You can work on both simultaneously with a foundational online course like Google’s Technical Support Fundamentals. You may already have some qualifications to become a help desk technician today. For example, if you’ve worked in customer service before then you have a solid foundation, but you may need to build your technical skill set. The role of a help desk engineer includes a wide range of responsibilities. These responsibilities can vary based on an individual’s specific job, company, or industry.

Core IT help desk software features include IT ticket management and risk detection. It also simplifies and automates service requires which helps to boost productivity and reduce support workload. This allows IT help desk engineers to provide a more efficient service. The helpdesk role is changing with the introduction of new technologies. With a team prepared with both soft and hard technical skills, you’ll be more prepared to face the changes ahead. Today, an effective helpdesk offers omnichannel support with seamless phone, email, live chat, and SMS support.

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

They provide you with the necessary support you need with all your assets and processes. They also offer excellent customer service and advice to all users in different types of companies. If you’d like more information about IT help desks for your business, get in touch today. IT certifications in support can vary between college courses and apprenticeships.

• Help Desk Engineers must have excellent customer service skills, as well as a strong technical background.
• The self service and willingness to learn goes a long way in helping improve skills and knowledge, most of which will be accumulated on the service desk role as a whole.
• Depending on the company, IT help desk engineers can also work per hour.
• As a help desk tech, you are on the other end of that ticket, and you are answering the phone.
• They’re 2.8% less likely to obtain a Master’s Degree while being 0.6% less likely to earn a Doctoral Degree.

As technology becomes more widespread, businesses are using it to improve the way they do business. This includes using technology to automate tasks, such as customer service, and to connect with customers in new ways. Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs. Service desk engineers will be needed to provide support for the vendors providing these services.

What does a help desk engineer do?

An IT help desk job salary can depend on the company and where you work. Rewarding IT careers often begin on the help desk and the support field is booming at the moment. Many businesses are continuing to expand their operations and need to invest in technology in order to support this growth. The IT help desk job market is expected to continue to be on the rise in the coming years. Customer service desk reps need to be meticulous and detail-oriented when dealing with support request.

We ranked the top skills for help desk engineers based on the percentage of resumes they appeared on. For example, 7.7% of help desk engineer resumes contained troubleshoot as a skill. Continue reading to find out what skills a help help desk engineer desk engineer needs to be successful in the workplace. IT Helpdesk Engineer – Central London We are seeking an IT Help Desk Engineer to join our IT support team, serving as the main engineer responsible for our London office.