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

A help desk technician’s role can actually do you—and your career—plenty of good. Coursera’s editorial team is comprised of highly experienced professional editors, writers, and fact… Identity governance is table stakes for shutting down insider attacks and reducing the risks of a catastrophic breach. Getting identity governance right also helps eliminate compliance-related fines and audits – a win for any CISO or CIO managing identity sprawl today.

• You can create categories within the shared invoice to designate which messages have been addressed, assigned, or closed.
• A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts.
• IT certifications in support can vary between college courses and apprenticeships.
• However, you can usually expect them to about any previous training, experiences with customers, and experiences with technology.

This means immediately asking an end user where they are calling from and about their role within the company. Knowing this gives the help desk technician a gauge for how critical the end user’s problem is. This means making your current end user’s problem appear to be your number one priority, even if you don’t view it as a pressing issue. More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters. Because of this, it’s critical that help desk technicians possess specific qualities. Rasmussen University is accredited by the Higher Learning Commission and is authorized to operate as a postsecondary educational institution by the Illinois Board of Higher Education.

Take the first step toward a successful IT career

Comparatively, help desk engineers have the highest earning potential in the finance industry, with an average salary of $67,498. Choosing a career as a help desk technician offers a solid start in the IT industry. It offers a blend of technical challenges and people interaction, making it ideal for individuals who enjoy problem-solving and helping others. Despite the potential for stress and the demand for continuous learning, the career prospects, and job stability make it a rewarding choice for those interested in technology. The average salary range for a Help Desk Support is from $60,164 to $74,741. The salary will change depending on your location, job level, experience, education, and skills.

Help desk work is an excellent place to refine the soft skills that will serve you well as you progress in your career. That’s why we connected with IT professionals help desk engineer to find out just how valuable this experience is. Here are four ways working as a help desk technician can help prepare you for the IT career of your dreams.

Step 3: View best colleges and universities for Help Desk Support

Features include ticket management, collaboration capabilities, inventory, and customer service management. In addition to providing tools for customer support teams, the tool also provides insights to help teams calculate ROI and make decisions that improve customer satisfaction. You can automate workflows and create self service portals to save teams time and provide better customer assistance.

• That includes a ticket management platform that assigns, tracks, and manages customer service requests.
• Understandably, they may have a short temper when they finally reach you.
• Those who work entry-level help desk jobs are information technology (IT) professionals.
• 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.
• Core IT help desk software features include IT ticket management and risk detection.

Vivantio is a flexible and scalable customer service management platform. The API platform allows each customer support team to create best practices, permissions, and tasks based on their ideal processes. HappyFox offers an all-in-one customer support and ticketing system. The help desk software provides a single dashboard for managing email, phone, chat, and web requests.

Be Willing to Learn

Use the following few sections to ensure you’re confident and ready. Develop new skills or strengthen existing ones through educational programs, like a Professional Certificate. Not only can it help you build your skills and enhance your resume, but it can also open up job boards tailored to your search. For example, candidates who complete Google Career Certificates also gain direct access to job listings from over 150 Google-vetted US employers. You can get started with the beginner-friendly IT Support Google Professional Certificate.