Good day, As a desktop support tech, i come across variety of issues of course. What is very troubling is the fact that in my enviroment with literally thousands of applications running, they expect us to know everything about them. Does anyone have any ideas on how to tell users, in a nice manner, that i dont support these applications. It goes as far as MS Excel. How can I know everything about Excel especially if the end-user is an Investment Banker !!! Love my job, hate the users. Any advice on how to deal with them would be fantastic.

What did your supervisor say when you asked him/her this question? You need to reflect the corporate line in your support which is why you want them to tell you want the proper response should be. Imagine the power if you knew how to internet search

Look for another job. Below are few samples of job description/requirement for Desktop support technician position. http://www.maine.edu/pdf/0155.pdf http://www.ics.uci.edu/community/ic... http://www.careerbuilder.com/JobSee... If you telll people that you don't support this and that, you will be seen as someone less qualified for the position - especially your boss i_Xp/VistaUser

There's support inquiries & there's tutorial inquiries, what blurs the line is that in any support environment you are going to have people who will go the extra mile for a client because they are familiar with the application that your helpdesk supports & even the ones that you do not support. You need to be able to control your calls as far as the job descriptions clearly outline. If you let the client have call control over you .... it will always end ugly. Support what you can based on your training & tools supplied by your company & politely decline those you aren't trained in -- there is no shame in saying that it is not your area of expertise. As far the rep who are going to go the extra mile and misconstrue the client, unfortunately, there's not much you can do about that. Your consolation is; not one person is an expert in all aspects of computing. Even on this board, I have not seen anyone who is a regular on all the forums or even half of it ;-)

I have a son that is currently working in tech support for Kelly services. If I understand thier process they have level one support that are only trained to help with certain issues. If the query falls outside those parameters the caller gets passed on up to the next level. Your company should have solid policies concerning your questions. BTW, if you want to get off the bottom rung you need to take the initiative and learn how to perform basic tasks in all the programs included in MS Office.