What Is It Help Desk, Job Description, Certifications And Salary?

September 27, 2019

And how you organize yourself to ensure that you don’t drop the ball in a hectic environment. Teaching – as a teacher, trainer, coach, mentor, etc. you’ll have developed the ability to explain issues clearly and concisely. You’ll also need to be able to do this when talking customers through their issues and it’s likely that, as you grow in the role, you’ll be expected to train new staff members on the desk. If you can demonstrate this skill early on, then you’ll definitely be on your way. Technically speaking, you don’t necessarily need any specific qualifications to land a job on an IT service desk, particularly if you have the experience to demonstrate the above skills. Analysts will generally receive health, vision and dental benefits and technicians have the benefit of often being able to perform the IT help desk job from their own home as well as receive occasional other health benefits. The team at Collabera explains that as an IT professional gains experience and expertise, they can expect to see their salaries and benefits improve significantly.

become a help desk engineer

The course begins with explaining network concepts and how technology, like wifi, works with your help desk tools. Then it breaks down the proper ways to handle network hardware and what to do if your network connection isn't up to par. Finally, the course concludes with a lesson in network security explaining what your reps can do to prevent a cyber-attack on your system. Customers come to the help desk of a business because they aren’t able to find solutions themselves.

Hiring It Help Desk Technician Job Description

By including key responsibilities in this substantive section, you let jobseekers know your expectations as well as the kinds of tasks they can expect to perform on a day-to-day basis. Most of your interactions will be with negative customers and extremely irate people who may even yell at you. You need to approach these situations positively and deal with your customers sympathetically so that you can tactfully provide them with a solution. This usually involves lots of listening so the customer can vent their frustrations before you ease into explaining possible solutions. Irrespective of how long their rant goes on, you must be patient and listen carefully so you can understand the issue. Once they have had a chance to vent their frustration, then you can begin to show them how to resolve the problem.

become a help desk engineer

It will also enable you to hone your help desk abilities in order to better support end consumers. CompTIA A+ also has a security lesson that teaches your reps how to properly handle sensitive information. It discusses some common threats most devices are exposed to and provides some best practices for securing valuable data. 92% of consumers expect your company to protect their information, and with this training, you can meet customer demand and differentiate your service team from competitors. One notable feature of this training is how Google incorporates customer testimonials within the lessons. Throughout the course, you'll hear from real Google users who have used this training to propel their careers to the next level.

Common Health Benefits For A Help Desk Engineer

A positive attitude can be contagious and passed on to the other team members, and this makes working with each other much more enjoyable. It’s our aim for further substantial growth how to become a help desk engineer over the next 5 years and with our sights set on our ambition, there are opportunities for career advancement within our thriving, award-winning professional organisation.

  • Additionally, they may bring attention to critical problems needing immediate solutions through pre-defined escalation procedures.
  • Ssisting in providing support, such as perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way.
  • There is a list of courses available that serve as a great starting point to learn how to respond to common help-desk requests, perform desktop or IT support, and triage and solve issues in record time.
  • From the minute someone generates an inquiry to the end of your call, you should be like a detective, looking for clues throughout the conversation.

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. It is a good idea to reach out to technicians within the company to see if they are willing to pass on their knowledge. Many companies offer certification programs that train individuals on specific products so that they have all the knowledge necessary to assist customers with problems regarding those items. This saves time because there will be less time spent on the phone, and it also saves money because those who are highly skilled may be able to answer most questions without transferring callers to other technicians. Support technicians rely on advanced software in order to offer more efficient customer service. Excellent verbal communication skills are also important, as well as analytical thinking skills.

Network Administrator

An IT services company in Colorado sought a help desk analyst with experience supporting computer hardware, networks and software over the phone. The employer preferred applicants with CompTIA A+ certification, as well as experience with Microsoft desktop applications and servers. The U.S. Bureau of Labor Statistics projects that the number of jobs for computer support specialists should increase by 17% between 2012 and 2022, which is faster than average compared to growth rates for other occupations.

become a help desk engineer

It hopefully teaches the people starting off how sometimes you can do your best to serve and still not make people happy. Unfortunately, even when things work out there is generally not much reward. This customer service training course teaches proven techniques that both resolve issues and increase customer satisfaction. However, it is helpful if students are familiar with basic IT concepts, like operating systems, files and processes, networking and data management. Python has emerged as the most in-demand programming language in the recent decade. Also the landscape of IT is changing rapidly and moving towards automation, making the skills to solve problems through automated solutions very crucial for anybody in IT.

Program Overview

A CompTIA A+ certification demonstrates solid proficiency with computer hardware, while a Microsoft IT certification such as an MSCE indicates a deep knowledge of the Microsoft operating system. However, a publication from Microsoft indicates that they have ceased offering and supporting many of the older certifications, and offers guidance on what else you can do to acquire accreditation.

  • Students learn how to respond to common help desk related issues with great customer service, critical thinking, remote support, and proper troubleshooting to resolve many IT related issues.
  • Since traditional IT education focuses on just one area at a time, companies are having to hire someone to manage each area.
  • An engineer may also be required to work weekends and holidays, depending on the organization.
  • So be prepared to talk through how you prioritize tasks that seemingly have the same level of urgency.
  • The Director of the I/T Department has identified the need for a new network for the headquarters facility.

Since most industries nowadays rely on technology, IT and help desk support staff has opportunities to be employed within a wide variety of industries. CompTIA is an online training provider offering an array of career-building training programs. Its CompTIA A+ course is designed to teach participants the basic skills they'll need for an IT or customer service career. This includes a breakdown of the help desk tools they can expect to see when working in a support role.

We Can Help You Become A Technical Support Specialist

In some positions, support technicians may need to travel to a client’s location to resolve a complex problem. If you’ve ever had an issue with your smartphone, tablet or computer and have had to call a technical support number for help solving your issue, then you have likely spoken to a help desk specialist. In this day and age, we rely on our electronic devices a lot, and the help desk specialist can come to your rescue when you need help with hardware or software issues.

  • Support technicians rely on advanced software in order to offer more efficient customer service.
  • It is an essential position in any business, and it is not going anywhere anytime soon.
  • More than 90% of the course contents are practical demonstration to maximize the learning experience outcomes.
  • A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others.

Get the skills and certification you need from MTI College to begin your in-demand career in information technology. To recap, aspiring help desk analysts might find work with just a high school diploma and some experience, but many employers seek analysts who have some post-secondary education in a field such as computer science. Voluntary certification can lead to further job opportunities as well. This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. Bureau of Labor Statistics projects an increase of 12 percent for computer support specialists, with 88,000 net new jobs expected during that 10-year period. An IT help desk’s main function is to enable business processes by providing integrated support.

Depaul University

Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly. Is a help desk software application designed for small to medium sized businesses and Client Management is an End Point Management software application designed for Medium to Large sized businesses.

  • Throughout the course, you'll hear from real Google users who have used this training to propel their careers to the next level.
  • Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager.
  • Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure.

With more effective and streamlined interactions, you’ll be able to satisfy customers and potentially build long-lasting relationships from the reliability of your help desk. We hope your team can take these certification recommendations and achieve these possibilities. This may seem obvious, but you have to understand the product to explain it to the customer.

This position is usually required to provide service for a company’s customer support and other customer representation. It is required that a help desk specialist have a good knowledge of communication and the common language used by the customers, as well as the ability to troubleshoot and resolve issues that https://remotemode.net/ are presented to them. The help desk specialist will be required to sit and communicate with customers for long periods of time, which means the ability to speak and concentrate for long periods of time is required. Some service desk engineers must be familiar with hardware issues as well as software problems.

Want To Use This Job Description?

It’s a field with lots of opportunities for growth, and it offers the chance to work with a variety of technologies. As you progress in your career, you may want to specialize in a particular area, such as networking or security. As organizations continue to invest in IT, demand for IT help desk technicians will increase. Organizations will need to provide reliable and efficient support for their computer networks and other types of information technology. IT help desk technicians’ salaries vary depending on their level of education and experience, the company size and geographic location.

Software development, computer network architecture, and computer programming are other possible professions those working on the IT help desk or in other entry-level IT positions can pursue. In today's ever-changing job marketplace, there's no one career pathway.

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