How to Become a Help Desk Support
Step 1: Understand the job description and responsibilities of a Help Desk Support
What does a Help Desk Support do?
A Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support typically requires 3-5 years of related experience.
IT help desk support staff help in resolving any IT related issues in an organization.
IT Help Desk Support Job Description and Requirements.
IT help desk support staff helps end users, employees, and companies, efficiently use IT hardware and software and address issues or challenges that may arise from using them.
Their job description primarily entails providing users with all hardware and software technical support.
The IT help desk support staff installs, configures, and tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
Step 2: Learn best tips to become a Help Desk Support
Best tips for those who want to become a Help Desk Support
Here are some tips to become a Help Desk Support.
Identify and evaluate the problem level.
Gauge the customer’s technical level.
Check for previous support tickets.
Take detailed, useful ticket notes on every interaction.
Direct customers to self-service solutions like Q&A, forums, and video.
Step 3: View best colleges and universities for Help Desk Support
Best colleges and universities for Help Desk Support
- Butler University
- Carroll College
- Cooper Union
- High Point University
- Princeton University
- Providence College
Step 4: Think about whether is it worth to be a Help Desk Support
Is being a Help Desk Support Worth it?
Intellect Solutions understands the help desk function is not just about people logging incidents.
Our Global Service Desk integrates people, products and processes for speedy incident resolution, improved end-user productivity, and optimal service quality.
Further, Intellect Solutions performs software system maintenance including site monitoring/analyses, system upgrades and enhancements, lifecycle maintenance and support, inventory software applications, and associated documentation such as licenses.
An effective help desk can easily convey a message that your business is customer-centered rather than focused on sales.
Whether you need one centralized help desk or several depends on the size of your business.
Step 5: Prepare relevant skills for being a Help Desk Support
What skills do you need to be a Help Desk Support?
There are many skills required to succeed in this role, which vary in importance depending on the exact role and department size. The daily workload for this job will be highly dependant on these skills: Computer Troubleshooting, End-User Training, Help Desk / Desktop Support, Issue Resolution, Laptop Repair, Mobile Computing, Mobile Device Support, Password Resets, Solution Delivery, Solution Management, Technical Troubleshooting, User Guides. Some of the more basic skills required are: General Office Software, IT Help Desk Software, Operating System. By growing your skills to reflect the ones mentioned, you are more likely to succeed in this role, and move forward to a more senior position.
To improve your performance as a help desk support professional, you need to develop certain skills and qualities.
In order to excel in your help desk support career, you need to possess certain skills and qualities.
Patience creates room for greater service; it allows the help desk support staff to take enough time to better understand the customer’s problems.
The IT help desk support staff installs, configures, and tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
To work in an IT help desk support position requires technical skills and advance computer skills.
Step 6: View average salary for Help Desk Support
How much does a Help Desk Support make?
The average salary range for a Help Desk Support is from $60,620 to $75,305. The salary will change depending on your location, job level, experience, education, and skills.
- View average salary for the United States
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Average salary for Help Desk Support jobs
Step 7: Find relevant Help Desk Support jobs, and apply.
Looking for Help Desk Support jobs?
Here are some Help Desk Support jobs in the United States.