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

Service and help desks are an essential piece of successful IT service management. Ticketing tools are necessary, but as customer expectations increase, your ITSM solutions and tools become just as important as the person handling the ticket. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. You must have business awareness to be a good help desk technician. This entails asking an end-user where they are phoning from and what their job is inside the organization right away.

In contrast, help desk engineers make the biggest average salary of $67,498 in the finance industry. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range. The U.S. Bureau of Labor and Statistics correlates these salaries, indicating a mean annual wage of $55,050. It offers the opportunity to work with a variety of technologies, solve problems, and help people. You’ll also learn a lot on the job, which is important for staying current in your field.

SALES AND SUPPORT

They’re 2.8% less likely to obtain a Master’s Degree while being 0.6% less likely to earn a Doctoral Degree. 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. Another way to advance your career is to specialize https://remotemode.net/ in a particular area of service desk engineering. This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service. As a specialist, you will be in high demand and can command a higher salary. IT technical support staff diagnose and solve software and hardware problems for computer users.

Discover the impact intelligent automation can have on creating and deploying innovative services. Provides leadership to deliver the service culture required to deliver required organizational outcomes. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken. Systematically interprets user problems and identifies solutions and possible side effects.

IT Help Desk Technician job description

On average, desktop support specialists reach similar levels of education than help desk engineers. Desktop support specialists are 2.1% less likely to earn a Master’s Degree and 0.6% less likely to graduate with a Doctoral Degree.

• Telsyst February 26, 2014 It’s a dirty job but someone has to do it.
• They typically work during regular business hours, but they may be required to work evenings, weekends, and holidays to meet the needs of their employer.
• “escalate,” “provide technical assistance,” “help desk,” and “mac” are skills that have shown up on help desk engineers resumes.
• All the apps are very handy as we have the best customer success consultants working together with our Sales Director.
• Additionally, help desk engineers earn an average salary of $67,498 in the finance industry.
• Make changes to domain registration DNS for various applications such as google apps.

The information engineer profession generally makes a higher amount of money when compared to the average salary of help desk engineers. The difference in salaries is information engineers making $52,559 higher than help desk engineers. BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead. The ITOps Times reported that the Service Desk will take the role of “Uber for Business”, supporting tech-savvy employees with knowledge on the latest IT-approved applications available on their service portal or any app store. Help desk workers that are empathetic can connect with their customers and make them feel understood. Active listening abilities are the easiest method to become more sympathetic.

Level 5 (Manager role)

A service desk engineer job description typically includes both technical and communication skills. The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location.

• Joseph is a global best practice trainer and consultant with over 14 years corporate experience.
• • IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration.
• Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Service and help desks are an essential piece of successful IT service management.
• At Booz Allen Hamilton, help desk engineers earn an average of $83,961, while the average at Cognizant is $72,586.

• Candidates must have excellent communication, customer service skills and the ability to extract information from end users to resolve network, server and computer related hardware/software issues. Candidate must be able to ask questions to determine the scope of what they are troubleshooting. IT support engineers, also known as technical support engineers, provide technical support for clients experiencing help desk engineer hardware, software, and networking issues. They work either on-site or via remote systems to assist with software installations, network failures, hardware malfunctions, and other IT related issues. As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well. A service desk engineer may handle a company’s password authorization controls.