Question by Spunkfight: What is the career ladder for an IT Professional starting out in desktop support?
I am about to start studying the CompTIA A+ certificate to get a job in 1st line support. after that I hope to progress to 2nd line support. What could my options be after that and what sort of doors will they open up for me?
Answer by Don
One possible path may be:
Start at 1st line support and show your efficiency by meeting business goals – satisfied customers, efficient call handling to reduce queue lengths, etc.
Getting recognized as skillful at that level may be what gets you to a 2nd level support, where you can even show better that you are able to meet the business goals.
From there, you probably have a chance of becoming a team leader and managing the call handling rather than taking all calls yourself. Proving you can provide efficiency will look good at this level, and that you can manage resources.
From that you have showed leadership skills and business acumen, and you would then be eligible for many operations-based positions.
What do you think? Answer below!