Help Desk Support
What is a Help Desk Support?
A Help Desk Support is someone who provides technical assistance and support to computer system users.
What does a Help Desk Support do?
A Help Desk Support usually does the following:
- Provides technical support to users by phone, email, or in person
- Troubleshoots and resolves hardware and software issues
- Assists users with setting up and configuring computer systems and software
- Documents and tracks customer issues and resolutions
What does the day-to-day life of a Help Desk Support look like?
A Help Desk Support typically works during regular office hours, such as 9am to 5pm. However, some organizations may require support outside of regular hours.
A typical day for a Help Desk Support involves:
- Answering phone calls and emails from users seeking technical assistance
- Diagnosing and resolving hardware and software issues remotely or by visiting the user's location
- Assisting with computer system setups and software installations
- Logging and documenting customer issues and resolutions in a ticketing system
Where does a Help Desk Support work?
Help Desk Support professionals can work in various types of companies, including:
- IT support companies
- Technology departments of large organizations
- Government agencies
- Healthcare facilities
- Educational institutions
Help Desk Support professionals can work both in-house and remotely, depending on the company's setup and requirements.
What tools/software/hardware does a Help Desk Support use?
A Help Desk Support uses a variety of tools and software including:
- Remote support tools like TeamViewer or AnyDesk for troubleshooting and resolving issues remotely
- Ticketing systems like Zendesk or ServiceNow for logging and managing customer issues
- Diagnostic tools to identify hardware or software problems
- Common hardware components like computers, laptops, printers, and networking equipment
- Operating systems like Windows or macOS and productivity software like Microsoft Office
What do I need to become a Help Desk Support?
There are a few ways to become a Help Desk Support, including:
- Bachelor's degree: While not always required, a degree in a relevant field like computer science or information technology can be beneficial for job opportunities and advancement.
- Certifications: Some employers may require or prefer certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience: Gaining experience through internships, entry-level IT positions, or volunteer work can help you start your career as a Help Desk Support.
What career paths are available?
As a Help Desk Support, there are several career paths you can explore, including:
- IT Support Specialist: Providing advanced technical support for complex issues and systems.
- System Administrator: Managing and maintaining computer systems and networks.
- IT Manager: Overseeing the IT department and making strategic decisions related to technology.
To start on these career paths, you can gain experience and enhance your skills through continuing education, certifications, and on-the-job training.
What jobs are similar to Help Desk Support?
- Desktop Support Technician: Providing on-site technical assistance and resolving hardware and software issues.
- Technical Support Specialist: Offering technical support and troubleshooting for specific software or hardware products.
- Network Administrator: Managing and maintaining computer networks and infrastructure.
If you are a Help Desk Support, we want you to share your experiences with those looking to start or change their careers to Help Desk Support. If you're interested, contact us at mail@calumchilds.com.