Expand mobile version menu

Computer User Support Specialist

salary graphic

AVG. SALARY

$52,050

education graphic

EDUCATION

1-2 years post-secondary training

job outlook graphic

JOB OUTLOOK

Stable

Real-Life Activities

Real-Life Decision Making

Help desk professionals make dozens of decisions every shift they work. Every day, they must decide how a variety of problems and challenges will be handled.

Some decisions are easy and straightforward. But other times the right decision isn't always clear. Sometimes decisions must be made about the help desk itself.

You are an online help desk technician. You normally work the midnight shift with one other person, Fred. However, you have just been reassigned to a desk in another state. It is a temporary assignment that should only take a couple of days.

It is the night before you are supposed to leave for your new assignment. Fred calls in sick. That leaves no one on the midnight shift. Your supervisor notices that there are two new help desk professionals on duty on another floor. He assumes they are able to cover the calls.

What your supervisor doesn't know is that those two people are assigned to a specific account. They are not trained to handle the main line calls.

Your supervisor is unaware that you have been reassigned. He goes home, but leaves you a message on your answering machine that says Fred will not be in that night.

When you get the message, you realize something has to be done. No one else knows that there is no coverage for the midnight shift.

What do you do?