Helpdesk Engineer Job Description

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This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. • Bachelor degree in Communications • 2-3 Years Experience in a similar job • Resident of Cairo • Age should be below 27 years • Basic knowledge in administrating MS Active Directory. Most commonly, a help desk is a contact point for customers who have questions or need help with general tasks, such as late shipping or placing an order. Within an organization, these differences may tend to cross over in many ways.

This article is part of an IT Career News series called Your Next Move. These articles take an inside look at the roles related to CompTIA certifications. Each article will include the responsibilities, qualifications, related job titles and salary range for the role. As you consider the next move in your IT career, check back with CompTIA to learn more about your job prospects and how to get there. The employment of help desk engineers is expected to grow much faster than average over the next decade. A strong working knowledge of computer systems, hardware, and software.

Level 2

Typically, help desks are a small part of broader service options. Proven experiences with Corporate IT systems in a SaaS and Cloud focused environment. help desk engineer Responsible for all IT related onboarding and offboarding procedures including account creation, laptop setup, and user provisioning.

If you already have your own in-house help desk, updated software may be a great solution to providing the best possible support to your customers. Let’s discuss the differences between the help desk and tech support. Grammarly’s engineers and researchers have the freedom to innovate and uncover breakthroughs—and, in turn, influence our product roadmap. The complexity of our technical challenges is growing rapidly as we scale our interfaces, algorithms, and infrastructure. Read more about our stack or hear from our team on our technical blog. Influences the strategic direction and takes responsibility for the full range of customer service functions, including organizational frameworks for complaints, service standards and operational agreements.

Have Business Awareness

His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management. Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Delivering customer service through multiple channels including human, digital, self-service, and automated.

what is help desk engineer

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. This IT help desk technician job description template includes the list of most important IT help desk technician’s duties and responsibilities. Use it to save time, attract qualified candidates and hire best employees. BPO and tech support have some overlapping qualities, but they are not the same.

Service Desk Support Analyst: Roles and Responsibilities

Help desk engineers can capitalize on this trend by becoming certified in additional technologies or by developing their problem-solving skills. By doing so, they will be able to provide even more value to their employers and set themselves apart from the competition. Top 5 help desk technician interview questions with detailed tips for both hiring managers and candidates. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance.

  • From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period.
  • You will answer queries on basic technical issues and offer advice to solve them.
  • Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace.
  • A help desk engineer career can be a great way to start your tech career.

Process Jira requests related to a user account, service, hardware, software, and endpoint management. Time management does not always imply arriving to work on time. It entails making the most of your time in order to provide the greatest value to your end consumers. The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve. 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. Knowing this provides the help desk professional with an idea of how serious the end user’s situation is.

Recruiting Services

Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence. Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. As technology changes, so too will the role of the service desk.

what is help desk engineer

Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills. A high standard of customer service is also an important part of the role. Job Specifications • Troubleshooting user problems, software, hardware & mobile. • Install and configure users’ PCs, Mail, and different desktop applications • Support users issues across various IT Systems • Handling user network problems.

IT technical support staff diagnose and solve software and hardware problems for computer users. Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes.

what is help desk engineer

Your employees are at the heart of your business and one of your greatest assets. Productivity barriers that hinder their effectiveness must be addressed. Systems Engineering’s Help Desk service streamlines the support of your organization’s dynamic workforce to address any IT related issues. Our experienced and highly-trained help desk engineering team works diligently to troubleshoot and solve your end-users problems so they can get back to work quickly. Helpdesk engineer provides technical support of complex work problems involving computer technology to include workstation & server hardware, networking hardware, networking infrastructure and various operating systems software. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company. This provides an overview of how the organization works and what the customer expects from the technical department that can only be learned with hands-on experience.

What Is the Difference Between Desktop Support and Help Desk Support?

A help desk service operation assists with quick fixes to end user IT issues. For example, if you forgot your password and needed to reset it, you would contact a helpdesk for assistance. The IT Help Desk Engineer will be responsible for L1 support of all user tickets, inventory management, hardware procurement, and deployment of IT equipment across the organization. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that’s right for you. To become a help desk engineer, you’ll need some experience in IT and networking.

What makes a successful IT helpdesk?

To build a successful IT service desk, start with workable SLAs. Set up communication channels to users about problems and outages and track metrics to gauge whether the service desk is improving or needs work. For these three tasks, solicit feedback from service desk customers and business stakeholders.

• Maintaining users’ requests on Service Desk, Phone Calls, and IM. • Troubleshooting, fixing and testing physical network elements . Help desk personnel regularly work with other IT experts to resolve end-user concerns. A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely. Help desk personnel communicate with their peers even during routine tasks like shift changeover. Collaboration enables them to deliver value and should not be overlooked.

Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process. A desktop support team is made up of specialized technicians who directly access a phone, computer, tablet, or other device in order to resolve issues. This type of support usually relies on virtual chat or a phone call to communicate with the customer while working through the problem. For example, if your printer wasn’t working, you would call a help desk.

Mary Davis
My name is Mary Davis. I am successful broker. I want to share my experience with you through tutorials and webinars. For any questions of interest, please contact us by e-mail: [email protected]. +1 973-709-5130


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