How to Escape Your Entry-Level IT Role


By doing so, you ensure to deter candidates who don’t fit your needs and attract top talent who are looking to become a part of a serious organization. Is a help desk software application designed for small to medium sized businesses and Client Management is an End Point Management software application designed for Medium to Large sized businesses. It is never a good idea to be condescending or patronizing to a customer or a co-worker and doing so could be a sign that you are not happy and not cut out for this line of work. The friendlier and more respectful you are, the better the relationships you establish will be. If you are able to be kind to irate customers and help turn them into happy and satisfied customers by the end of your call, you should find that you can be very successful in an IT help desk. I have been in help desk for almost 2 years, I am currently still there and managing a few systems. I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed.

Is Helpdesk a stressful job?

There's rarely one party to blame for struggles between users and help desk staff — during help desk calls, users are under stress because they're unable to get their jobs done, and IT employees face the difficulty of dealing with people who often aren't knowledgeable when it comes to technology.

In addition to general computer knowledge, help desk technicians possess excellent problem-solving, communication and customer service skills. A service how to become a help desk engineer desk engineer may handle a company’s password authorization controls. There are service desk engineer jobs available all around the world.

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A CompTIA A+ certification demonstrates solid proficiency with computer hardware, while a Microsoft IT certification such as an MSCE indicates a deep knowledge of the Microsoft operating system. However, a publication from Microsoft indicates that they have ceased offering and supporting many of the older certifications, and offers guidance on what else you can do to acquire accreditation. Every help desk technician needs to be able to relate to the issue the customer is facing. Unless the help desk tech can place themselves in the customer’s shoes, they will not understand their stress or urgency. When you advocate for your customer and interact with them with genuine concern, helping them with a solution, the customer will be able to sense this. Help Desk managers are always on the lookout for good people that can empathize with customers. Having good communication skills will help you communicate solutions quickly and effectively and a system like Track-It!

How do you know if tech is for you?

A few good indicators a tech career path might be right for you include things like: You like problem-solving. You want to do creative and exciting work (and get paid well for it) You're curious and a lifelong learner.

Understanding and proactive maintenance of daily system performance, the ability to diagnose client problems, and natural follow-up and follow-through abilities are all key components of the help desk support position. Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace. Despite the disadvantages, working at the help desk may be quite rewarding if the proper characteristics and abilities are acquired. IT Help Desk technicians play a pivotal role in running any company. They help support business end-users and make sure that the enterprise technology that organisations rely on to do business remains up-to-date and runs as consistently and smoothly as it should. Most medium and large sized companies have their own internal IT help desk support teams to address internal hardware and software issues that their employees face day-to-day.

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This trait is highly appealing to businesses; almost every firm wants to hire people who are lifelong learners. If moving beyond the help desk is your objective, increasing your desire to learn can help you get there. It will also enable you to hone your help desk abilities in order to better support end consumers. 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. The finest customer service representative always prioritizes end users.

  • However, job growth for help desk technicians will be tempered as cloud computing continues to increase the productivity of technical support solutions, thus requiring less man-hours and personnel to accomplish the same tasks.
  • The primary purpose of this role is to handle entry-level incoming help desk trouble tickets and assist with requests from all end-users, either via the help desk software, phone, or email.
  • Our experts have created this list of best IT Support, Customer Service and Help Desk courses, certifications, trainings and classes that are available online.
  • Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization.

Business owners can 500apps to get accurate, timely data that can help them make decisions better. 500apps aggregates the most accurate data and connects you with decision-makers and their confidants with ease. All the apps are very handy as we have the best customer success consultants working together with our Sales Director.

Additional training and education

By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and speaking skills. Finally, you must be able to explain technology to individuals from non-technical backgrounds. As a Customer Support Engineer you are responsible for providing support to customers regarding their IT infrastructure in various technical areas. You can be employed in the installation, intervention, internal repair, helpdesk or service delivery team. In a project for a customer you are responsible for taking up one or more tasks.

become a help desk engineer

A service desk engineer is responsible for providing technical support for customers experiencing computer problems. A service desk engineer is a front-line computer technician who interacts directly with customers.


As of May 2011, the median annual wage for network administrators was $71,000. For many people, Technical support and help desk positions are the traditional points of entry into IT. Since most industries nowadays rely on technology, IT and help desk support staff has opportunities to be employed within a wide variety of industries.

become a help desk engineer

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