A Help desk Specialist is a person who provides technical assistance and support for computer systems, hardware and software. He is responsible for answering questions and solving system and user issues in a timely and professional manner.
Responsibilities Help Desk Support
The daily activities of the support team vary according to the needs of the users or systems on a particular day. Auxiliary staff can schedule updates, upgrades and maintenance work, but unexpected issues may arise on a given day. The help desk acts as the first contact centre when most users encounter hardware, software, or system problems.
Many teams work on the ticket system so that each member of the Help Center has a different set of tickets that can be customized and closed daily along with their ticket management tasks.
Despite the highly technical nature of their role, desk assistants must have a patient and patient attitude with strong communication skills to minimize frustrated customers. Although there are many tasks to monitor, the Help Desk Support Service is usually responsible for:
- Monitor and respond to incoming requests related to IT issues.
- Maintain computer systems and act as support if any system crashes.
- Responsible for computer, printer, server and related equipment (monitor, keyboard, mouse, hard drive, etc.).
- Manage users’ personal computers, including updates and configurations as needed.
- Help engage new users.
- Keep inventory of all equipment, software and licensees.
- Install, configure and upgrade computer software.
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Qualification and Certification
Help desk positions for beginners usually a degree in computer science or desk administration can help you get an interview or achieve a higher salary. Obtaining a specialized or relevant certification in computer repair, network administration, or technical assistance is also helpful.
Microsoft Certified Professional (MCP):
Microsoft is an IT technology provider in the United States, so your employer may consider you a Certified Professional Support Group member.
CompTIA A + certification:
The Computing Technology Association (CompTIA) provides IT-oriented training on a vendor-neutral platform. A + certification is a core course covering networking, security, operating systems, and software programs. This is the perfect starting point for exploring new skills and becoming a beginner IT technician without any prerequisites.
Skills Needed for a Help Desk Support Specialist
The daily activities of the support team vary according to the needs of the users or systems on a particular day. Auxiliary staff can schedule updates, upgrades and maintenance work, but unexpected issues may arise on a given day.
The help desk acts as the first contact centre when most users encounter hardware, software, or system problems. Many teams work on the ticket system so that each member of the Help Center has a different set of tickets that can be customized and closed daily along with their ticket management tasks.
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Despite the highly technical nature of their role, desk assistants must have a patient and patient attitude with strong communication skills to minimize frustrated customers. Although there are many tasks to monitor, the Desk Support Service is usually responsible for:
- Monitor and respond to incoming requests related to IT issues.
- Maintain computer systems and act as support if any system crashes.
- Responsible for computer, printer, server and related equipment (monitor, keyboard, mouse, hard drive, etc.).
- Manage users’ personal computers, including updates and configurations as needed.
- Help engage new users.
- Keep inventory of all equipment, software and licensees.
- Install, configure and upgrade computer software.
Understanding and managing the day-to-day operation of the system, the ability to solve customer problems and of course tracking and monitoring skills are key components of day-to-day support services.
