Just finished my first full week last Friday. I’m feeling very overwhelmed and stressed out. I seriously feel like I do not know anything!! I asked one of my coworkers what I should study over the weekend and all she said was, “Microsoft.” Does anyone have any advice on where I can find information about beginners and Microsoft? Or beginners in Service Desk? I’d be extremely grateful.

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Microsoft has some free courses you an take.

I recommend taking a look at Microsoft Virtual Academy: it has a ton of great resources for beginners. You can also check out YouTube tutorials, blogs, and other online resources. Good luck and don't be too hard on yourself - you'll get the hang of it!

I’m in the same boat but we’re working from Oracle. It’s a lot to retain

My first bit of advice would be to know the environment you will be supporting. I'd get familiar with Microsoft products such as Outlook, Excel, Word etc... No one expects you to know everything about an application but because you understand a little more than the end user ringing, you should be better equipped to find out. Google is truly your friend. Google something once a day when a user asks how to do a specific task within Excel. Lastly, don't be afraid to ask for help. I always tell people it's better you say you don't know and get help rather than say you do know and panic in silence. It only becomes an issue if you ask the same question over and over week in week out, as this proves you are not learning.

Each and every helpdesk job is different, with different systems users, and applications. I've worked at desks with little to no support and you are expected to think on your feet and I've worked at desks with documentation for everything. Just remember, don't get overwhelmed you'll have the rest of your life to learn this. Good luck.

You're just starting off so it will feel overwhelming. Definitely stick it out for 6 months, by then, you will have a good grasp of how your company operates and what is expected of you. Definitely want to learn how to manage a Service Desk. Active Directory and M365 Administration is a must. Windows 10, Windows 11, Android, iOS, and whatever OSs your company may use. Just be a sponge and listen to whatever IT conversations you sit in and learn the basics of how all your infrastructure is put together, topology if someone can provide it.

Hang in there. It will get better. The first week at any job is overwhelming, and each company does things differently from the last. You got this! Trust me, you'll feel much better after 2-3 months. Your coworker is right, study Microsoft as much as you can, as Microsoft is pretty much (thankfully) the industry standard for most infrastructures. Also, know that you're going to run into a lot of issues that always seem to be new. At some point, you'll be confident enough to know how to figure this stuff out.

Learn to ask the right questions when troubleshooting the issue. The more you ask, the more you will retain when they give you the issues. Your brain will then remember these issues to the point where you will do this job seamlessly. The issues you get will always be there and will be the same issues every time when you’re doing level 1 tech support. In my experience, the books and how tos do not always resonate with real on the job issues as every environment is different.

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