In a smaller organization, you may have additional responsibilities and report directly to the chief information officer or chief technology officer. Your primary responsibility is troubleshooting problems with computer hardware, peripherals and software for IT end users. You may work in-house for your company, or you could work remotely, servicing customers over the phone on the “help” line. Most likely, you are the first-level contact for customers – often through a customer service help line – and you’ll give them step-by-step help desk engineer instructions to help solve their problems using various diagnostic tests. They are also one of the best ways to start your IT career because of how much you will learn in a very short time. These jobs not only help you connect with customers but also help lay a strong foundation of technical knowledge which will stick with you for the rest of your professional life. If you want to grow in the IT industry and improve your knowledge, starting as a help desk support technician is one of the best ways to kick start your career.

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These IT support certification courses are suitable even for learners who do not wish to take the CompTIA certification exam, but just looking to learn about the basics of IT and computers. They can get a robust IT foundational knowledge in a way that’s easy-to-understand. Whether one is completely new or has had some exposure to IT, this program is highly recommended to get started in the field of technology. It also serves as an excellent option for those in need of retraining.

How To Avoid Getting Stuck At The Helpdesk Or In Any Entry Level Role

This article looks at some of the essential skills that make for a great service desk agent, along with advice on the experience and qualifications that will help you to land the job. Help desk support professionals provide technical assistance to individuals and organizations. Your responsibilities will vary depending on the industry and job type.

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. 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.

What is the career outlook for a help desk support professional?

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. Help desk assistants are responsible for providing technical assistance and support for customer issues related to computer systems, hardware, and software.

What makes a Good IT Help Desk Technician?

A successful IT Help Desk Technician has good business awareness. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible.

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.

What Certifications Do You Need For An It Help Desk?

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. After that the course moves to discussion on hardware and mainly printers; types, terminologies, drivers’ installation etc. The forth section covers Active Directory, how to manage users there, and settings folder permissions based on Active Directory users. Next, students are shown tools and websites that will help them complete some tasks faster, easier, and more professionally.

Rather than thinking of IT support technicians as the bottom rung of the career ladder, think of them as being on the frontlines of customer service, providing valuable knowledge to company executives. 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.

Be Willing to Learn

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. You must have business awareness to be a good help desk technician. This entails asking an end-user where they are phoning from and what their job is inside the organization right away. Knowing this provides the help desk professional with an idea of how serious the end user’s situation is. The finest customer service representative always prioritizes end users. This entails making your present end user’s problem appear to be your top concern, even if you do not consider it to be a critical issue.

What You Need to Know to Become a Help Desk Specialist Campus

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