10 Help Desk Skills


IT help desk jobs typically involved troubleshooting general IT problems. They allow businesses to track and identify issues and resolve underlying problems. IT help desk software is also used in order to streamline the ticketing process.

  • The service desk serves as the interface between customers and the IT team.
  • Level or Tier 1 – Requires customer service experience and knowledge of software, printers and mail.
  • This IT support training is geared towards beginners, so no prior experience is required.
  • More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters.
  • To make that shift to IT as a service, your team needs both the right practices as well as the right tools.

While help desk executives need not have a strong technical background, technical support staff must be competent in tech matters; their primary job is to help customers solve complex technical problems. 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. An engineer may also be required to work weekends and holidays, depending on the organization. Technical Support Jobs include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists.

It Help Desk Technician Requirements

They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance how to become a help desk engineer collaborates with the IT staff and frequently interacts with system and computer users throughout the organization.

This IT help desk certification program is a low-risk, low-cost way for people to gain the skills they need to get a well-paying entry-level job in the IT support field. Service desk engineers can take advantage of this trend by becoming familiar with the latest technology and how to use it effectively.

It also serves as an excellent option for those in need of retraining. So those who successfully complete this program have a direct route to get their info into the hands of these employers. Move up in IT Career with one of these top +free IT, Technical Support, Help Desk & Customer Service courses, certifications, trainings and classes available online. Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.

what is help desk engineer

A technician must understand the frustration of the customer and be compassionate about how they feel. Unfortunately, it’s often common for technicians to prefer working alone as opposed to working in teams. But the reality is, the service desk can’t function properly as a one-man show.

What Is The Difference Between Desktop Support And Help Desk Support?

If tech support was responsible for answering every call for help and dealing with basic questions in addition to their more specialized work, they wouldn’t have the time needed to manage their tech support duties. Where tech support is able to be more of a pro-active solution for many problems, updating software, and preventing problems from occurring, the help desk is often more reactive, offering solutions to problems that have already occurred. Responds to telephone calls, email and personnel requests for technical support within required service level time frame.

what is help desk engineer

As you consider the next move in your IT career, check back with CompTIA to learn more about your job prospects and how to get there. Welcome to ITCareerFinder, a world-class web portal designed to help IT pros advance their careers. Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager. Telsyst February 26, 2014 It’s a dirty job but someone has to do it. Everyone hates making the call to their cable company, cell phone company or any customer service specialist, but you need some help in these situations.

They provide you with the necessary support you need with all your assets and processes. They also offer excellent customer service and advice to all users in different types of companies. If you’d like more information about IT help desks for your business, get in touch today. IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Core IT help desk software features include IT ticket management and risk detection. It also simplifies and automates service requires which helps to boost productivity and reduce support workload.

Also there are courses to prepare for clearing CompTIA certification exams. Alison offers over 1000 free online courses and certifications across several different categories. The courses offered are classified as Certificate Courses (those around 2-3 hours duration), Diploma Courses (with course duration of around 8-10 hours) and Learning Paths that are a series of niche courses (with hours duration). The videos lectures are very engaging, entertaining and very well laid out.

Service Desk Engineer Job Duties

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. Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure. Take one or two soft skills courses every year, as well as any technical courses related to your work function, to improve your skill level and confidence. It entails making the most of your time in order to provide the greatest value to your end consumers. The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve.

A full proof resolution to technical issues is mandatory when we deal with anything that includes computer and IT peripherals. Generally speaking, a level 1 engineer is a good entry level job in the IT industry with promising career growth. Technical skills and qualifications are still the first things companies are looking for when selecting a help desk technician. Most IT companies know what abilities potential help desk technicians need to have to get a job in their organization. Great customer service, in particular, means helping the clients, not just selling or servicing them.

A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster – and at a higher pay grade – than candidates with no degree. For those who pursue a formal education, degree programs in computer information systems , help desk administration, technical support, and network administration all provide a solid base for the help desk technician career path. If you want a college education, but not the time and expense of a 2- or 4-year degree program, consider a specialized certificate in PC repair or IT/help desk support.

Plan, Track, & Support

A person with lackluster communication will most likely fail at this job. There is more to the position of the technician than just having some computer skills. Generally speaking, a successful help desk technician should be good at interacting with people, have comprehensive technical skills, and be able to follow procedures. This article is part of an IT Career News series called Your Next Move. These articles take an inside look at the roles related to CompTIA certifications. Each article will include the responsibilities, qualifications, related job titles and salary range for the role.

  • Opportunity for pay growth as your career develops and upward mobility as the company continues to grow and scale.
  • Computer programs rely on passwords and tight security controls to protect the information stored in the system.
  • Supreme Court Justices, members of the United Nation, every branch of the U.S.

This means that service desk engineers will need to be well-versed in a variety of technologies, including hardware, software, and networking. They will also need to be able to troubleshoot complex problems and provide customer support. It is the responsibility of a Help Desk Engineer to provide technical assistance and support to customers with regards to their computer systems, hardware or software issues. The job description entails running diagnostic problems, isolating problems and implementing solutions. A service desk engineer job description typically includes both technical and communication skills. The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location.

Responsibilities For Help Desk Technician

Level or Tier 2 – Requires having customer service experience and knowledge of networking, security, servers, PowerShell and routers. Empathy is so crucial for the job of a help desk technician because the role is truly one of servicing clients and reassuring them that their specific problem is understood. Anyone communicating with clients must have this quality, otherwise, they leave customers feeling anxious about how seriously their issue is being handled. Technicians must speak with many people including clients, their fellow team members, and management.

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. Growing in your willingness to learn will help you move beyond the help desk if that is your goal.

  • This is a 10 lecture course designed for training those who wish to move to IT Support or customer service roles.
  • However, job growth for help desk technicians will be tempered as cloud computing continues to increase the productivity of technical support solutions, thus requiring less man-hours and personnel to accomplish the same tasks.
  • Top 5 computer systems analyst interview questions with detailed tips for both hiring managers and candidates.
  • 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.

These two types of support differ in their goals, approaches to listening to customers, and perspectives. The help desk is well equipped to handle the most basic questions and offer solutions to relatively simple problems, like resetting passwords, application support, help with software, and server backup. Most problems that require help desk services can be corrected over the phone, or via a remote connection to your computer. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.

Technical support is a secondary platform of a help desk solution, where tickets related to IT, hardware, and software issues are handled. Anything that requires technical supervision or software-related support comes to this platform. Help desk technicians work at the help desk, therefore their main task is to help of course. That’s a simple way to never forget that their entire role is oriented around the experience of the customer. Their daily work includes interacting with clients which requires being pleasant and having supportive social skills. Since people working the helpdesk are technical specialists, they must have an analytical mindset.

They can also learn how to use technology to communicate with customers in new ways, such as through social media or chatbots. 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. The service desk’s origins were based on the underlying concept of “managing IT as a service.” A service desk typically manages incidents and service requests, directly with the users.

  • Technical skills and qualifications are still the first things companies are looking for when selecting a help desk technician.
  • They aim to resolve technical issues as quickly as they can, and hence, technical support members listen to the customers to help them “fix” the problems they are facing.
  • As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software.
  • This characteristic is very attractive to employers; virtually every company wants to hire employees who are lifelong learners.
  • A strong start on the help desk can set individuals up for a successful career in IT.

This allows IT help desk engineers to provide a more efficient service. With more than 2 million users worldwide, it has the fastest-growing catalog of trainings and classes in the field of IT.

This IT Certificate program also aligns with the objectives covered by the newly updated CompTIA A+ certification. If you are at an office or shared network, you can ask the network administrator to run a scan across the network looking for misconfigured or infected devices. AA/AS, ideally in computer science or a related field, preferred but not required. Support backup and disaster recovery solutions, especially initiating restores. Opportunity for pay growth as your career develops and upward mobility as the company continues to grow and scale.

Total: Comptia A+ Certification Udemy

Also, keep in mind that some people must wait a long time to talk with you. Understandably, they may have a short temper when they finally reach you. To calm them down and earn their trust and confidence, you’ll need to adopt a patient attitude. It can be quite stressful if you have not developed the quality of working well under pressure. Reimagine your post-high school educational experience with CompTIA Tech Career Academy, an affordable, fast alternative to traditional college.

Apply For This Job

Keeping help desks staffed with knowledgeable people can be an expensive proposition, but it’s usually worth it in terms of frustrations avoided and time lost when problems arise. We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software. A Help desk technician provides technical support https://remotemode.net/ and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. A help desk technician responds to customer queries to provide technical assistance. This IT training course is structured starting from the most basic knowledge required, i.e. installing operating systems like Windows on machines. The second section talks about networking, including discussions on DHCP & DNS, troubleshooting network related issues, and mastering the most useful & needed commands in CMD to troubleshoot connectivity problems.