Hi,
I've been supporting desktops and doing server administration for a couple of decades and have had help desk employees under my control. In my view, desktop support isn't something that you can learn from text books but more so with personal experience. In answer to your specific questions.
1. Can anyone tell me if there is a way that I can practice troubleshooting? I don't know loads of people with computers that need fixing. Is there anywhere that I can access some sort of setup, where desktop support is simulated - I.e. where I am told there is a problem with a computer, and then I go into a lab and try to fix the issue.
You don't need to know loads of people with computers that need fixing. There's people all over the world looking for help in forums just like this one. Dive in, read all of the questions in the areas you're interested in and offer any help you can. The more you do it, the more experience you gain in diagnosing and solving real world problems. Much better than a lab scenario because you also learn from other posters helping users at the same time.
Let's take an example of working for an ISP's support desk. You should know that (in most cases) the vast majority of level 1 support desk people are working from a script. They have a series of prepared questions they follow religiously, which is a constant source of frustration to folks calling for help that already have some basic technical knowledge and done everything they want to step through all over again. Reboot Windows. Turn the router off and back on. Boot into safe mode with networking. Turn everything off, unplug from the wall and then plug everything back in and so on. That's likely what you would be doing in any entry level help desk scenario. Go for it, you're probably over qualified for that type of work already.
In so far as not working from a script, one of the most challenging issues you're going to face is extracting the right information from a person that needs help. To take an extreme example, if a caller says that their screen is black and they can't see the Internet, what's the first thing you would ask them? Experience has taught me that the first thing to determine is that their monitor is actually plugged in to both the power and computer. The cables may have come loose. I struck that very problem once and it took almost half an hour to get the person to actually check the connections on the monitor and the back of the computer. You could be told that Windows won't boot up, but the real problem is that the power board their computer is plugged into has tripped its switch. This is why I say I don't believe a lab scenario would teach you much. Classrooms can only simulate problems - in the real world, things rarely work the same way as in a classroom.
I guess what I'm trying to say here is that if you already have some qualifications in IT support/systems & principles, MTA's in OS, Networking, and Security, then you're more that qualified already to apply for simple help desk positions. You speak of your lack of confidence and that's understandable when trying to break into any new field of employment. Take a leap of faith in yourself and just apply for some positions when they're advertised. If it doesn't work out, then what's the worst that could happen? You'll have learnt something from the experience and that's the most important thing.
2.Can anyone suggest good courses which would really improve my confidence, bearing in mind that money is definitely an object.
User forums just like this one. Join more than one and dive in. Doesn't cost a cent. Try your best to never suggest anything that could do harm to a users computer and only suggest things based on your own experience. The more you do it, the more you help others, the more your confidence will grow and you'll learn different troubleshooting techniques as you go.
3.Is desktop support a good way to go, or should I do something else? Can anyone tell me the best thing to get into, considering my age, and the few qualifications I have. Is software a good place to go? I have not done any programming yet.
Desktop support is mind numbing work, particularly if you're working in a specialised field and have to use a pre-prepared script. It's just a job. A stepping stone to more interesting work, but certainly not a career in itself. That's not to say it's not important work - it is. Just that you're unlikely to find it very satisfying or rewarding work for any length of time. Programming needs you to be an inventor of sorts. Many people can put together a bit of code, but if you're not passionate about it, then I don't believe that's something you can learn to do well enough to be paid to do either.
Figure out your passion. When you were doing the courses for your current qualifications, what was your end goal? What did you hope to achieve and where did you hope to end up? You will do best if you follow your passion.
I hope the above is of some help. Feel free to ask any specific follow up questions if you like.
Best, Andrew
Edited by achzone, 07 September 2021 - 08:20 AM.
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