How to Become a Help Desk Technician SCI

You need to make your interactions positive, value-adding, and thought out, both in terms of how you solve problems and how you address the client before you. Your job at the help desk is to find the solution the customer is looking for, and https://investmentsanalysis.info/service-desk-engineer/ for that, you need to be a critical thinker. The answer to a customer’s question may not always be black and white and may take additional information like context or understanding of the system from different perspectives to conclude.

These sessions last two days and provide a final exam at the end of the lessons. 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. Customers want help from you fast, and their patience can run thin quickly if they’re left waiting too long for assistance. The more strategic you are with time management, the more efficient you’ll become when meeting customer needs. This may seem obvious, but you have to understand the product to explain it to the customer.

Step 5: Prepare relevant skills for being a Help Desk Support

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. Customers come to the help desk of a business because they aren’t able to find solutions themselves. Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction.

As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware. CompTIA is an online training provider offering an array of career-building training programs. Its CompTIA A+ course is designed to teach participants the basic skills they’ll need for an IT or customer service career.

List of Information Technology Careers

Tier 2?jobs?typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting. This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. In fact, there are a variety of short-term tech training programs that last less than a year. At Southern Careers Institute, our Computer Support Specialist program can be completed in as little as seven months. Today, it’s easier than ever to launch a computer support specialist career.

The “Understanding Help Desk” course breaks down each tool in the ServiceHub suite and explains how your reps can use each feature to save time and automate functions. By having your reps complete this course, you’ll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support. At its most simple form, a help desk technician performs troubleshooting tasks on behalf of end-users within their company when they run into problems with applications, hardware, or network issues.

Alternative Careers and Similar Jobs to a Help Desk Technician

The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve. 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. Treat each end user’s problem as if it were urgent, and tell callers that their issue is important to you and that you are dedicated to resolving it.

These tech-savvy specialists work in a variety of industries and have strong career prospects. Learn more about the salary, responsibilities, strengths and work environment of a Help Desk Support specialist. In addition to HubSpot’s free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools.

A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others. For example, when a user has a question, the help desk technician must be Java Developer Job Description: Role and Responsibilities able to diagnose the IT issue as well as explain the solution to the user. To improve your job prospects as a help desk technician, bolster your skill set with topics like cloud engineering and cyber security, two of the decade’s hottest IT disciplines.

• Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction.
• This allows IT help desk engineers to provide a more efficient service.
• If you work for an organization that offers 24-hour help desk support, you have the option to choose an overnight shift.
• Earning these certifications expands your career options, as they prove you have the help desk technician skills that employers want.

Demand for help desk technicians will rise as organizations continue to implement the latest and greatest computer systems to reduce long-term costs and foster a competitive advantage. The help desk technician’s job is to provide support services, either over the phone or through online tools. This often includes answering questions about company products and using remote access tools to fix computer problems for customer employees. Are you the type of person who is curious about all types of technology? Do your friends turn to you when they have issues getting their laptops, gaming systems and phones to work?