Help Desk Service End-User Support

In fact, one out of every six help desk engineers did not spend the extra money to attend college. Vet application defects with leadership team and work closely with QA and Development Teams to resolve application issues. Ensured the consistent achievement of service level agreements by conducting regular audit reports for desktop systems. Browse through our resume examples to identify the best way to word your resume. Then choose from 5+ resume templates to create your help desk engineer resume.

IT helps desks also require technicians to have a number of skills. Excellent verbal communication skills are also important, as well as analytical thinking skills.

IT support level 3: Subject matter expert support

The most effective job descriptions create interest and encourage candidates to keep reading by describing the expected working conditions or requirements such as flexible schedules, weekend work, and overtime opportunities. Also, be sure to highlight any special benefits that you offer such as work from home options, extra PTO, or fitness/gym reimbursements. Start your help desk job description with an introduction to your company or service.

what is help desk engineer

The service engineer typically knows many nuances of various types of phones because he deals with trouble issues on a daily basis. An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again. Service desks may include more or less than this, but the point is that they are a robust, service-focused, and customer-centric way of delivering help from IT to customers. Level 1 is where personnel and support teams start to get directly involved in technical support tasks. This tier is customers’ first direct contact with the company’s employees so it is important that those in charge of providing assistance are ready to fix these issues. In addition, they also know when it’s best to delegate the problem to someone in a higher tier.

What Is 1st, 2nd, and 3rd Line Support?

Upgraded backup systems, disaster recovery plans, managed server moves, upgrades and changes. Maintain NAS, SAN storage systems, Windows & Linux servers, network and cloud administration. Served as Senior support to over 300 end users in a primarily Windows XP/ Active Directory /Exchange Environment. Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues. Answering phone calls and creating work ticket for my fellow engineers, using Connect wise ticketing system, also troubleshooting issues that the end users are having. While a help desk help desk engineer can fix a broad range of IT issues, desktop support is dedicated to fixing only desktop or laptop issues. It can’t help with printers or networks, but it can help you install programs or get a broken computer running. For example, if your printer wasn’t working, you would call a help desk.

Job Overview

Modern courses and learning activities in state-of-the-art technologies prepare you for your new career. An extensive video library forms the heart of the training process, supported by an automated Dashboard and Activity Tracking Log and a personal Career Advisor to help you achieve certifications and core competencies. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. Help desk engineers average about $25.21 an hour, which makes the help desk engineer annual salary $52,444.

Who does an IT Help Desk Technician work with?

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 also offer excellent customer service and advice to all users in different types of companies. If you’d like more information about IT help desks for your business, get in touch today. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour. 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. The service desk’s origins were based on the underlying concept of “managing IT as a service.” A service desk typically manages incidents and service requests, directly with the users.


Call Now Button