Helpdesk Support Job Description

The Role of a Helpdesk Operator

The role of a helpdesk operator is to provide first-level support to in-house staff and remote staff. A helpdesk operator is expected to respond to and deal with technical queries, provide customer service to clients, provide recommendations on company application purchases, assist with installation and configuration of computer systems, upgrade and replace network hardware and help with computer problems. Other responsibilities may include support of operating systems and software.

A first-line support for end users who face problems with computer software and hardware is the main responsibility of a helpdesk operator. The operator is the first point of contact for all communication issues between an organization and customers. The operator can determine the source of the problem and provide appropriate solutions to it.

The person in the role needs to be a liaison between the customers and the technical department. The responsibilities of a Helpdesk operator include hardware and software installations, providing input to management for purchasing applications and hardware, providing computer and communication orientation to new staff members, and training new staff members through developed, on-the-job-training modules. Operators are required to use their own initiative and operate under supervision.

A positive approach to additional tasks is a plus. The role of a helpdesk operator is attractive to people because it is an entry level position for someone interested information technology. The technical demands are not as demanding as they would be for more senior positions.

Help Desk Support Specialists

Technical assistance and support related to computer systems, hardware, and software is provided by help desk support specialists. They are responsible for answering questions and resolving issues in a timely manner. The help desk is often used to interact with users of the computer and system.

Users will be trained on basic computer functions. The help desk support has to understand proactively maintain daily system performance, have the ability to fix customer problems, and have follow-up and follow-through skills. Businesses will need help desk support as they grow.

In the past, some traditional help desk tasks have been done by third parties, but there will always be a desire for on-site support within every large company. Help desk support specialists can create a niche skillset by learning and specializing in certain types of technology, systems, or hardware, and can be found in all industries. Project managers in the US make an average base salary of $43,835.

The higher the salary, the more niche the help desk support specialist has. An Application Support Specialist makes more money than the average person. You will be able to hone your skills and specializations if you gain more knowledge and experience in the support area.

The Essentials of a Help Desk Support Specialist

Technical user support and customer service are provided by help desk support. The help desk support specialist can help with problems. 1.

A valuable quality for anyone in the help desk support career is patience. The help desk support staff can take more time to understand the customer's problems if they are patient. They will be able to serve them better if they understand the customer and know what they want.

You need to be patient when dealing with customers who are confused and downcast. 3. When you are flexible in your job, you will be able to relate well to customers who have different issues to resolve.

You can easily handle customers of different behavioral types if you are flexible. A help desk support agent can handle both a customer and angry one at the same time. 5.

Good organizational skills are needed to cope with multiple tasks across various platforms. You will have less errors in your work section when you stay organized. You need to organize your time and equipment in order to plan your tasks superbly and keep better track of your work materials.

Nerds on Call: An Overview of IT Help Desk Support Staff

IT help desk support staff helps users use IT equipment efficiently. IT help desk support staff can help employees with hardware and software issues, and can also answer general IT questions. Hardware and software companies have their own dedicated IT help desks.

IT help desk support staff can find themselves employed in a wide variety of industries since technology is used in most industries. They are employed by both hardware and software companies. The IT help desk support staff is a junior level position.

They work under the direction of an IT support manager. Senior IT help desk support staff are paid more. The National Bureau of Labor Statistics says the demand for computer support specialists will rise by 10 percent through the year.

IT help desk support staff have to use analytical skills to find the root cause of the problem. They can either address the issue or give it to someone who is more qualified. It is possible to get an IT help desk support position with just a high school degree, but many candidates have at least an associate's degree information technology or computer science.

The national median salary for computer support specialists is over $50,000 according to the National Bureau of Labor Statistics. The bottom 10 percent make less than $30,000, while the top 10 percent make more than $82,160. Nerds on Call is a website of an IT consulting firm.