Become A Help Desk Engineer

This trait is highly appealing to businesses; almost every 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.

Axelos offers a popular ITIL Foundation training course teaching participants the basics of customer support and how to use help desk tools. ITIL shares the best practices that are used when providing IT services to consumers. This course explains each best practice and provides exercises that help service reps master the ITIL approach. While you may not be the first employee in the operation to greet customers, you are a reflection of them in terms of your attitude when they do get to you. Customer service skills are equally as important as your ability to solve for the customer in this role. In this post, we’ll list some basic skills every rep should have and share the best help desk certifications available for your customer service team in 2022.

become a help desk engineer

I would love to get a opportunity to learn more but the card have not been dealt that way. You may be the type of person who really enjoys troubleshooting computer issues – or the person your friends come to for advice on software, hardware and new apps. According toUSA Today, it’s an industry that has more demand than supply.

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At least 1 year of field service for Windows desktop support is preferred or a bachelor’s degree in a related technical disciple. From the minute someone generates an inquiry to the end of your call, you should be like a detective, looking for clues throughout the conversation. Sometimes even the simplest things that the customer says, which they may not believe are essential, could hold the key to solving the problem. A good help desk technician pays attention to even the smallest detail and is always on the lookout for clues during a conversation that could help them solve the problem. Every help desk technician needs to be able to relate to the issue the customer is facing. Unless the help desk tech can place themselves in the customer’s shoes, they will not understand their stress or urgency. When you advocate for your customer and interact with them with genuine concern, helping them with a solution, the customer will be able to sense this.

  • IT help desk technicians can take advantage of this trend by becoming familiar with these tools and how to use them effectively.
  • Large companies in most major industries (telecommunications, manufacturing, etc.) employ help desk analysts, and many analysts are employed directly by specialized IT firms.
  • A career as a help desk technician can be a great way to get started in IT.
  • Find out how different WGU is about personalizing and supporting your education.
  • Secondly, you must be able to help customers who likely have little IT experience and are having a stressful and confusing problem without actually being able to see or physically interact with their machine.

Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure. Take one or two soft skills courses every year, as well as any technical courses related to your work function, to improve your skill level and confidence. Help desk personnel regularly work with other IT experts to resolve end-user concerns. A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely. Help desk personnel communicate with their peers even during routine tasks like shift changeover.

Are You Unchallenged And Ready To Grow Your Skills And Career?

While some may work for large software companies or support service firms, others work in call centers. An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again. If handling support calls via phone and email is not appealing to you, you have other options. For example, if you’re interested in repairing computers, but you want a more hands-on job, you might consider becoming a PC technician. PC technicians physically install and maintain computer equipment, and they often travel to clients’ locations to work.

The role of a help desk technician is one that requires an individual to be highly attentive and detail-oriented. They are often the primary point of contact for end users who have questions or issues with their computer systems, software applications, or other technology-related equipment. Telsyst February how to become a help desk engineer 26, 2014 It’s a dirty job but someone has to do it. Everyone hates making the call to their cable company, cell phone company or any customer service specialist, but you need some help in these situations. Some people never grow the thick skin you need to have to deal with some of the backlash that comes.

Average Help Desk Engineer Salary

Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals.

become a help desk engineer

Modern courses and learning activities in state-of-the-art technologies prepare you for your new career. An extensive video library forms the heart of the training process, supported by an automated Dashboard and Activity Tracking Log and a personal Career Advisor to help you achieve certifications and core competencies. Our online training is a convenient option for anyone juggling the demands of a family or a job.

Level I Help Desk Engineer

Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support. They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization. Users will be trained on the fundamental systems and computer operations by the help desk personnel. Understanding and proactive maintenance of daily system performance, the ability to diagnose client problems, and natural follow-up and follow-through abilities are all key components of the help desk support position. Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace. Despite the disadvantages, working at the help desk may be quite rewarding if the proper characteristics and abilities are acquired.

The required skills and education you’ll need to become a help desk analyst vary widely depending on the type of position you’re seeking. The majority of help desk analyst jobs require some postsecondary education in a computer-related field, although a degree isn’t always necessary. The BLS reports that, in addition to meeting basic qualification requirements, help desk analysts may need to successfully complete on-the-job training that lasts 3 months or more. This certification is great for help desk or call center specialists.

Only Gladly Makes Customer Service Radically Personal

So, if you’ve been offered a place with us, we wholeheartedly welcome you to the team and look forward to exciting times ahead. Click through for our press releases, company news, industry publications, and more. Approach Our vision is to offer world-class, end-to-end, integrated software and consultancy solutions for the entire lifecycle of ports, terminals and warehouses. A scalable portfolio of solutions that work for small or large operations, either manual or automated. Case Studies In-depth research analyses from the experts at TBA Group providing insights and solutions to industry challenges. Optimisation Solutions Increase your terminal performance with these software solutions.

become a help desk engineer

You see, it is safe to say that if someone made it all the way from zero to an entry-level IT job, he or she probably has a Net+, CCNA or even a college degree. So, unless God himself gifted them with unlimited talent and brainpower, they’re likely to be self-disciplined and motivated. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. This article is part of an IT Career News series called “Your Next Move.” These articles take an inside look at the roles related to CompTIA certifications.

Patience, empathy and a positive attitude are extremely important in helping you turn the most frustrated customer into a happy and satisfied customer. Yes, you can get to a managerial or executive-level position—even a seat in the C-suite—from the IT help desk. It can be tough to see the top through all those rungs on the ladder, but the top is closer than you think. All that customer service and communication experience you gained while helping colleagues learn and use new technologies will help you work your way to the top. Eric Bloom, the executive director of the IT Management and Leadership Institute and a former CIO, writes in CIO that communication is key to IT’s efficiency, effectiveness, and value. Patience – you’ll often deal with end users who are not technical and will struggle to follow your instructions no matter how clearly you feel that you’re giving them. You’ll need to have “the patience of a saint” to work on the service desk, without it you’ll likely get frustrated quickly and your customers will sense your annoyance.

They spend their time helping with little things instead of working on stuff that can directly translate into big time promotions. Sure, it’s great if you’re just starting out and need to get some experience but, expecting to have a lucrative and fulfilling career in it is delusional. Learn about programs in science, technology and society, which focus on how scientific and technological advancements affect… If you are looking forward to being placed as a freelance Service Desk Engineer in the Top Freelance Marketplace, visit It helps you to connect with employers who are seeking candidates with the appropriate skill sets.

If you can’t show empathy to your customers you won’t last long in a technical support role. A generic help desk listing could include either of these skill levels, and some listings will require a bachelor’s degree in IT or a related field. The team at Workable provides a generic help desk technician job description, which should help you understand the general expectations and minimum requirements. The work environment for an IT help desk technician is usually in a call center or office. This means that they may have to work nights, weekends, and holidays. The job can be stressful because they have to deal with irate customers who are experiencing technical problems.

As technology becomes more advanced, businesses are starting to use remote support tools to help them manage their IT infrastructure. This allows them to get help from professionals without having to bring them into the office. As businesses continue to rely on technology, the need for more technical talent will only grow stronger.

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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. Let us understand the help desk skills required for a support agent to provide seamless customer support.


Provide technical peer consulting to our team members and work with other departments to ensure customer success. Help our team identify recurring issues and how to solve them forever. Acing the Shopify SEO basics, like keywords, site structure and indexing, will help online brands to grow a steady stream of customers. If you’re going to attract quality candidates, you need to set the tone by creating a thorough and accurate set of qualifications on your job description.

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