You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. In contrast, someone who is technically proficient but without experience in customer service should focus on building their communication skills. You can work on both simultaneously with a foundational online course like Google’s Technical Support Fundamentals. 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.
Let’s look at the service desk support analyst role, including typical responsibilities. There are so many paths a technology career can take – and many of them intertwine. Use your time at the help desk to observe, ask questions and learn what it is that you’re passionate about.
Have Business Awareness
Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals. The Google IT Automation with Python Professional Certificate, on the other hand, is an eight-month course teaching skills such as Python, Git, and IT automation to support career growth. If you like to code, design and create, put that passion to use as a web administrator. Web administrators design, develop, maintain and troubleshoot websites. The CompTIA Cybersecurity Career Pathway can take you in many different directions. Adding CompTIA Cybersecurity Analyst (CySA+) or CompTIA PenTest+ will take your career to the next level.
Then, take that knowledge, put a plan into place and take your career to the next level. Since web developers are responsible for both the design of the site as well as the site’s technical aspects, this role requires IT knowledge and customer-facing skills. A great addition to CompTIA A+ (or CompTIA ITF+) would be Google Cloud, RedHat or Microsoft certifications. IT certifications like CompTIA A+ and CompTIA Server+ will show employers that you have the expected knowledge and skills to succeed as a data center technician.
What does a help desk technician do?
While similarities exist, there are also some differences between help desk engineers and desktop support specialist. IT technical support staff diagnose and solve software and hardware problems for computer users. You can find opportunities across a range of experience levels, from entry to expert. While AI is playing a bigger role in providing customer service, it is an area that will always need human expertise and understanding, ensuring job security for the long term.
Support & Services
Help desk technicians belong to the occupational field of computer support specialists. The US Bureau of Labor Statistics (BLS) projects 5 percent job growth for careers in this field between 2022 and 2032 4. Those interested in working in IT can get their start as a help desk technician before acquiring the skills to pursue more specialized roles. They provide you with the necessary 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.
An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help. This means customer requests are handled more quickly and efficiently. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.
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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. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed.
- This role is tasked with overseeing the development of new databases, monitoring database performance, and interpreting raw data and turning it into usable feedback and applications.
- In fact, CompTIA research reveals interesting breaks from traditional career paths for workers after the help desk.
- At Auxilion, we are always on the lookout for qualified and experienced IT professionals, including service desk engineers.
- This characteristic is very attractive to employers; virtually every company wants to hire employees who are lifelong learners.
The average salary for a service desk role as of June 2024 is $55,000 per year, based on self-reported data. The range starts at $42,000 and goes up to $66,000 for those with more experience. The U.S. Bureau of Labor and Statistics reports a wage of $69,240 for computer user support specialists and $71,530 for computer network support specialists. A service desk analyst fulfills the role of the first point of contact when users require technical support. They must bring technical expertise and the ability to quickly assess a situation to resolve or escalate it. An effective help desk analyst will have a knack for interacting with people and a calm and effective presence.
Levels four and five tend to be management levels, and level six will be the head of a department. These levels vary according to the size and function of a company, but having levels means it’s possible to advance in your career and move to other companies, with a clear distinction of the level you’re working at. This role is tasked with overseeing the development of new databases, monitoring database performance, and interpreting raw data and turning it into usable feedback and applications. And if you’re embarking on a new field, you may have to learn some new concepts. Don’t worry – CompTIA offers training solutions for its certifications.
If you’re a methodical thinker who’s good at monitoring processes and making sure everything runs smoothly, then CompTIA Server+ may be a good next step for you. It ensures IT pros have the skills needed to work in data help desk engineer centers or cloud environments. Those pillars include infrastructure, cybersecurity, data and software development.