Help Desk / Software Support / Technical Support

What is a Help Desk?

Most help desks are part of a medium to large organisation’s IT support function, reporting into the IT group. People employed in this capacity can have various titles, from Help Desk Representatives, Software/PC Support and Technical Support. While even the smallest organisations need these types of services, they may not have the financial or technical resources to set one up, relying instead on an external IT Help Desk. Alternatively, a Help Desk may consist of a small number of highly skilled IT professionals that support specialist equipment worldwide.

The term ‘Help Desk’ is greater than most people’s interpretation of it (a call centre environment) and these days can be a career unto itself, from career entry positions, to Senior Help Desk Specialists.

What do people do on a Help Desk?

Help Desk first level representatives provide assistance to baffled and frustrated computer users. They combine customer service, technology training and computer troubleshooting abilities. They answer phone calls, interpret problems, provide simple technical support, keep track of issues and resolutions, use automated diagnostic programs and resolve recurrent problems.

Help Desk Representatives may be called on to work outside the 9-to-5 day if the organisation’s activities require computer users to work beyond those hours. They can also expect to straddle both edges of the technology curve. They need to constantly learn about new technologies while still supporting older installations.

Career Paths

For many, the Help Desk position is the foot in the door. For others, it’s rewarding career. There are many opportunities within the Help Desk! Most help desks have multiple escalation teams. As a technician gets more knowledgeable, they become a resource for junior technicians. Rather than answering phone calls when they first come in, level-two technicians are “on call” to answer questions that the level-one technicians cannot resolve. Another career path is to become a supervisor of the Help Desk.

Technical support technicians who want to change the scope of their duties may also look outside the Help Desk environment for advancement. The Help Desk is a typical start for network administrators and field technicians. It’s a great way to have understanding of user issues before having to face them directly. Being able to handle reactive situations also enables you to build better proactive solutions once you have the opportunity.

The hidden skills required

Help Desk Representatives need to possess great customer service skills, including customer oriented telephone and email/chat abilities with the capability to respond quickly, competently and patiently. These individuals must be able to gather information, evaluate options and offer good solutions.

It also takes a special quality to quickly assess the user’s skill level and to present them with a solution that they will be able to perform. You may be speaking with a network administrator with every certification in the book on one call, but on the next call you will be speaking with a 78-year old grandmother with a brand new computer her grandchildren purchased for her and she doesn’t know where the ‘On’ button is.

An understanding of both the overall systems environment, such as system maintenance, workstation support, Internet connectivity and security services, as well as the specific products in use is crucial. Familiarity with alternative products and the nature of technical problems is also important.

Help Desk Representatives need to know how to present complex technical information to non technical audiences. The ability to design and deliver instructional training is also valuable.

Choose the following qualifications to get you there: