Service Desk Support Analyst: Roles and Responsibilities BMC Software Blogs

As companies upgrade their computer systems and implement new applications, the need grows constantly for Help Desk Engineers, also called Technical Support Specialists. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. In this section, we take a look at the annual salaries of other professions. On average, the desktop support specialists annual salary is $7,482 lower than what help desk engineers make on average every year.

In some organizations, help desk engineers may also be responsible for managing the IT help desk, which would involve coordinating the work of the help desk engineers and ensuring that customer inquiries are resolved in a timely manner. A help desk engineer career can be a great way to start your tech career. It’s a field with lots of opportunities for growth, and it gives you the chance to work with a variety of technologies.

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This customer service course covers industry best practices on collecting ITSM metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. According to Google, completion time for the certificate program is around 6 months for a person willing to invest around 5-6 hours per week. All the training and other materials are self-paced and available on demand. So somebody who puts in more time will be able to finish it much faster. Another characteristic that every help desk technician should have is the ability to pay attention to detail. This works hand in hand with analytical thinking and entails listening attentively to your end-user to uncover indications as to why they are experiencing a technical difficulty, then zeroing down on and investigating the things that stick out to you.

  • This IT Certificate program also aligns with the objectives covered by the newly updated CompTIA A+ certification.
  • Use it to save time, attract qualified candidates and hire best employees.
  • Most medium and large sized companies have their own internal IT help desk support teams to address internal hardware and software issues that their employees face day-to-day.
  • It teaches learners how to interact with other roles and master specific performance skills.
  • Writing end user documentation to make sure that everyone understands how to use their computers, phones, software applications, etc.

Plus, there’s no guarantee that the service desks and help desks reported in this HDI survey align to our descriptions above. For example, many colleges and universities are implementing service desks to a “one-stop shop” to accommodate students with class enrollment and financial aid services, as well as answer, direct, or escalate general inquiries. Typically, smartsourced help desk representatives don’t get the opportunity to familiarize themselves with your business, resulting in limited integrating potential in your company and the inability to offer overall business process support. Their primary goal is to get your specific problem resolved as quickly and efficiently as possible. When technology doesn’t work as it should, it creates frustration among employees and keeps them from working efficiently. With Systems Engineering’s Help Desk service, you’ll experience a consistent, helpful approach to end-user support that minimizes employee downtime and improves business productivity.

Help Desk Skills & Responsibilities

It is becoming increasingly common for organizations to adopt service desks that offer business process support. A service desk engineer typically works multiple shifts during a month. Most companies provide round-the-clock customer support and technical engineers typically manage this support. An engineer may also be required to work weekends and holidays, depending on the organization.

  • In fact, they earn a $11,729 lower salary than help desk engineers per year.
  • There are industries that support higher salaries in each profession respectively.
  • Systematically interprets user problems and identifies solutions and possible side effects.
  • CompTIA A+is a widely recognized certification held by help desk technicians.
  • The salary of a help desk engineer can vary depending on their level of education, years of experience, and the company they work for.

He is very knowledgeable in his field and brings his knowledge and experience to this course. Setting up a Lab – Here you will learn about virtualbox, installation of Windows , IP addresses, adding external hard drive, and making snapshot and restore etc. There are no prerequisites as all the topics are covered in great detail and from scratch. I had a question about how to make the most of a campaign, and was helped in a very kind and gracious way.

Help Desk Technician Career Path & Training

However, help desk engineers can earn anywhere from upwards of $36,000 to $74,000 a year. This means that the top-earning help desk engineers make $66,000 more than the lowest-earning ones. Interface with in-house customer service and user setup personnel to determine solutions. Manage the PC refresh program help desk engineer transferring all user data remotely and installing require software applications. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. Joseph is a global best practice trainer and consultant with over 14 years corporate experience.

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In order to help more technologists master Python and IT automation, Google has designed this IT Automation with Python Professional Certificate program and is offering it through online education service platform Coursera. It entails making the most of your time in order to provide the greatest value to your end consumers. The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve. This entails asking an end-user where they are phoning from and what their job is inside the organization right away. Knowing this provides the help desk professional with an idea of how serious the end user’s situation is. The finest customer service representative always prioritizes end users.