What Does A Help Desk Technician Do? Jobs, Salary & Certification

Due to their day-to-day interactions with IT, people often misconstrue ITSM as basic IT support. On the contrary, ITSM teams oversee all kinds of workplace technology, ranging from laptops, to servers, to business-critical software applications. If you haven’t honed your ability to perform well under pressure, it may be extremely distressing. Multitasking is prioritizing your obligations and remaining focused on the job at hand without becoming sidetracked.

what does a help desk engineer do

IT service management — often referred to as ITSM — is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service. Good help desk software can connect customers with the right person who can resolve their issue, while also maintaining an open channel for teams.

Professional Help Desk Technician Job Description Template

Strong problem solving abilities are also preferred to find solutions to common computer issues. Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses to large corporations.

what does a help desk engineer do

A desktop support team is made up of specialized technicians who directly access a phone, computer, tablet, or other device in order to resolve issues. This type of support usually relies on virtual chat or a phone call to communicate with the customer while working through the problem. Problems that cannot be handled by the help desk are typically passed up the chain of command to the tech support call center. While working the help desk requires little to no knowledge of technology, tech support requires extensive knowledge. Truly the backbone of the office support team, tech support tends to have more variety in their job, handling different issues every day, depending on the needs demonstrated within the office. Having a solid list of responsibilities in your help desk technician job description is what will get the attention of candidates best prepared to perform the duties the position requires.

Finding A Desk Technician Job

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person.

  • For example, a service desk usually encompasses ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting.
  • Support engineers often learn on the job and cater services to specific businesses, software, and hardware.
  • You’ll graduate a confident, highly trained computer support specialist.
  • IT certifications in support can vary between college courses and apprenticeships.
  • Providing assistance to customers who experience technical problems.

Most problems that require help desk services can be corrected over the phone, or via a remote connection to your computer. Technicians must record the initial support request and report the actions they took to resolve the problem.

Why Are Help Desks Important?

The role of a Service Desk Engineer is one that requires constant attention to detail. They are responsible for handling customer inquiries and complaints, as well as providing technical support for the company’s products or services. Support technicians rely on advanced software in order to offer more efficient customer service. Working as a help desk technician affords the opportunity to develop and hone skills, learn on the job and build confidence in interacting with employees and customers. The day to day demands of the job vary, and over the course of even a year of experience, a desk technician will learn a huge amount. They may come across new systems, new technologies and new ways of working, all of which will set them up for the future. Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients.

Although desk technicians possess a good understanding of information technology, it is equally important to have soft skills, such as communication skills and recognition of the importance of customer service. A service desk engineer typically works multiple shifts during a month. Most companies provide round-the-clock customer support and technical engineers typically manage this support.

It Career Paths: How To Get Into It Support

A help desk can provide support to a company’s employees or to the customers of a hardware or software manufacturer. Help desk technicians help to maintain the productivity of computer users and improve employee or customer satisfaction. Community colleges also provide a great way for people to get the necessary training required in order to start working as help desk technicians at entry-level salaries. Although it could depend on the location of the role, https://remotemode.net/ an entry-level IT help desk salary can be above $50,000 per year. 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 .

  • And if you work in the IT industry as a help desk support person, do also share your job description.
  • “Laptops,” “Escalate,” “Desk Support,” and “Mac” are skills that have shown up on Help Desk Engineers resumes.
  • And depending on which department you work in, some programs may not even exist yet.

A mobile phone company also has many service desk engineering jobs. This is the technical group that resolves wireless phone issues for customers. The service engineer typically knows many nuances of various types of phones because he deals with trouble issues on a daily basis. Good analytical and problem solving skills are essential on the help desk. They discuss issues with users and ask a logical sequence of questions to diagnose the problem and offer a solution. They must have good interpersonal skills to deal with users who may have little technical knowledge and may be inconvenienced and frustrated by their computer problems.

What Is The Best Help Desk Software?

Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving. On the other hand, help desk support is an overarching customer support service provided by a wide range of businesses. Customers use help desk support to get answers to questions about general company information, order placement, returns and exchanges, etc. Desktop support is one type of technical support, while help desk support is closely related to general customer service. These two types of support differ in their goals, approaches to listening to customers, and perspectives. In contrast, technical support is for customers who require specific help with technical problems, which are usually more time-consuming and complicated than general help desk inquiries.

what does a help desk engineer do

We see 41% of help desks and service desks are called something else. Plus, there’s no guarantee that the service desks and help desks reported in this HDI survey align to our descriptions above. A help desk is considered to be focused on break-fix , whereas a service desk is there to assist with not only break-fix but also with service requests and requests for information (such as “how do I do X?”). Although there’s no reason why a help desk can’t also offer these additional capabilities .

We Can Help You Become A Technical Support Specialist

The service desk serves as the interface between customers and the IT team. Of course, features like knowledge management and reporting are critical in a service desk solution, but you’ll also want a service desk that’s easy to use and set up, enables collaboration, and adapts to your needs. That way, your IT team can deliver excellent support – and value to the business – quickly.

If you’re looking for a job as a help desk technician, and you fit the qualifying criteria, fieldengineer.com is an excellent place to start your search. This freelance marketplace offers employers and skilled professionals the chance to post and browse jobs. With thousands of users located in over 170 countries around the world, it’s possible to find vacancies in your local area within a matter of seconds. Help desk jobs can be found at nearly every company with staff using computers, in many sectors of the economy.

This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service. As a specialist, you will be in high demand and can command a higher salary. A Help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software.

Service Desk Engineer

The IT help desk support technician is responsible for providing IT support services to businesses and/or their customers either from an on-site location or the office. Many of the skills you’ll learn can qualify you for a number of positions. Jobs in IT are exceeding the average rates of all other occupations, according to the Bureau of Labor Statistics, with 13 percent growth expected from 2020 to 2030. For entry-level service desk work, you’ll need to understand basic computer functionality and a beginner’s understanding of your company’s services.

Admissions advisors can provide more info about technical support programs & curriculum, admissions & start dates, certification tracks, career placement, tuition costs and personalized financial aid options. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. Also, being confident in both technical and non-technical skills will increase your ability how to become a help desk engineer to work well under pressure. To boost your skill level and confidence, take one or two soft skills courses per year, as well as any technical courses relevant to your job role. Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. To effectively analyze an end user’s issue, you must ask targeted questions about what they are experiencing.

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