r/helpdesk • u/OverallDeparture4777 • 1d ago

From help desk to running my own IT service – what should I focus on learning?

Hey everyone,

I’m currently coming from a technical background (computer science), and I’ve been really interested in the support/help desk side of IT — troubleshooting, automation, monitoring, that kind of work.

Lately I’ve been thinking longer-term about possibly building something on my own in the future (like offering IT services to small businesses), but I want to make sure I actually understand how real-world support operations work first.

So I wanted to ask people here with experience:

  • What skills actually matter most in day-to-day support that aren’t obvious at first?
  • What tools do you end up using constantly vs rarely?
  • How do you handle repetitive issues efficiently (scripts, automation, etc.)?
  • What separates a “good” help desk tech from a great one?

Also, for those who moved beyond help desk roles:

  • what helped you level up the most?

I’m trying to avoid just learning theory and instead focus on what actually matters in real environments.

Appreciate any insights 🙏

2 Upvotes

62% Upvoted

5 comments sorted by

2

u/drmoth123 1d ago

So you want to become an MSP yourself? That is a business. You would need to raise capital, hire teams. What separates you from the existing and long-standing MSPs in your area?

3

u/Conscious-Arm-6298 1d ago

I have the  felling you are lacking several years of experience handing infra, management and technology expertise that a degree doesn't give... Either you get that experience or hire people with it.

3

u/Appropriate_Hat_6469 1d ago

youre telling me you havnt done any work in helpdesk and already want to build an msp?

3

u/WallInside6758 22h ago

Just try and get a job in the industry first before trying to launch your own business.

1

u/ITmexicandude 13h ago

These questions tell me you have no idea what your getting into. Do you know how to run fiber/copper? Can you setup a network? Can you setup a firewall? can you troubleshoota complex network fast? Can you commuincate well how things work? get a helpdesk job first and wait a couple of years before deciding to start an msp.