Helpdesk Professional
What is the work like?
Helpdesk professionals are the first and second line of support for customers who are having problems with their IT software and hardware.
As a helpdesk professional, you could work in a wide range of areas, for example, you might work in an IT support department of a large company, or in after-sales service for customers of a computer manufacturer or retailer.
Your main duties would include:
- working with customers to identify computer faults
- advising customers about how to correct problems
- logging calls and keeping records of previous customer contacts
- running reports on common trends to identify underlying problems
- tracking work in progress
- updating ‘knowledge banks’ that customers can view online to try and solve common problems themselves
- making arrangements to call out a field engineer to visit the customer if they cannot fix the problem themselves.
The bulk of your work would be done over the phone, by email and, increasingly, through web-based fault-finding programs, which customers can use online or you can use to fix their software problems remotely.
What qualifications and experience will employers look for?
You may be able to start as a trainee helpdesk professional without formal qualifications if you have a good enough working knowledge of computer systems and software. However, you could improve your job prospects by taking a computer support qualification, such as:
- BTEC (Edexcel) National Certificate and Diploma IT Practitioners (ICT Systems Support)
- City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma (7266)
- OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support).
You can also get into this job with a BTEC HNC or HND in computing. If you have a degree, you may be given the opportunity to start on a graduate apprenticeship scheme.
Companies value good customer care skills as well as technical knowledge, so any experience you have in customer service would be very useful.
As an alternative, you could start as an apprentice with an IT firm or as part of a technical support team in a larger company. You would normally need four GCSEs (A-C), including maths and science or technology.
The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. For more information on Apprenticeships, visit www.apprenticeships.org.uk.
See the e-skills UK and British Computer Society websites for more details about IT careers and qualifications.
What further training and development can I do?
The majority of your training would be on the job, with short intensive courses (in-house or external) covering the software, systems and procedures used by your company.
You could add to your existing qualifications by taking work-based awards, such as:
- NVQ IT Practitioners levels 1 and 2
- NVQ IT Professionals levels 3 and 4
- NVQ Communication Technologies Professionals levels 2 to 4
- City & Guilds Higher Professional Diploma for IT Practitioners (Systems Support) Level 4
- OCR (iPRO) Higher Level award IT Professionals (Systems Support) Level 4.
You could also take industry-recognised qualifications offered by the Help Desk Institute (HDI), which include:
- Customer Support Specialist (CSS) for new entrants
- Help Desk Analyst (HDA) for professionals with 9 to 18 months' experience
- Help Desk Senior Analyst (HDSA) for team leaders with 18 to 24 months' experience
- Help Desk Manager (HDM) for those with 3 to 5 years' experience.
The HDI has an e-learning programme, offering online courses in support issues. Visit the HDI website for further details about their training and qualifications.
Where can I go for more information?
1 Sanford StreetSwindon
Wiltshire
SN1 1HJ
Orpington
Kent
BR6 6BG
Tel: 01689 889100
London
SW1E 6DR
If you would like to discuss your career options with a learning adviser at learndirect Careers Advice, call 0800 100 900 or use our online enquiry form
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What salary and other benefits can I expect?
- Starting salaries range from £13,000 to £16,000 a year.
- With experience, this rises to between £18,000 and £22,000.
- Professionals with managerial responsibilities can earn between £25,000 and £30,000.
Figures are intended as a guideline only.
What are the hours and working conditions?
You would normally work 37 to 40 hours a week, but your pattern of work would vary between employers and may involve shifts, including evenings and weekends.
Your job would be office-based and you would spend most of your time at a computer. You may have some travel if you work for a company with users at different sites.
What skills and knowledge will I need?
- excellent IT skills
- an in-depth knowledge of the computer systems and software that your clients use
- excellent communication and customer care skills
- excellent problem-solving skills
- the ability to explain solutions clearly in non-technical terms
- good organisational skills
- the ability to keep accurate work records
- a commitment to continually update your skills and knowledge.
What opportunities are there?
You can find work with a number of organisations, including software or equipment suppliers, IT maintenance companies, and colleges and universities.
With experience and training, you could progress to more senior positions within your organisation, such as team leader, section leader or departmental manager. You may also be able to use this job as a stepping stone into other areas of IT, for example network engineering, database administration, training or technical sales.
You may find the following links useful for job vacancies and general reading: (links open in new window)
ITJobsWatch
ComputerWeekly
Computing Careers
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