HelpDesk Support Job Description

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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. We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

While similarities exist, there are also some differences between help desk engineers and desktop support specialist. A Desktop Engineer is responsible for managing and maintaining desktop hardware, operating systems, and applications. They ensure that computer systems are functioning optimally and that end-user technical issues are resolved in a timely manner. The role demands technical expertise in various areas related to computer hardware, software, and networking. These areas include but are not limited to hardware installation, software configuration, troubleshooting, and computer network administration.

How to Become a Help Desk Technician

This, in turn, contributes to the achievement of organizational objectives. Organizations that employ Desktop Engineers stand to benefit in various ways. Firstly, a Desktop Engineer plays a significant role in ensuring that the IT infrastructure is up to date.

  • As a help desk technician, you’ll be responsible for providing support to users of devices such as printers and laptops.
  • For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
  • ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider.
  • The annual salary of desktop support specialists is $7,482 lower than the average salary of help desk engineers.
  • Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence.
  • With a little bit of practice, you can become an expert at handling computers and office devices.

Wipro is giving bonuses of Rs 1 lakh each to its junior employees with experience of up to three years who have worked with the firm since their campus placements. This move is part of Wipro’s effort to make sure that its help desk engineer employees have a good work-life balance. The quickest way to become more empathetic is to develop your active listening skills. When you are actively listening, you should be able to repeat back what was just said.

Qualities Every Help Desk Technician Should Have

A senior infrastructure engineer specializes in designing and developing systems and infrastructures based on client preferences and industry standards. On average, desk support technicians earn a lower salary than help desk engineers. Interestingly enough, desk support technicians earn the most pay in the technology industry with an average salary of $50,316. Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498.

  • The role of a Desktop Engineer is becoming progressively important in today’s digital age.
  • The ideal candidate will have excellent customer service skills, as well as experience troubleshooting hardware, software, and networking issues.
  • Our client, a leading technology company, is seeking a talented Hardware Engineer to join their team as a freelance contractor.
  • The goal is to resolve customer issues quickly and efficiently, with a focus on first-time resolution.

Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user. Swarming, which promotes teamwork over level-by-level escalation, encourages the initial point of contact seeing the issue through to resolution. Support technicians rely on advanced software in order to offer more efficient customer service. 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.

Docutech help desk engineer job description

Ticketing tools are necessary, but as customer expectations increase, your ITSM solutions and tools become just as important as the person handling the ticket. 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. This Help Desk Specialist job description template is optimized for posting on online job boards or careers pages and is easy to customize for your company. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions.