Helpdesk professionals offer fist line support to clients who are having problems with their IT hardware and software. They work with the client to identify the fault and offer solutions to rectify the problem. In some cases, there will be a second tier of support to which clients can be referred if initial problems cannot be resolved. Support can be given over the phone, by email or increasingly, via web-based helpdesk software the client can log into.
- have an in-depth knowledge of the systems and software being used by clients
- have excellent communication and customer care skills
- be able to explain solutions clearly to technical and non-technical persons
- have excellent analytical skills and be well organised
- have excellent IT skills
Starting salaries range from £13,000 to £16,000. With experience, this rises to between £18,000 and £22,000. Helpdesk professionals with supervisory responsibilities can earn upwards of £25,000