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What Is Help Desk Job

    IT Help Desk Technician is a IT specialist that provides technical assistance for IT systems, and serves as a first point of contact for customers that require help with their technology issues via telephone or e-mail. IT Help Desk Technicians provide technical support and troubleshooting services for end users who require help with their computer hardware or software. Remote support technicians typically use special IT support software to gain control over the end-users computers in order to problem solve, diagnose, and solve complex issues. Help desk specialists, or technicians, answer incoming requests and assist users with hardware and technical software issues.

    As a Help Desk Technician, you are responsible for responding to emails, chats, or telephone inquiries, and providing technical support for customers using computer systems, hardware, and software. As a help desk technician, your duties and responsibilities include receiving a technical support ticket, call, or e-mail, communicating with a user or customer, hearing his/her concerns, diagnosing the issue, and walking him/her through a solution. A help desk technician has a diverse role that centers around maintaining the technology, providing IT support, problem solving, and solution identification. A job as a help desk technician typically involves answering questions about the companys products, and using remote access tools to fix computer problems for client employees.

    The help desk technician can either work on-site or remote, freelance, and their daily tasks can vary depending on the nature of concerns raised by employees or customers. Desk technicians must be courteous, patient, and polite, and must also be able to clarify situations and offer helpful information and advice.

    A support desk or technical staff member can also educate users about software or general computer functions, and prepare them to perform software updates and scheduled maintenance. Other technicians may be able to offer remote support and operate from the convenience of ones own home. You might be working for a computer company that provides support for users of their own equipment or software.

    The company that you are working for needs to offer training on the types of software that they use. Youall have to be able to learn to use different software platforms, which help you to help both internal and external clients. Prior experience using similar software will be helpful.

    Provides user support and customer support for enterprise supported IT applications and platforms. Act as the customer service contact for users and customers reporting issues, requests for information, access, or other services. Providing technical support for users, researching and answering questions, troubleshooting problems, and maintaining the workstations and network performance. To best support users, a help desk technician will work closely with the IT director, in-house application specialists, and third-party support providers.

    Even though a role as a Help Desk Technician does not specifically focus on information technology, customer support is needed at every business, and this is a good way to get experience working with computers before moving on to the computer science field or another related major. Just as in any profession, IT support technicians get better at that skill, ultimately expanding their vocabulary to the non-technical public. For those pursuing a formal education, computer information systems (CIS) degrees, help desk management, technical support, and network administration programs provide a strong foundation to the help desk technician career path. Courses such as A+, Network+, Linux+, or even just a basic computer repair course are all you need to start on this career path, but if you are really serious about it, you should pursue a post-secondary education (college/university) in the field of IT, as employers will always prefer candidates with degrees over those who do not, particularly for higher-level positions like help desk manager or network administrator.

    MTI College in Sacramento offers an Information Technology Certification Program — Training to make you into a Help Desk Specialist, Technical Support Specialist, Customer Support Specialist, or IT Support Specialist. For instance, the online certificate in Information Technology Support offered by Rasmussen University is designed to help students develop technical and customer support skills employers are looking for. We Can Help You Be a Technical Support Professional In addition to the basics of computing support, learn to prepare for and take your CompTIA A+ certification exams, and other important computer science skills. That is why our Computer Support Specialist Program also helps you sharpen your skills in customer service and public speaking.

    The marketable skillsets you are looking for in a computer support specialist degree program include PC repair, networking, operating system deployment and configuration, information security, desktop and mobile device problem solving, as well as soft skills such as customer service and oral and written communication. All help desk workers require great problem-solving, communication, and interpersonal skills, as well as patience, a customer-friendly attitude, and the ability to work in a team environment. Learn about different types of help desks, read Atlassian blog articles on customer service, or find out more about Jira Service Desk, our customer support and IT tool used by more than 20,000 support teams.

    As part of the troubleshooting process, support professionals in the help desk typically walk technically challenged customers through a series of steps in diagnosing any IT-related issues. When helping a customer, the first step is identifying a persons computer issue.

    You are most likely a customers first-level contact — usually via the Customer Service Helpline — and will provide him or her with detailed instructions that help resolve his or her issue using a variety of diagnostic tests. You will ask relevant questions and apply knowledge and resources to diagnose and solve our customers problems.

    IT support analysts provide assistance by phone, web, or e-mail to computer users seeking assistance with technical issues. Online technical support professionals assist customers remotely, whether by telephone, email or live chat.

    In some roles, a tech support specialist might have to travel to the customers location to solve a complicated issue. IT support is generally needed around the clock, so technicians may have to cover various shifts, including nights, weekends, and holidays.

    Some technicians can also help with internet connectivity issues, as well as with associated devices like routers and modems. IT support analysts can also be called Helpdesk Support Technicians or Service Desk Analysts.

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