What Does A Help Desk Technician Do? Jobs, Salary & Certification

This will require additional education and training, but it can lead to a more rewarding and challenging career. Service Desk Engineers must be able to quickly assess each situation they encounter and determine the best course of action to take. They may need to troubleshoot problems with hardware or software, explain how to use certain features, or provide information about upcoming changes to the product or service in question.

Reuters, the news and media division of Thomson Reuters, is the world’s largest multimedia news provider, reaching billions of people worldwide every day. Reuters provides business, financial, national and international news to professionals via desktop terminals, the world's media organizations, industry events and directly to consumers. Help desk software enables issue tracking and allows organizations to gather information on improvement opportunities and what's going well. These metrics will enable the help desk to clarify service level agreements and become more involved with new initiatives, ensuring better support for employees. Recognize the unique attributes of the users in your environment and be aware of changes to those users over time. Projects come and go, world events occur, new technologies appear—and your users reflect these changes.

Licensing or Certifications for

If you’d like more information about IT help desks for your business, get in touch today. 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. To write an effective helpdesk engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk engineer job description templates that you can modify and use. We are looking for a Desktop Support Engineer to to provide technical assistance to our clients.

  • They also offer excellent customer service and advice to all users in different types of companies.
  • They can also work to create a positive image for their company by providing excellent customer service to all customers, not just those who are unhappy.
  • By joining fieldengineer.com, you become part of a global talent pool, and you gain access to a host of jobs that match your individual skill set and level of experience and expertise.
  • Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
  • 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.
  • Finally, you may choose to advance your career by moving into a related field such as project management or IT management.
  • Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between the caller and the technician.

Qualifications for a job description may include education, certification, and experience. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. This Desktop Support Engineer job description template is optimized with essential skills and job duties and is easy to post to online job boards or careers pages. Finally, you may choose to advance your career by moving into a related field such as project management or IT management.

Help Desk Engineer pros and cons

This course explains each best practice and provides exercises that help service reps master the ITIL approach. Help desk technicians belong to the occupational field of computer and information technology. The US Bureau of Labor Statistics (BLS) projects 15 percent job growth for careers in this field between 2021 and 2031 [3]. Those interested in working in IT can get their start as a help desk technician before acquiring the skills to pursue more specialized roles.

  • This training may include learning the company’s ticketing system, troubleshooting software and other processes.
  • IT support focuses on providing technical assistance for complex product issues.
  • A help desk engineer provides technical support to end-users, both remotely or in-person.
  • Desk technicians can work in-house or remotely on a freelance basis, and their day to day job may change depending on the nature of concerns raised by employees or customers.
  • They may come across new systems, new technologies and new ways of working, all of which will set them up for the future.
  • If there isn't training nearby, you can self-study for the final exam using the ITIL Foundation book, offered both online and in hard copy.
  • They communicate with clients, identify problems, and provide effective and user-friendly solutions over phone, email, chat, and ticketing systems.
  • Core IT help desk software features include IT ticket management and risk detection.

Concerns such as availability (service hours), quality and offerings are placed in the SLA so that everyone involved clearly understands the help desk's responsibilities. Review existing SLAs to ensure they still match budgeting realities, new job roles and existing offerings. Without a service level agreement, other employees might assume that your help desk is available anytime and offers an immediate response. Even if you aren't using HubSpot's tools, you can complete their academy lessons for general customer service skills. For example, the "Customer Success and Account Health Checks" training teaches participants how to use help desk tools to monitor and manage customer relations. The skills taught in these lessons apply to any customer service team using help desk software.

Help desk technician salary + job outlook

They may work for large corporations, government agencies, or small businesses. They typically work during regular business hours, but they may be required to work evenings, weekends, and holidays to meet the needs of their employer. Service desk engineers may be required to travel to different locations to provide support to customers or to attend training sessions. They may also be required to work overtime to meet deadlines or to resolve critical issues.

They will rely on you to provide timely and accurate solutions to their technical problems. To be successful in this role, you need to have strong communication skills, be able to think critically, and be comfortable working with technology. Team members might teach users the proper (i.e., secure) way to do a task, safely implement a configuration change or update or deploy systems free of malware. Regardless, security is job one of any IT team, and the help desk is no exception. The course begins with explaining network concepts and how technology, like wifi, works with your help desk tools.

At [CompanyX], we’re constantly striving to provide the best possible customer experience. To do this, we need a team of IT professionals who are passionate about helping others and solving problems. We’re looking for a service desk engineer to join our team and provide level 1 support to our customers. The ideal candidate will have excellent customer service skills, as well as experience troubleshooting hardware, software, and networking issues.

Staying current with technological advancements and software updates is an ongoing challenge faced by these professionals. They provide you with the necessary https://remotemode.net/ 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.

Completing a Professional Certificate or other types of education can be worthwhile. For example, IBM offers a Technical Support Professional Certificate that you can use to gain vital IT skills and experience. Additionally, those who complete this certification course receive an IBM digital badge and access to exclusive job placement resources.

what is help desk engineer

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. Help desk technicians are specialized types of customer service representatives who use their knowledge of hardware and software to help troubleshoot problems that arise. Beyond that technical proficiency, they must also have excellent interpersonal skills to interact with customers. Service desk engineers work in a variety of environments, including office settings, computer labs, and help desks.

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. When pursuing help-desk certifications or any of the best IT certifications, ensure they address technologies with long shelf lives that will continue to be in demand. help desk engineer Of all the help-desk certifications we’re highlighting, HDI’s offerings are probably the best-known and most respected of their kind in the industry. Anyone interested in career advancement in this fast-growing area of IT should dig into HDI’s certification credentials, especially at management levels. As Apple devices become more common in enterprise environments, demand for Apple knowledge may also increase.

what is help desk engineer