I read a lot of posts these days about folks who are celebrating their graduation from helpdesk roles into more technical positions. I’ve noticed a lot of common traits in the folks I’ve personally seen make the jump from helpdesk to other roles. Some of these traits have to be learned; others, practiced. Some of these may be a complete pivot from where you are. If you want to make the leap, here is a good list to start with.
Be reliable
In a competitive job market, you have to be reliable. Obviously, there will always be things outside of your control that make things difficult, but there are also always the folks who transcend those setbacks. We all have co-workers who fit into the reliable and not-so-reliable categories. You know the ones you can depend on when they say they will do something and those whose word means bupkis. Reliability is a requirement for those looking to advance. At a bare minimum, this means showing up on time for your job with incredible consistency. Do what it takes!
Have limits and boundaries
Folks who traverse roles will have boundaries when it comes to most things. For example, if a customer on the phone needs you to walk them through, say, a RAM replacement and you absolutely know how to do it but realize that it will take a significant amount of time (and you can see the average wait time ticking up), you’ll need to politely decline to assist further so you can get back to the queue. Things might be different if it’s an incredible slow time, but something like this is completely out of scope of what you’re expected to do.
Similarly, if your boss looks for volunteers to cover a shift that you are not scheduled for and asks you personally if you can cover (and you have zero interest in doing it), you say that you are unavailable. Do not make excuses, fabricate lies, etc. You say, “I am not available at that time. Sorry.” Full stop. Remember that it is not your job to provide coverage at all times – it’s your boss’s. You will need to respect your time first if you expect anyone else to respect it.
Further, if you are asked to stay late for something and you do not want to for any reason, say that you are not available. You do not want to be the employee who always bends over backwards to meet someone else’s goals or needs at the expense of your own. Agreeing to elective things that you do not want to do will make you loathe your job and your boss or bosses. It is okay to say no.
Be constantly learning
Successful folks in any role will always be learning something new. This could be a mastery of something they use every day (if you pick up a scripting/programming language, you can always learn something new to do with it). It could also be something as simple as learning more about the organization you are apart of. If you want to keep moving, you’ve got to keep learning.
Most of us work with at least one person who seems content with whatever position they are in. This person might even be amazing at their current job. But you can tell whether or not someone is looking to keep moving up, and there is almost always at least one person who is happy to retire in their current job. If you don’t want to do that, learn ways to differentiate from this person (though that person is almost certainly a great resource in how to get your current job done).
Be patient
This was probably the most difficult for me personally to deal with. I’m an impatient person, but have learned that rushing things or being impatient at times is only making things worse.
The saying goes: All things come to those who wait. There will be many times when you want to skip right to the next chapter, but it’s just not possible most of the time. You need to become good at your current job before you can be expected to move to another job. Don’t rush it. Take the time to find someone who can help you move on to the next chapter or help you master your current role. Don’t try to hop off the phone or close that ticket as quickly as possible. “Haste makes waste” was a phrase my elementary school teacher would use. It’s some of the wisest words that I (of course!) shrugged off at such a young surly age.
If you have greater career aspirations, don’t bombard anyone who will listen to them. Being patient will require you to keep working toward that goal at any pace. If you know you want to be a director of IT or CIO one day, that’s great! Don’t let that aspiration be a distraction from the work you have to do today, or worse, make you feel like you are above your current duties.
Do the work that no one wants to do
Often times, the folks who will do the things that everyone else eschews will traverse the ranks. The short of it is that if you will do things that make your boss look good, you will always go far. Every boss I’ve ever had will gladly keep you around if you make them look good or make their job easier. (Note: letting your boss walk all over you or demand more of your time on a whim is not what I’m talking about here.) When you pick up the tasks that no one else seems to want to do, people will notice.
Got that one problem user who calls in like clockwork every so often? Offer to take that call. (Bonus: learn techniques to relate to the user instead of simply being a punching bag for their frustrations. Sometimes people just need to be understood and heard for them to feel helped.) Got that printer ticket that everyone avoids? Just take it and figure it out. If it’s a junk printer, now you now what the problem is!
This is the kind of work that your boss will definitely notice at review/raise time.
Strive to be the best on the team
It’s no secret that top performers in any job are the ones who will make the most moves. There are certain things that only experience and time will teach you (see the section about patience above!) but there are many other things that determination will be all you need. It all starts with intent.
This isn’t about ticket count or number of issues solved; this is about who other people turn to on the team when they need help, or who gets asked for the high priority/visibility issues. If your boss can count on you when it matters, that’s a great thing. The best folks will almost always go farther than the mediocre-to-less-than-great folks will.
Break things into manageable chunks
If you have a big, seemingly insurmountable task thrown at you, break it down into things you can do. Even if it’s just something that takes a ton of time – break it down into smaller chunks that take a reasonable amount of time. Too many folks will scoff at a large goal or task because it seems to be “too much work” or take too long. Break it into smaller chunks, and make progress on it. Simple as that.
Spot trends
You will be an invaluable member of your team when you can spot a larger problem as it starts to happen. Keep your eyes out for larger issues across the organization so you can get ahead of them and save the day for your team/company. Being proactive on issues before they reach critical mass will save you and your team a lot of work. Try to always keep your eyes looking for bigger picture issues for the company or team.
Take ownership
Do not make excuses or blame others, especially for things that are your fault. Taking ownership of your own mistakes is just part of what makes a great employee; you also need to learn from them. Taking ownership of issues or problems is also very important. This is what it means to be a finisher.
This does not necessarily mean that you hog the spotlight when you do something great. Owning something from start to finish seldom happens in a vacuum. Make sure you fully recognize anyone who helped you along the way when it comes time to receive praise or recognition. In fact, you should typically over-emphasize others’ contributions to your efforts or success. Contrast this directly with someone who takes all of the credit when they had only a small part in the success of a project or initiative. (You know the person in your company who does this…)
Every successful helpdesk expatriate I’ve known has done most or all of the above to supercharge their career and mobility. What are some other things you’ve done that have made you successful? Or what are some other things you’d need help with in your IT career? Leave a comment below.