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

Therefore, you must have a strong understanding of time management. Customers don’t want to wait, so the rep should be able to get through calls efficiently and successfully. Most times, you will be asked to use a business-specific program, often maintaining all of the information about the calling customer. This gives you a clear place to keep affiliated notes and review the ones already placed.

how to become it help desk

Take a few minutes to learn more about how to become a help desk technician, and check out the CompTIA A+ certification, your gateway into an entry-level IT position. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. An IT help desk is essentially a tool to help organize customer queries and complaints.

What’s included in this Certified Helpdesk Support Technician Training Course?

A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information. They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation. Even though help desk engineers and desktop support specialists are distinct careers, a few of the skills required for both jobs are similar.

  • Not only do certifications show your expertise in the field, but they show your commitment to furthering your applicable education.
  • Therefore, going into a help desk job with customer service abilities is a must.
  • Core IT help desk software features include IT ticket management and risk detection.
  • They have to be experts in the craft of communication and customer experience.
  • They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
  • Tier2Tek Staffing Agency is an employment company providing direct hire permanent placement assistance to both employers and job seekers.

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.

Do you offer support for the course?

You can use the checklist below to identify relevant areas of study. Entry-level help desk jobs are a part of the computer and information technology sector. 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]. There are over 3,800 job listings for help desk positions on Glassdoor as of September 2023 [2].

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, help desk engineer 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.

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