At its most simple form, a help desk technician performs troubleshooting tasks on behalf of end-users within their company when they run into problems with applications, hardware, or network issues. The best way to train as a help desk technician is through hands-on experience. You will find that most employers are willing to train you on the job, or even provide some work-related training . An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. A generic help desk listing could include either of these skill levels, and some listings will require a bachelor’s degree in IT or a related field.
Some of your responsibilities relate to customer service while others have to do with technical fixes. The Bureau of Labor Statistics lists the median annual pay for computer support specialists in 2020 as $55,510. Professionals who are just starting out are often the first point of contact between a user and an IT department. Engineers handle several scheduled tasks for clients with the intent to see to it that their systems are functioning uninterruptedly. They coordinate and continually interact with support personnel and vendors that resolve issues related to software, hardware, and network. The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do.
Average Total Cash Compensation
In this article, we’ll explore these five central questions surrounding the work of a help desk technician. Responds to telephone calls, email and personnel requests for technical support within required service level time frame. As a Help Desk Technician, you will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control. It is a good idea to reach out to technicians within the company to see if they are willing to pass on their knowledge. A help desk support professional is often the first point of contact for people who need help using their electronics or network.
- If you don’t see the perfect role, you can submit an open application.
- Our world-class customer service and unique partnership approach are a step above the rest, with proactive, personalized network solutions that minimize downtime and maximize productivity.
- Luckily, we’ve found all of the skills you’ll need so even if you don’t have these skills yet, you know what you need to work on.
- Too many people get stuck in their entry-level positions, and usually, it’s due to the same mistake.
The need for more technical talent is a trend that is being seen across all industries, as businesses are increasingly relying on technology to run their operations. This has led to an increased demand for help desk technicians who have the skills and knowledge necessary to support this technology. Help desk technicians work in a variety of settings, including corporate offices, government agencies, and educational institutions. They typically work during regular business hours, but they may be required to work evenings or weekends to meet the needs of their employer or customers. Help desk technicians typically work in well-lit and ventilated areas. They may be required to sit for long periods of time, and they may use a computer for most of their work. Help desk technicians typically work under the supervision of a manager or supervisor.
Is an IT help desk different from a support help desk?
You are likely to travel or visit your clients in person periodically. This is especially true if your job requires you to assist with hardware issues. Help desk analysts, also known as help desk technicians, act as the point of contact between computer users and the information technology department. They communicate with customers to diagnose computer issues and assist with the setup, installation, and use of new software or hardware.
Alternately, many larger electronics stores have an in-house repair team who will take anyone with IT repair knowledge and train them in customer service. You will receive on-the-job training and gain experience in common issues, complaints and misunderstandings. help desk engineer With at least one year of experience in this kind of position, you will likely be able to honestly claim to have both of the required attributes necessary for an IT help desk position. An IT help desk is a demanding job with two layers of necessary skills.
But Should You Be a Help Desk Technician?
Analysts typically work at remote locations, but they may travel to help clients or customers onsite. Many are scheduled during weekends and nights in order to provide around-the-clock assistance.
Is help desk a stressful job?
Managing stress is an essential job skill for the successful help desk professional. Typically help desk agents experience burnout from two sources: 1) repetitive routine requests, and 2) frustrated customers. The combination can lead to stress, unless the help desk personnel manage their responses well.
You want to move up the industry and eventually hold a top IT position. You’re always looking to get an edge on everybody else, or hunting for the next trend so you can jump on it before everyone else. Sure, it’s great if you’re just starting out and need to get some experience but, expecting to have a lucrative and fulfilling career in it is delusional.
Medewerker Servicedesk/ Support engineer Haarlem
I have been doing the latter which helps the department functions as a whole but my growth every day don’t start until after 6 PM . But, also keep in mind the importance of understanding the big picture of the IT industry. Within two years you should expect to go from helpdesk to desktop support and from desktop support to junior administration. This is something anyone can easily do if they know what to focus on.