Do I work in helpdesk support or desktop support?

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Lol I have no idea, I work in a small team of 5 people, we pretty much deal with all the internal users in the organisation, there isn't really another team above us, we deal with anything that comes through the door. Is this classed as helpdesk? or desktop support? is there even a difference? If something to hard comes in I will pass it on to someone more experienced in my team but my main role is setting up users in AD, troubleshooting software and hardware issues.. thats pretty much the bulk of it, if it's to do with network issues I tend to not get involved if it is more complex than replace a cable/update a driver.

 

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I would call it 3rd line support as mainly 2nd and 1st do the harder and networking stuff. Helpdesk is where you sit and try to resolve issue over the phone by telling the user to turn it off and turn it back on again.

 

Im sure 3rd line do more complicated work than 2nd and 1st..

 

Indeed, what you describe is standard 1st/2nd line helpdesk.

 

yeah I got it the wrong way around, my heads a little messed up tonight.