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What is IT Help Desk, Job Description, Certifications and Salary?

By 15/09/2020November 18th, 2022No Comments

For entry-level service desk work, you’ll need to understand basic computer functionality and a beginner’s understanding of your company’s services. Many companies hire entry-level employees without requiring a college or advance degree, and they’ll train you on the job. Service desk engineers will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace. The salary of a service desk engineer can vary depending on their level of education, years of experience, and the size and industry of the company. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour.

  • Service desk engineers can take advantage of this trend by becoming familiar with the latest technology and how to use it effectively.
  • There are industries that support higher salaries in each profession respectively.
  • These employees provide phones, laptops, and computer support for an entire organization.
  • • Properly document all issues in tickets and update knowledge base articles for other engineers.
  • Despite the disadvantages, working at the help desk may be quite rewarding if the proper characteristics and abilities are acquired.

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. Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills.

Computer Systems Analyst Interview Questions

At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again. While some skills are shared by these professions, there are some differences to note. “laptops,” “escalate,” “desk support,” and “mac” are skills that have shown up on help desk engineers resumes. Additionally, senior infrastructure engineer uses skills like cloud, aws, powershell, and puppet on their resumes.

What does an IT Help Desk Technician do?

IT Help Desk Technicians assist customers with computer systems, hardware, and software. They are often the first point of contact for users when something goes wrong or needs fixing on their machine.

Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. The ITOps Times reported that the Service Desk will take the role of “Uber for Business”, supporting tech-savvy employees with knowledge on the latest IT-approved applications available on their service portal or any app store.


They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills. Vet application defects with leadership team and work closely with QA and Development Teams to resolve application issues. Maintain NAS, SAN storage systems, Windows & Linux servers, network and cloud administration. Served as Senior support to over 300 end users in a primarily Windows XP/ Active Directory /Exchange Environment.

When it comes to user perception of IT within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. We calculated that 11% of Help Desk Engineers are proficient in Technical Support, Troubleshoot, and Active Directory.

Help Desk Technician Job Description Template

Resolve issues or escalate it to the appropriate team for resolution. Manage the PC refresh program transferring all user data remotely and installing require software applications. Business owners can 500apps to get accurate, timely data that can help them make decisions better. 500apps aggregates the most accurate data and connects you with decision-makers and their confidants with ease. All the apps are very handy as we have the best customer success consultants working together with our Sales Director. Answered phones on a multi-line system with a que and entered tickets into ticketing system. Remotely access user’s machines and assist with troubleshooting and virus/malware repair.

  • Discover the impact intelligent automation can have on creating and deploying innovative services.
  • Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
  • Remotely access user’s machines and assist with troubleshooting and virus/malware repair.
  • A senior infrastructure engineer specializes in designing and developing systems and infrastructures based on client preferences and industry standards.
  • Uses experience to address user problems and interrogates database for potential solutions.

From managing customers and leads to keeping track of our customers. Another characteristic that every help desk technician should have is the ability to pay attention to detail. Log all tickets and escalate to appropriate administrators in case of network outage and downtime. Perform basic troubleshooting on servers with regards to issue related to data backup and loading errors.

Most companies provide round-the-clock customer support and technical engineers typically manage this support. help desk engineer An engineer may also be required to work weekends and holidays, depending on the organization.

help desk engineer roles and responsibilities

The employment of service desk engineers is expected to grow much faster than average over the next decade. IT technical support staff diagnose and solve software and hardware problems for computer users. Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes. In general, senior infrastructure engineers reach similar levels of education when compared to help desk engineers resumes. Senior infrastructure engineers are 4.0% more likely to earn their Master’s Degree and 0.2% less likely to graduate with a Doctoral Degree.

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