The Help Desk Journal, an industry improvement organization, cited the characteristics of a successful help desk technician: always available, quick with solutions, courteous, and an expert communicator. If you possess any or all of these qualities, you have the makings of an expert help desk pro. And there has never been a better time to get involved in this high tech industry. IT managers are paying big bucks for trained help desk technicians to take leadership positions on their teams.
Help Desk: Day to Day
- Fielding Calls. One of your primary duties as a help desk professional will be to answer calls and attempt to talk users through problems.
- Remote Access. If you are unable to resolve the problem over the phone, the next step is to access their system remotely and attempt a fix.
- Follow-Up. Once the problem has been resolved, the successful help desk technician always follows-up to be sure the user is satisfied.
With more businesses making a commitment to increase their technological capabilities, there will be a real demand for help desk pros to keep the pace. According to the U.S. Bureau of Labor Statistics, the help desk profession is a solid career field for the next decade.
Help Desk Technician: Career Profile
- Entry Degree. Although there are many points of entry into the help desk profession, a bachelor's degree is the most common credential.
- Growing Field. Employment of help desk technicians is expected to increase faster than the average for all occupations through 2014.
- Varied Opportunities. Most mid to large-sized businesses and organizations need a help desk professional on staff.
If you love computers and appreciate the opportunity to solve a problem, a help desk technician position may be just right for your ambition.
Sources
Computer Support Specialists and Systems Administrators, U.S. Department of Labor Statistics
Help Desk Journal
