At an IT helpdesk you are typically troubleshooting in addition to your routine tasks like ensuring a new hire has their equipment, collecting equipment back from existing hires, replacing laptops/phones etc.
Prathima recommends the following next steps:
Meeting the clients and gathering the requirements. These meetings generally take place at the start of the day.
This profession is all about coding. You will work on various programs and write the piece of code to get the desired results.
In a product based company you are more likely to work on coding part whereas in a service company you will be more inclined towards IT tools and will use those tools.
Testing and developing are two branches of software engineer. If you are in to testing, you work on testing the program designed by the developer. This doesn't require that much mastery in your coding skills. For being a developer, you have to be an absolutely good coder.
Software engineers have to work directly with clients sometimes, troubleshooting and removing errors in their systems. This involves quite a lot of travel too.
IT is not for everyone, but it may be for you. Enjoy the journey!