Helpdesk Professionals in India

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What does Helpdesk professionals do and what can they do differently? This is an important topic in today’s world where many IT professionals get stuck with their day to day jobs, do research, troubleshooting, try different things and go home. The reason why I can relate this topic is because I had been an IT Helpdesk Engineer and it was very difficult to find motivation. Especially in India, it is mostly a night shift job which is another challenge.

In India, getting a Helpdesk Job in a top IT company may not seem very difficult if someone is good with his/her communication skills. Having said that I don’t mean to say it is very easy. For some reason I have figured out a way to get in with some of the top IT companies, but is getting a Helpdesk job enough?

That is a million dollar question which IT professionals have to ask themselves to succeed in their careers.

As I mentioned, in India it is a very common and available position of an IT Helpdesk Engineer or Technical Support Engineer or similar roles which doesn’t need any introduction to an average IT Professional. The challenging part is not getting a job but finding motivation and interest in the job while doing night shifts.  The shifts usually starts at 5.30pm in the evening for US customers, around 2am for Australia and New Zealand customers and most of the IT consultants want to finish their tickets and go home. Forget about finding motivation or interest, most of the consultants don’t even know what they are doing. They would seek help from a mentor, understand how to work on a tool and there goes the ticket resolved or sent to dispatch team if it is a hardware issue. This is not to offend anyone but I had been one of them too for many years.  Dealing with cross culture customers are other challenges but I guess that is becoming easier these days with different kind of training systems in some of the big organizations.

Solution: A consultant should understand that technology is an important part too and they should keep in mind that constantly should be learning more and more. For example, if we get an issue which is related to Operating system, we need to try and find out the root cause to find a solution. Getting a solution from Google might be easy but try digging deep into it and understand what caused it and keep a separate document for your personal knowledge. Try to visit your document atleast a week or month so that you don’t forget the issue and troubleshooting step you performed. Similarly, whenever we get a new technology or product launched, read different TechNet articles  and blogs from which we are atleast aware of what is happening around us other than the normal troubleshooting tasks involved.

In addition to these, it is a good idea to create a personal lab where you can do hands on practice on some of the new technologies where you are NOT working on. For example, if you are working on a Windows environment, create a lab with Linux environment and keep trying different things.

To conclude, I would say that most of the Helpdesk professionals remain in the same position for a long time because they keep doing the same thing and switch jobs due to a higher pay without any other major reason. Motivation is internal and that interest should come automatically. Do not worry on the shifts in which you are working, what matters most is what and how much you are learning.



Iam a Microsoft Certified IT Professional with certifications in Active Directory, Network Infrastructure and Server 2008. Apart from passion for learning new technologies, I speak German and very much interested in sharing my knowledge, whether it is German or Information Technology.

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