Support jobs can be difficult, but this person doesn’t allow negative customer interactions to become contagious. In the face of a tense or charged situation, this person knows how to stay logical and focus on solving the issue at hand. They approach customers with empathy, don’t complain about customers when things get tough, and look for what can be learned from the situation. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. Empathy is hands down more important than technical help desk skills. Empathetic help desk technicians can better connect with their end users and make them feel understood.
Wouldn’t it be great to base your career path on the computers, gadgets and technologies that already hold your interest? Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Certified Helpdesk Support Technician at your business premises. Experience expert-led classroom learning from help desk engineer the comfort of your workplace and engage professional development. Patience creates room for greater service; it allows the help desk support staff to take enough time to better understand the customer’s problems. In order to excel in your help desk support career, you need to possess certain skills and qualities.
What skills do you need to be a Help Desk Support?
For a help desk technician, time management can’t be overemphasized. It involves making the most of your time so that you can deliver maximum value to your end users. You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem. This not only builds empathy, but also helps you gather more information while asking fewer questions. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles.
- Many entry-level help desk technician positions require some experience, so gaining relevant experience is essential wherever possible.
- Identifying with the customer as a partner helps support agents treat problems as their own and provide a level of service that they would expect themselves.
- In order to excel in your help desk support career, you need to possess certain skills and qualities.
- This additional perspective can be incredibly helpful for narrowing down what would be a wide-open IT career path.
A help desk technician’s role can actually do you—and your career—plenty of good. As technology continues to play an increasingly important role, the demand for skilled help desk technicians will likely grow. If you’re interested in becoming a help desk technician, here are three steps you can follow to start your career in this field. Unlock your potential with The Knowledge Academy’s Certified Helpdesk Support Technician, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Related courses
If you’re serious about launching an IT career, one of the most-likely first stops you’ll consider on your career path is to work as a help desk technician. But if you’ve frequented any tech-related forums, you know there are plenty of tales out there highlighting the struggles that come with assisting users who barely know the difference between a mouse and modem. An awesome support agent is an informed champion of their products. They’re enthusiastic about using them, understanding how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not just how to fix it when something breaks.
The salary will change depending on your location, job level, experience, education, and skills. If you like to solve technical issues and work with people, then help desk technician may be a good next step for you. You could get started as a trainee technician and do qualifications while you work. Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users. Think of yourself as a detective who must glean the right information to properly analyze any given technical issue.
Free IT Help Desk Training and Tutorials (LinkedIn Learning)
They care about the team’s success, and are happy to sacrifice personal goals when needed to help the team achieve its goals. There are times you will get pulled into a call that lasts for hours on end, so it’s good to know the team can cover for you. Direct customers to self-service solutions like Q&A, forums, and video. Participant Review – I can truly say that all the class that I have taken here is worth and I learned a lot. From 2021 to 2031, the BLS projects an increase of 6% for computer support specialists, with 56,400 net new jobs expected during that 10-year period. If you want to develop the qualities mentioned above more quickly, there are a couple of help desk skills you’ll need to learn first.
An effective help desk can easily convey a message that your business is customer-centered rather than focused on sales. Intellect Solutions understands the help desk function is not just about people logging incidents. Click here if you’d like to let us know how we can improve the service. Email us at [email protected] for inquiries related to contributed articles, link building and other web content needs. The more effectively you collaborate with those who can help you get your tasks done, the more you will be able to accomplish.
Your Next Move: Help Desk Technician
This person understands support processes are important, and not only follows them, but helps improve them. They take an analytical approach to driving change, and use data to support their assertions. This person enjoys themselves at work, spreading a positive can-do attitude. A great support agent integrates a bit of fun into their daily tasks to make everyone’s loads a little lighter.
