasure.
Absolutely helped me alot thank you so much 😮 much appreciated 😊
Great work. Thank you for your videos.
Thanks! I'm glad you've liked it.
Although I don't have direct experience as a Helpdesk/Desktop Engineer all those issues I was able to do by myself. Google and YT helped too. All those tickets should be easily done and resolved by customers. Anyways good video.
You would think that, but reality is otherwise. You have no idea how little regular computer users know. I don't work at a help desk job, but have done help desk duties. Its insane how many people don't understand how to push a power button or don't realize that their printer needs paper to print. Yep. I wish I were exaggerating, but I'm not. I work as an IT tech for a school district and have dealt with those tickets.
Good video, learned the basic, any other videos about Jira ticket system?
Pretty much all of my Help Desk videos use Jira, but I have some on ServiceNow as well.
@@Cobuman thank you for the info. I’ll
Check out
Great Teaching
HI Cobuman. Do you have video for Cherwell ticketing system. Please let me know thanks.
Hello. Sorry, I'm not familiar with that system. If you learn general knowledge about ticketing systems you should be fine with that one as well.
It's Really Awesome, Thank you so much.
Glad you like it!
Hey, Cobuman. I hope you are doing well. I went through your all of of videos, want to land my first job in IT and confused between helpdesk/desktop support/IT support designation. Please make a video about this. 😊😊
Sure, I could make a video about it. The simple answer is that Help Desk typically is front line support like a call center. Desktop Support can mean hands on computer and software deployment, but it can mean IT support in general which includes System Admins.
Thanks cobuman for the video. This is a great video especially for those who trying an entey level it job.
Please consider doing a video on imaging because this is something im trying to learn.
Also, imaging its part a requirement of a entry level it job description.
Thanks in advanced
I'm glad you like it. I have a couple of videos on that topic. Thanks for the topic idea I will make one of those as well.
1. Windows 10 clean install: th-cam.com/video/4wKitW_Cn4E/w-d-xo.html
2. Install OS on 100 PCs: th-cam.com/video/BQK6ZwiQkc4/w-d-xo.html
thank you bro that was awesome
My pleasure. Thanks.
Thanks for such a great vid !
My pleasure!
thanks for this great video!
can we use this ticketing system in network operation center environment?
Sure thing. Yea, it can be used with any tech support really. It has very similar functions as any other ticket tracking system; just different GUI. Hey, I just released a NOC Interview Questions video: th-cam.com/video/Rtuyl8e-YTY/w-d-xo.html If you have time to watch please let me know what you think.
Awesome video! Are all your help desk videos relevant to current help desk situations/info?
Yes, absolutely
thank you
my pleasure
Hello, Mr. Cobuman, first of all thank you for your very informative video. I am a new IT support helpdesk who has just graduated. My question I would like to know if there is any free ticketing program or software on the internet with all the questions imaginable as an IT Support Helpdesk that could help me practice to perform better at work ? Thank's for your precious help !
Yes, it's called ServiceNow. Here is my video: th-cam.com/video/5zN2VTg9wUQ/w-d-xo.html
whos the one that makes the report ticket? the it guy or the user?
usually the users, but IT guy can make them when user calls.
In my job, we expect our end-users to create tickets so that us techs know who needs tech help. It makes it much easier for us to organize our work. However, if there is a serious problem with the user's device, say they can't even turn on their computer and they call our helpdesk, we create the ticket on behalf of the end-user.
Perfect
Thank you very much.
greet video. thanks alot
Sure thing.
hello sir im form indonesia 🤝maybe i was really late here but thank you so much for this educational video, so umm i see that this program called JIRA right? based on your explanation, is it right if i assume this program called JIRA is for mediator between client and the technician? so after making a ticket in JIRA the client can get help from level 1 or 2 or 3 technician to solve their problem right?
You are fine. This system is called Jira and some companies use it as their ticketing system. Most companies use ServiceNow.
@@Cobuman alright thank you so much for your time sir 🤝
You don't have to take calls being a Tier 1 help desk support? I am looking towards IT degree since I have worked in financial services for the last 6 years. I get bad burnout due to back-to-back calls, if IT support doesn't require back-to-back calls, I would love such a technical position.
Depends where you work. Some have less calls and some more, and some are chat only.
Every organization and job role will be different. You may do support over the phone, remotely over a remote control software or in-person or any combination. Just depends on the specific job. I work in K-12 IT. We try to do as much support as we can remotely, but there are somethings that have to be done in-person or are otherwise much easier to do in-person. Things like simple password resets we can do quickly and over the phone.
I had a question, what’s the purpose of a Windows server and how would I use it at home, I bought a desktop Pc so I can build my mini IT lab at home, so if you can explain Windows server and how I would use it at home. My other question is that how wouid I use active directory at home like can I make it possible to disable a website for a user for example like my siblings or someone.
Here is my video that explains Server/Client model: th-cam.com/video/2_tdCadrEFU/w-d-xo.html
ty so much this was very helpful. I have A +, Network + , and a mechanical engineering degree and an associate degree in data processing and I can't get an interview for an entry-level help desk position. This will most definitely be added to my resume. It seems as if you need experience to get an entry-level position but how do you get experience without the job. I'm going to go to an employment agency and have them try to find a job. i will go thru your playlist to look for more entry level skills. can you create a playlist for entry level help desk skills ? much appreciation for your hard work and efforts in putting these together.
keep this up and you may become the professor messor for entry level training of it workers.
My pleasure. 👍😁 I think you have the right idea. To get some experience it's best to go with contracting companies that help you get hired. Here is my playlist on Help Desk that covers many things: th-cam.com/play/PL4jgQJG6eMDNLLqjWeFG-VhtmvtN0wGbI.html
This is my first year in iT. Im very experienced im currently in a cyber ops class. Trying to become a data entry clerk. Any good advice for me thanks im a sponge has always.
I might have missed it. I thought you said someone else could also be working on the ticket as well. Once you say you were working on a ticket someone else can also work on the ticket?
Yea, if you don't assign the ticket to yourself right away it will show up as unassigned in the queue as if nobody is working it... in the meantime someone else can see that and pick up the ticket. Now you have two people working on it... :)
@@Cobuman Thank you for the clarification. It was really informative.
@@danchampagne5014 Sure thing.
What is the name of this ticketing tool?
Jira
Thank you so much perfect explain perfect video ❤️👏🏻👏🏻👏🏻😘😘😘
😁I'm glad you enjoy them.
@@Cobuman your Chanel is for me a big gift thank you so much ❤️❤️❤️❤️👏🏻👏🏻👏🏻
The Video is awsome! Thank you so much :)
My pleasure. I'm glad you like it. 👍
I am very confused. Are you creating the ticket based on customer perspective or the IT admin ?
Cobuman do you know connect wise automate?
I'm not familiar with that. Is that a ticket system?
And also, can the customers create a ticket as well? Is it for just IT organizations?
This is training video on how to use a ticketing system. All users/customers are fictional and example tickets are based of real world issues. Of course, in a real business environment anybody can submit trouble tickets through the ticketing system as intended.
Good. by the way which ticketing software you are using in this video ?
This one is called Jira.
Is this a remedy ticketing system?
No, this is Jira ticketing system.
cobuman will you be Able to make one on remedy because I just had an interview for a job and they asked about remedy. I would really love it if you could possibly make one for remedy
today i got rejected because they said i don’t have hands on experience. how am i going to add some practice project experience on my resume in order to get more interviews opportunities.Frustrated…That they didn’t even give me chance to start with, just basically give me a NO based on my experience was all related to customer service ,retail jobs.
Customer service is very important experience in Help Desk. You can put down experience doing practice labs. For example, you can install virtual Windows OS on your computer and follow along with some videos. To me, that counts as experience. There are a lot of jobs out there, I'm sure you can get one.
which ticketing system is this?
This is Jira. I have videos on ServiceNow as well.
What is the name of this software? I have been task with the responsibilities of finding some IT ticketing software. Can anyone suggest at least 2 more software that I can use for IT ticketing, assignments, statistics/end on month report, remote response from within the software etc?
jira
This is Jira platform?
Yep
nice video
Thanks Eddie!
Present👍👋
😁I see you. ✋
What is the name of the ticketing system
It's called Jira.
👍
hey cobuman,
is there an email we could contact you through????
do u have videos based on websites issues such as ( can't access web, web page not loading and etc.)
most common issues users will come across to ????
thanks in advance for the response
I hope u make another part for the Ticketing system. i learned a lot.
i appreciated for the video.
Here is my Help Desk Playlist that has a lot of helpful videos: th-cam.com/play/PL4jgQJG6eMDNLLqjWeFG-VhtmvtN0wGbI.html
cobuman thanks for responding
Btw could u please make an update video on “ format handling phone calls”????
Also, mention they type questions to ask en user whenever there is an issue or just generally a phone call?????
@@41449666 Good idea. I will put it on my to do list. Thanks.