Help with my front role job

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Hi team I am just wondering if anyone knows of any good websites which can help me in my role as a front/first line support analyst ?

 

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Well that really depends what kind of information you are after, could you be more specific?

Operating Systems?
Networks?
Security?
Soft Skills?
Application Troubleshooting?

Give us an idea and I'm sure we'll be able to point at something..

 

Operating Systems? Right now Windows XP the company looks to be rolling out windows 7 though next year
Networks? Not my strong point and usually i assign staight to 2nd line after basic checks but we support users all over the UK who work for us
Security? Again not to sure
Soft Skills?
Application Troubleshooting? the company just introduced Office 2010 what is rolling out through out the company so some info on this would be great ?
We also use Cisco VPN Client


I am hoping to get some information on some quick fixes we dont do anything to technical (as being on front line we try to have an average handling time of 3 - 5 minutes) so maybe a site with some basic front line support tools, or quick known fixes would be cool

 

And there we go, I commited the first troubleshooting sin, a leading question.

I should really have just asked "What areas are you look for information in?" instead of listing those specifics.

A few that are on my bookmarks for quick reference are:

MS Technet Search: http://technet.microsoft.com/en-gb/ms772425.aspx

Petri Knowledgebase: http://www.petri.co.il/

Windows Stop Codes: http://www.aumha.org/a/stop.php

They're about the most generic ones I can suggest, everything else becomes very topic specific, hopefully others can share some more.

 

Thanks for your help sorry in taking my time to respond

 

In regards to your company rolling out Office 2010. id simply say look at whats change in 2010.

http://technet.microsoft.com/en-us/library/cc178954.aspx

The same goes for when win 7 is rolled out through your company. If a user has to deal with a new way of doing a task they do all the time, the majority of issues they log at first will probably be down to not being able to find a certain feature, or option within the new application and not knowing what the changes are for IT staff can send you looking down the wrong road, when the fix is simple.


AS for the other Helpdesk things, its hard to say without knowing what enviroment your working in. But what I would say is, any issue that you do have to pass on...........take time to read the updates/resolution in the call when it comes back. Even if only bits and bobs make sense to you, you will be gaining knowledge which will help either to provide a solution to the problem when it happens again, or at least provide a better call to pass on to the 2nd line support guys and if you dont understand something in an update - ask the person who fixed the issue, rather than just telling the user................Yeah your issues been fixed