In our final piece of the Mike McBride interview series, we talk about the advice Mike would give to folks thinking about starting a career on the Help Desk, and the best advice he ever received. If you'd like to check out the other parts of the interview, you can read part 1, part 2, or part 3.
Phil Gerbyshak: What advice would you give for people thinking about starting a Help Desk career?
Mike McBride: Get involved with people, learn about people, and learn how to communicate with people. I don't know what it's like in a large call-center type of help desk, where you deal with people you don't know at all, and frankly, I don't know that I could work in that kind of situation, but in our organization the most important thing I did when I started was talk to people.
In order to really support users, you need to have some idea of what they do. Sometimes, the best thing you can do is come up with creative ways for them to get their jobs done. You can't do that if you don't have some idea of what they do, and that's the sort of interpersonal skills that you can learn only through practice. Most people who go into technology tend not to be very outgoing, myself included, but in order to really excel at given support, any kind of support, not just tech support, you have to get yourself in their shoes. You have to work at being more than a techie that no one understands, you have to be on their side, one of them.
Another piece of advice, get involved in tech groups, whether in person or on-line. A group of tech workers has more knowledge than one has alone. I've learned more about technology by having a blog, and being part of that community than I could have possibly learned on my own.
Phil Gerbyshak: Great advice about the user groups Mike. The best one I've found is HDI (formerly Help Desk Institute). I sit on the board for the Milwaukee chapter, and I can tell you that NOTHING has been more fun, and more informative, for my Help Desk career, than my involvement with HDI.
Phil Gerbyshak: What's the best advice you ever received?
Mike McBride: The best advice I ever got was two days before my 30th birthday. A friend told me to enjoy turning 30, because that was the age he realized one very important thing. By the time you reach the age of 30, you can simply stop trying to be everything other's wanted you to be and decide on your own path. (Actually, what he said was "you couldn't have screwed up your 20's any worse than you did and still be alive, now that you're turning 30, figure out what you want your life to be and then do it.", but that's another, much longer story..)
Phil Gerbyshak: Anything else you'd like to share Mike?
Mike McBride: I think I've done quite enough. :) But if you or anyone else has any follow-up questions, feel free to email me.
Phil Gerbyshak: Thanks so much Mike. Now go check Mike out for more great Help Desk tips and tricks, and soon, an interview with yours truly about Help Desk Management.
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