It uses ticketing services that assign customers to the right person to help. This means customer requests are handled more quickly and efficiently. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process. Overall, the worker must have a strong understanding of tech itself. If you understand the product at hand, you will be able to figure out issues and solutions quickly, keeping the pace high and customer irritation low.

CIOs’ Change Fatigue Continues to Impact IT Spending
The overall IT spending growth rate for 2023 was 3.3%, only a 0.3% increase from 2022. Momentum will regain in 2024, with overall IT spending increasing 6.8%. We calculated that 8% of Help Desk Engineers are proficient in Troubleshoot, Help-Desk Support, and help desk engineer Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills. We have already covered hundreds of topics regarding finding a career. From interview examples to sample cover letters, you can find an array of job-winning advice throughout our site.

European IP Helpdesk Bulletin: Insights, Code of Practice on the Management of Intellectual Assets for Knowledge Valorisation

To define it simply, the IT help desk is the act of helping a customer or employee with technical issues. For example, if a customer calls a company with a problem relating to the produced software or hardware, the help desk will be the first point of contact. They will work with the customer to address the issue before sending the customer to a more in-depth technical representative.

  • Information engineers typically earn higher educational levels compared to help desk engineers.
  • According to the US Bureau of Labor Statistics (BLS), 377,500 new jobs are projected annually in this field in the US between 2022 and 2032 [1].
  • Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.
  • To support this, the SSRO has issued guidance on the application of the “alternative pricing” methods, which will become available to use from 1 April 2024.
  • There are always a ton of ways to meet other professionals in the field.

The role of a help desk support technician is to make sure that technologies which are being used in the business are up to date and running efficiently. This role is vital in the IT sector as they deliver end to end support for those who need assistance with their computer, hardware, or software. Although they require the least amount of training, entry-level help desk jobs require candidates to possess a combination of technical and workplace skills.

How to find entry-level help desk jobs

An effective help desk can easily convey a message that your business is customer-centered rather than focused on sales. Intellect Solutions understands the help desk function is not just about people logging incidents. We aren’t going to dictate whether or not you should go to college, though. We just feel the need to point out that it’s not entirely necessary for the role.

  • An IT help desk’s main function is to enable business processes by providing integrated support.
  • Think of yourself as a detective who must glean the right information to properly analyze any given technical issue.
  • CIOs’ Change Fatigue Continues to Impact IT Spending
    The overall IT spending growth rate for 2023 was 3.3%, only a 0.3% increase from 2022.
  • Whether you are a fresh face or a veteran in the IT world, you need to meet useful acquaintances.

In fact, a person with IT experience and no customer service work may often be overlooked for candidates with little IT experience and tons of customer service work. Not only does the help desk employee represent the company, but they work in high-tension scenarios. Therefore, they are more likely to become upset with the representative or company. The technician has to understand this and be willing to handle the situation. They have to be experts in the craft of communication and customer experience. You are able to land a help desk job off of related experience and intangibles, sure, but degrees are always a plus.

Related courses

Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users. To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely. Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers. Collaboration helps them deliver value and shouldn’t be underestimated. When IT pros choose to be patient with themselves as well as with others, they are better able to quickly get to the bottom of issues and find solutions. You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem.

how to become it help desk

On average, desktop support specialists reach similar levels of education than help desk engineers. Desktop support specialists are 2.1% less likely to earn a Master’s Degree and 0.6% less likely to graduate with a Doctoral Degree. To prepare for an IT career, try Google’s IT Support Professional Certificate. In general, senior infrastructure engineers earn the most working in the hospitality industry, with an average salary of $123,360. The highest-paying industry for a help desk engineer is the finance industry. The annual salary of desktop support specialists is $7,482 lower than the average salary of help desk engineers.

One of our training experts will be in touch shortly to go overy your training requirements. Fill out your training details below so we have a better idea of what your training requirements are. One of our training experts will be in touch shortly to go over your training requirements. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed.

  • An employer can teach you the ins and outs of the product you will troubleshoot.
  • The US Bureau of Labor Statistics (BLS) projects 5 percent job growth for careers in this field between 2022 and 2032 [3].
  • They will work with the customer to address the issue before sending the customer to a more in-depth technical representative.
  • Therefore, you need to have a great foundation regarding troubleshooting and problem-solving.
  • A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation.

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