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We are looking for a Help Desk Technician to join our Network Services Team. 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. This role will be responsible for supporting copiers, desktops, laptops, printers, and more. 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.
Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality.
Service Desk Engineer Trends
The most common way to advance in this career is to move up the ladder within your current organization. As you gain experience and prove your worth, you will be given more responsibility and may eventually be promoted to a management position. Alternatively, you may choose to move to a different organization where you can take on a more senior role. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Let’s look at the service desk support analyst role, including typical responsibilities. ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider. And while self-service portals and AI powered chatbots are all the rage in handling user issues nowadays, there is still room for the human touch—particularly where empathy is required and complexity is encountered. The knowledge you gain from knowing the duties and responsibilities of IT support technicians will enable you to prepare well for the career.
Outlook and salary
The role of a Service Desk Engineer is one that requires constant attention to detail. They are responsible for handling customer inquiries and complaints, as well as providing technical support for the company’s products or services. We’re a Silicon Valley IT solutions firm serving the needs of rapidly growing companies. We’re a team of system engineers, field technicians, project managers, and virtual chief information officers with over 60 years of combined experience in IT system design, installation, and support.
- It uses ticketing services that assign customers to the right person to help.
- Joseph is a global best practice trainer and consultant with over 14 years corporate experience.
- All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
- The goal is to create value for clients that will help preserve the company’s reputation and business.
- In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.
- If you have the skills and the experience, with a desire to work for a growing company in an exciting industry, please apply now using the form below.
This means that service desk engineers will need to focus on providing excellent customer service and resolving issues quickly and efficiently. A service desk engineer job description typically includes both technical and communication skills. The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location. Service desk engineers work in a variety of environments, including office settings, computer labs, and help desks. They may work for large corporations, government agencies, or small businesses.
Duties & Responsibilities 6
Under the immediate supervision of the Senior Director of IT, the Help Desk Technician is responsible for providing customer support and technical assistance to computer system users. Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. The goal with help desk technicians is to turn a potentially frustrating experience into a seamless one. Personalized attention, patience, excellent communication skills, and the technical prowess to simplify customer problems are all necessary qualities in a help desk technician. ECS is a leading mid-sized provider of technology services to the United States Federal Government.
- An IT help desk engineer can expect to earn something between $55,000-$65,000 annually.
- Successfully fulfilling this role is vitally important to team members, who have a diverse skill sets, but a common goal of providing optimum care to seniors/residents/clients.
- You should also be willing to learn new things and take on new challenges.
- The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences.
- ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider.
- Service Desk Engineers must be able to quickly assess each situation they encounter and determine the best course of action to take.
We are looking for our next Help Desk Team Member with a focus on a superstar Help Desk Technician. There are roles from entry-level to advanced support so either a person passionate and hungry to learn more and advance or a more experienced person in our field should apply. As our front line how to become a help desk engineer of support, you will be exposed to our most valuable customers, and you will assist them and resolve their issues. You will be supported by a more experienced team of support veterans and the manufacturer’s technical team, who will always be able to help you learn and develop your skills.
Common Health Benefits for a Help Desk Engineer
The successful candidate will support operations by performing a blend of clerical duties and IT support. Click the link in the email we sent to to verify your email address and activate your job alert. IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem.
Review the job openings, similar jobs, level of education, and experience requirements for the Help Desk Engineer job to confirm that it is the job you are seeking. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. Qualifications for a job description may include education, certification, and experience. If you have the skills and the experience, with a desire to work for a growing company in an exciting industry, please apply now using the form below. All applications will be acknowledged with suitable candidates asked to interview.
What does a service desk support analyst do?
Joseph is a global best practice trainer and consultant with over 14 years corporate experience. His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management. When it comes to user perception of IT https://remotemode.net/ within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. Service Desk Engineers must be able to quickly assess each situation they encounter and determine the best course of action to take.
