What is IT Help Desk, Job Description, Certifications and Salary?

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Discover how you can learn while you earn more money, and achieve your highest potential with WGU. This course is formatted into a two-hour instructional video followed by a final exam. What’s great about this setup is that you can access the video on a TV or mobile device. That way, participants can take the training home with them and complete it outside of work.

What is a desk engineer?

Service Desk Engineers are the first point of contact in any organization for resolving or escalating issues relating to hardware, software, network, and others of computer end users when they raise requests through emails, instant messages, chats or phone calls.

Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process. From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period. While a formal education may help you get the job, a college degree is not necessary to become a help desk technician. IT certifications will prove that you have the skills to handle the job. CompTIA A+ is a widely recognized certification held by help desk technicians.

Effective Communication Skills

One of the most important traits of an excellent help desk technician is the willingness to learn. Humility and the capacity to accept constructive criticism from peers are required for a readiness to learn. This trait is highly appealing to businesses; almost every https://investmentsanalysis.info/icebreakers-for-virtual-meetings-that-are-fun-and/ firm wants to hire people who are lifelong learners. If moving beyond the help desk is your objective, increasing your desire to learn can help you get there. It will also enable you to hone your help desk abilities in order to better support end consumers.

  • This will help you maintain your calm and establish a connection with them.
  • This means that service desk engineers will need to be well-versed in a variety of technologies, including hardware, software, and networking.
  • What’s great about this course is that participants can choose to attend an in-person training session with an ITIL expert.
  • If there is anything being said here it should be that anyone can pursue IT-related careers, even if they majored in something completely unrelated — especially art-related backgrounds.

For example, one lesson explains how your reps can use a ticketing system to manage customer requests and breaks down the steps needed to implement this process. 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. You took the initiative and installed a help desk software for your customer service team, but like any new business tool, employees need to learn basic help desk skills before they put it into practice. Modern courses and learning activities in state-of-the-art technologies prepare you for your new career.

Certifications for help desk support

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 What does a Remote Customer Service Agent Do? laptops, gaming systems and phones to work? If this describes you, you have the aptitude to become a hel pdesk support specialist.

Service desk engineers can utilize this trend by developing skills in customer care and problem solving. 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. Software development, computer network architecture, and computer programming are other possible professions those working on the IT help desk or in other entry-level IT positions can pursue. In today’s ever-changing job marketplace, there’s no one career pathway.