Service and help desks are an essential piece of successful IT service management. Ticketing tools are necessary, but as customer expectations increase, your ITSM solutions and tools become just as important as the person handling the ticket. This help desk job description sample can assist in creating a job application that will attract candidates who are qualified for the job. Feel free to revise this job description to meet your specific duties and requirements.

  • IT help desk certifications mainly include college courses or apprenticeships.
  • Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on.
  • As long as customer service has existed there has been the customer who cannot be pleased.
  • In this section, we take a look at the annual salaries of other professions.
  • It helps you to connect with employers who are seeking candidates with the appropriate skill sets.

In fact, they earn a $11,729 lower salary than help desk engineers per year. In this section, we take a look at the annual salaries of other professions. On average, the desktop support specialists annual salary is $7,482 lower than what help desk engineers make on average every year. Most of the resumes exhibit a bachelor’s degree in Computer Science or information systems. It offers the opportunity to work with a variety of technologies, solve problems, and help people. You’ll also learn a lot on the job, which is important for staying current in your field.

IT and Development Industry

This fosters a strong relationship between the IT service desk and its end users. Service desk managers have to roll up their sleeves for any high-impact incidents such as infrastructure issues. They must have the technical skills to visualize the issue, gather data, and resolve it. A great IT service desk manager needn’t be the best technician in the team. ECS is a leading mid-sized provider of technology services to the United States Federal Government.

help desk engineer roles and responsibilities

Service desk engineers can take advantage of this trend by becoming familiar with the latest technology and how to use it effectively. They can also learn how to use technology to communicate with customers in new ways, such as through social media or chatbots. The need for more technical talent is a trend that is being felt across all industries, but it is especially prevalent in the service desk industry. As businesses become increasingly reliant on technology, they are looking for professionals who can help them manage and maintain their systems. The role of a Service Desk Engineer is one that requires constant attention to detail.

The IT service desk manager

Individuals looking to career path into tech support should seek a degree in computer engineering, computer science, engineering or technical discipline depending on the type of company they’d like to work for. A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information. They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation. Even though help desk engineers and desktop support specialists have vast differences in their careers, a few of the skills required to do both jobs are similar.

An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.

Technical Support Engineer Role & Responsibilities

They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills. IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem. Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality.

They may work for large corporations, government agencies, or small businesses. They typically work during regular business hours, but they may be required to work evenings, weekends, and holidays to meet the needs of their employer. Service desk engineers may be required to travel to different locations to provide support to customers or to attend training sessions. They may also be required to work overtime to meet deadlines or to resolve critical issues.

Monitoring systems

Technical support engineers usually have a running queue of issues that they are working to resolve. They are responsible for prioritizing and managing the workflow to resolution. Some companies may have an explicit flow chart that aligns with tiers or levels to estimate time to completion, but smaller companies may have to manage the workflow more manually.

Collaborate with other team members to identify and resolve more complex issues. As long as customer service has existed there has been the customer who cannot be pleased. Some people never grow the thick skin you need to have to deal with some of the backlash that comes. It hopefully teaches the people starting off how sometimes you can do your best to serve and still not make people happy. Unfortunately, even when things work out there is generally not much reward. Joseph is a global best practice trainer and consultant with over 14 years corporate experience.

At [CompanyX], we’re constantly striving to provide the best possible customer experience. To do this, we need a team of IT professionals who are passionate about helping others and solving problems. We’re looking for a service desk engineer to join our team and provide level 1 support to our customers.

While some skills are shared by these professions, there are some differences to note. “escalate,” “provide technical assistance,” “help desk,” and “mac” are skills that have shown up on help desk engineers resumes. Additionally, senior infrastructure engineer uses skills like cloud, aws, azure, and powershell on their resumes. In general, senior infrastructure engineers reach similar levels of education when compared to help desk engineers resumes. Senior infrastructure engineers are 4.0% more likely to earn their Master’s Degree and 0.2% less likely to graduate with a Doctoral Degree. As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well.

In addition, the candidate will need to have a good customer support attitude and basic knowledge of Wi-Fi troubleshooting. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range.