What is customer service help desk?

 helpdesk support jobs

It's 1958. You own a mom-and-pop store and know each of your customers by name. You weigh out every item – a bag of flour, rice, potatoes – by hand. You deal with every question or complaint personally.

Fast-forward to 2019. You have thousands of customers located all over the world, each one purchasing your products or services and contacting you online or over the phone for help. You can't possibly keep up with this flood of customers, and your team is struggling to cope.

Enter the customer service desk.

Even in 2019, 72% of customers expect your customer service agents to "know who they are, what they have purchased, and have insights into their previous engagements" when they contact your company. In short, they want personalized service.

That's why customer-centric businesses need to invest in a service desk if they want to keep their customers satisfied. Without a tool that's purpose-built for keeping customer communications organized, businesses won't be able to offer that mom-and-pop level of service that customers still expect today.

In fact, 54% of consumers now claim that their customer service expectations are even higher than they were last year. This puts pressure on businesses to deliver a higher standard of service to retain their loyal customers. To do so, many companies are adopting customer service desks to help manage the increase in customer demand.

In this post, we'll break down what a customer service desk is, as well as why your business should add one to its customer service team.

Is help desk a dead end job?

 August 23, 2020

 help desk job

"Some people use it as a launch pad, and other people make it a dead-end job," he says. The greatest opportunity for help desk technicians lies in their ability to learn about different facets of the business, "which makes them more valuable than a pure IT guy," says Rosen.

When Anthony McCloud graduated from Graceland University in 2000, he didn't have a smidgen of business experience. He didn't know the first thing about business processes, customer service, or the quirks and habits of business workers. https://www.fieldengineer.com/blogs/what-does-a-help-desk-technician-do

Now he knows all that and much more. McCloud has spent the past seven years working in help desk-related roles at four companies, including stints for a high-tech equipment maker and a small restaurant chain.

The experience he has gained from learning about different businesses and "intermixing" with various types and levels of business workers has been priceless in terms of strengthening his communication and relationship skills, McCloud says.

India’s highest paying tech jobs and the skills that rake in the big bucks

"From my experience, being on an IT help desk has been a huge, huge opportunity," says McCloud, who was hired by Mac Equipment Inc. in Kansas City in June 2007. In addition to his role as the company's lone help desk technician, McCloud has also helped out as a server analyst and has done application development work in SQL, Visual C Sharp and PHP.

On the money front, McCloud doubled his salary when he first left a two-person business to take a help desk job at Mac Equipment, and since then, he has watched his compensation steadily increase at each subsequent position.

As McCloud and others are discovering, many help desks have evolved beyond their ticket-taking roots -- offering expanded opportunities for help desk employees (see "What's in it for you?" for details).

But that doesn't stop some IT professionals from hewing to the "old school" party line that says a career stop on the help desk is a one-way ticket to Palookaville.

"If you're hired just to work on a help desk, that's all you will ever do," says Fred Wagner, a FileNet and Kofax systems specialist for the city of Long Beach, Calif.

In particular, help desk technicians who work in "stovepiped" IT organizations -- that is, companies where systems analysts, network managers and other IT professionals are segregated from one another -- can go 10 to 15 years without being promoted into IT infrastructure, business analyst, systems administrator or other types of roles, he says.

A new breed of IT pros begs to differ, maintaining that a job on an IT help desk can open doors to other IT career opportunities. Help desk technicians, these proponents say, gain valuable experience working with end users throughout the enterprise and learning what makes the business tick.

Help Desk Technicians provide technical support for IT end-users.

 it support technician salaries

Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly.

IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote. Remote help desk technicians support technology customers via phone, online and occasionally on-site. In-house technicians only provide support for internal employees.

Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must effectively communicate solutions to both technical and non-technical individuals. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills. Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles.

Many IT pros begin their career as help desk technicians because of the low experience and education requirements, then as they're exposed to new IT disciplines and technologies they discover their niche and branch out into other IT careers, such as network administrator, DBA or IT security specialist. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager.

a.k.a. Desktop Support Technician | Technical Support Specialist | Computer Support Engineer | IT Support Specialist | Field Service Technician | Desktop Support Analyst.

Help Desk Skills & Responsibilities

Typical day-to-day duties and in-demand skill sets for IT help desk technicians include the following. Help desk technicians:

• Diagnose computer errors and provide technical support.
• Troubleshoot software, hardware and network issues.
• Train end-users how to setup and use new technologies.
• Backup and restore an organization's data files and systems.
• Install, configure and upgrade PC software and operating systems.
• Clean and repair computer hardware, such as keyboards and printers.
• Remote IT help desk technicians provide technical support over the phone or Web.
• Remote help desk technicians often use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.

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Is help desk a good job?

  help desk jobs salary

Hard skills development. Help desk technicians work with nearly every system a company uses or sells. That includes operating systems -- applications, networks, the Internet, hardware and peripherals. In a help desk role, you can gain in-depth, real-world knowledge of these technologies, an especially valuable commodity for workers with little or no job experience. This wide-ranging exposure allows you to not only build your hard skills, but also determine which technologies you have the greatest passion for.

Soft skills development. There’s no doubt well-developed technical skills are essential for any IT professional, but that doesn’t mean they’re all you need to build a successful career. Increasingly, managers are looking for employees who also have strong interpersonal skills, such as communication, problem-solving and leadership abilities. These so-called soft skills can be learned on the help desk. Think about it: Performing step-by-step troubleshooting of a proxy server configuration with a person unfamiliar with the workings of the e-mail system allows you to build your communication skills. And keeping your cool when helping a stressed caller resolve his problem can improve your tact and diplomacy.

Advancement potential. Perhaps the best part about a help desk role is that it’s often possible to leverage the skills and experience gained there to secure a higher-level position. Many network, Web and e-mail administrators, for example, got their starts on the help desk. In addition, many advancement opportunities exist within the help desk itself. In large companies, Tier 2 and Tier 3 professionals are needed to supervise, train and assist junior help desk technicians. Another potential career path is to pursue a position as a help desk manager. According to the Robert Half Technology 2007 Salary Guide, the national average starting salary for help desk managers is $62,500 to $88,250 this year.

> Unlike most areas of IT, which call for extremely specialized knowledge, the help desk requires professionals to be familiar, at least in a broad sense, with a large number of technologies. If you’ve grown up with computers or are the unofficial tech guru among your friends, a spot on the help desk may be the right way to start your IT career.

Katherine Spencer Lee is executive director of Robert Half Technology, a leading provider of IT professionals on a project and full-time basis. Robert Half Technology has more than 100 locations in North America, Europe and Asia and offers online job search services at www.fieldengineer.com

Computer Systems Analysts manage IT solutions to drive business goals.

 help desk jobs near me

Computer systems analysts are the “big picture” thinkers in IT. Armed with an understanding of both business and technology, these professionals analyze an organization's current computer systems & procedures, and recommend strategic changes to increase productivity, reduce costs and accomplish other business goals. Many systems analysts are skilled developers who design and code computer systems updates personally or lead the development team in a hands-on capacity, while other analysts without a programming background will liaise with software developers to implement changes.

The systems analyst's prime directive is to maximize the return on investment (ROI) of an organization’s IT spend. Mission-critical activities include monitoring computer system performance, finding and procuring new technologies based on cost-benefit analyses, designing and developing new computer systems, and working closely with users to optimize performance and troubleshoot problems post-implementation.

Universities and private computer schools offer a range of systems analyst training and degree programs. Compare the top-rated systems analyst training programs online and in your area below.

a.k.a. IT Systems Analyst | Business Systems Analyst | Computer Information Systems Analyst (CISA) | SysAnalyst

What every help desk tech should know?

 help desk support technician salary

On MSN the other day, I noticed an article called “75 skills every man should master.” It included some skills I have and some I don’t. For example, I can tie a knot and hammer a nail, but frankly I can’t recite a poem from memory, and bow ties still confuse me.

It was an interesting read and made me realize I could be more well-rounded than I am. To be honest, we all could be.

So in the spirit of personal growth, I developed a list of skills every IT person should have.

1. Be able to fix basic PC issues. These can be how to map a printer, back up files, or add a network card. You don’t need to be an expert and understand how to overclock a CPU or hack the registry, but if you work in IT, people expect you to be able to do some things.

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2. Work the help desk. Everyone, from the CIO to the senior architect, should be able to sit down at the help desk and answer the phones. Not only will you gain a new appreciation for the folks on the phones, but you will also teach them more about your process and avoid escalations in the future.

3. Do public speaking. At least once, you should present a topic to your peers. It can be as simple as a five-minute tutorial on how IM works, but being able to explain something and being comfortable enough to talk in front of a crowd is a skill you need to have. If you are nervous, partner with someone who is good at it, or do a roundtable. This way, if you get flustered, someone is there to cover for you.

4. Train someone. The best way to learn is to teach.

What job can I get with a CompTIA A+?

 comptia a+ salary

Jobs That Require or Benefit from a CompTIA A+ Certification

CompTIA A+ is the industry standard for establishing a career in IT and is the preferred qualifying credential for technical support and IT operational roles. Jobs like support specialist, field service technician, desktop support analyst and help desk tier 2 support use the skills validated by CompTIA A+ certification.

Furthermore, companies like Intel, Dell, Ricoh, Nissan, Blue Cross and Blue Shield, and HP all look for CompTIA A+ certification in hiring.

Other CompTIA A+ job titles include the following:

• Service desk analyst
• Technical support specialist
• Field service technician
• Associate network engineer
• Data support technician
• Desktop support administrator
• End-user computing technician
• Help desk technician
• System support specialist

The Reality of Mean Salary Percentiles

When researching salaries and aiming your career at specific job titles, remember that you may see a range of salaries for one particular job because some companies, as well as some geographies, will pay more than others.

Companies that pay more may also demand more – in terms of experience or responsibilities. The result is a range of possible salaries for any particular job title and the reality of mean salary percentiles.

1. IT support specialist: $54,500
2. Field service technician: $46,000
3. Desktop support analyst: $60,000
4. Help desk tier 2 support: $45,000

5 Ways to Boost Your Pay

The pay you can expect from a particular IT job can vary significantly from the median pay depending on a number of factors that may benefit your role for a certain position. Here are five ways to help increase your pay:

1. Prior Experience: Reducing training time and having expertise that goes beyond your job description may increase your value to an employer. Similarly, prior related job experience provides trust and builds expectations on the side of an employer that can benefit the numbers on your paycheck.
2. Additional Training and Certifications: If CompTIA A+ isn’t your first certification and if you can showcase additional completed training, you may expand the reach of your certifications and qualify for jobs that you otherwise would not – and, in turn, become a candidate for a higher-paying position. Review CompTIA Stackable Certifications to find out how you can build your IT career path with CompTIA certifications. CompTIA Association for IT Professionals (AITP) also offers access to training.
3. Commitment: Becoming certified is the first step to your IT career. Staying certified is even more important and can show employers that you’re committed to your job and that you’re in sync with a rapidly evolving industry.
4. Regional Differences: The pay for a job in one area may be vastly different than what is offered in another area. For example, a systems administrator working in New York, NY, on average, will make about 15 percent, or $14,650, more than the exact same position in Denver, CO.
5. Industry Variations: Keep in mind that some industries may have, in their details, different expectations for certain job titles than others and offer different pay as a result.

Average Help Desk Technician Hourly Pay

help desk support salary

An entry-level Help Desk Technician with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of $15.38 based on 536 salaries. An early career Help Desk Technician with 1-4 years of experience earns an average total compensation of $16.74 based on 3,277 salaries. A mid-career Help Desk Technician with 5-9 years of experience earns an average total compensation of $19.29 based on 1,020 salaries. An experienced Help Desk Technician with 10-19 years of experience earns an average total compensation of $20.36 based on 510 salaries. In their late career (20 years and higher), employees earn an average total compensation of $22.

Pay Difference by Location

Learn more about cost of living by city.

Seattle, Washington

▲25%

Washington, District of Columbia

▲21%

San Diego, California

▲17%

New York, New York

▲15%

Los Angeles, California

▲10%

Houston, Texas

▲5%

Chicago, Illinois

▲4%

Employees with Help Desk Technician in their job title in Seattle, Washington earn an average of 25.5% more than the national average. These job titles also find higher than average salaries in Washington, District of Columbia (20.7% more) and San Diego, California (17.1% more).

Popular Employer Salaries for Help Desk Technician

General Dynamics Information Technology Inc

$23

Planned Parenthood

$19

General Dynamics Corp.

$18

National Lumber Company

$15

TEKsystems, Inc

$19

Lithia Motors, Inc.

$16

Maximus, Inc.

$21

Stefanini IT Solutions

$15

The top respondents for the job title Help Desk Technician are from the companies General Dynamics Information Technology Inc, Planned Parenthood and General Dynamics Corp.. Reported salaries are highest at General Dynamics Information Technology Inc where the average pay is $23.05. Other companies that offer high salaries for this role include Maximus, Inc. and Planned Parenthood, earning around $20.77 and $19.00, respectively. National Lumber Company pays the lowest at around $14.61. Lithia Motors, Inc. and General Dynamics Corp. also pay on the lower end of the scale, paying $16.00 and $17.50, respectively.