Help Desk Analyst Salary 2020

The assistance work area investigator is one of the most unmistakable IT jobs—just as a developing one. Truth be told, it's one of only a handful barely any open confronting IT occupations. Be that as it may, what does a normal workday resemble for this expert? Here's a brisk diagram.

A tiered role

Help work vicinity professionals are on the slicing side of consumer service. They are targeted around helping with settling specialized troubles end customers experience, or interfacing those clients with steadily escalated IT support, while required. Here are the three degrees of examiners:

A Tier 1 assist desk analyst region investigator often takes the underlying request and oversees commonly basic equipment, programming or system issues. On the off chance that they cannot cope with the problem, they raise it to a Tier 2 expert.

A Tier 1 help desk analyst can solve regularly complicated frameworks and applications troubles. These assistance work location examiners for the most part pick out whether or not or now not to create a difficulty or paintings request ticket, or heighten the issue to the following level.

Tier 1 assist table analyst studies and solve the most mind boggling issues that other help paintings place stages have been not able to fix. They likewise distinguish drifts in trouble saying and assume of safety arrangements.

The midpoint pay for a Tier 1 help process is $38,750. The midpoint pay for a Tier 2 activity is $45,750, and for help desk tier 3 salary  it's $58,500.

Looking for Help Desk Agent Job 2020 April

• Respond to requests from users by means of official contact.
• Analyze incidents and / or problems presented by users.
• Resolve incidents reported by users.
• Channel incidents and / or problems to the necessary areas of the group's systems and / or business.
• Documenting the case based on standards help desk to provide transparency to the collection, audit process and monitoring it.
• Sort the incidence according to the defined categorizations help desk.
• Provide quality service based on ITIL best practices.
• Guarantee defined service levels.
• Meet and align with the changes that occur in business processes.
• Align the care process incidents and problems (ISO20000), with a sense of urgency solving operational issues.
• Punctual registration of your activities carried out daily in the system defined by IT.
• Share your technical knowledge to the other team members.
• Support the induction of the area to new team members.
• Attend and pass assigned trainings.
• Apply the knowledge gained in training for assigned projects.
• Sticking to the policy of the Home Office to 100% when applied.
• Plan vacations in advance to avoid impacts on the delivery of projects in a timely manner.
• Be involved in the development, achievement of objectives and behaviors set out in the high-performance model.

IT Help Desk Job Requirements

• Schooling Lic. In Computer Systems or Computing (Titled)
• Minimum 2 years experience in similar position.

Abilities.

• SQL Server Basic
• Basic programming knowledge
• Desirable knowledge at Remedy
• Technical support to users
• Customer service via phone, chat, etc.

More info: 

What does a DesK Help Technician do? Work and Duties of the IT Help Desk

The help desk technician provides remote support to solve IT and electronic problems . It is the first point of reference for users who need technical assistance : the help desk receives the request for support via email, chat or phone call and guides the user to solve the problem as quickly as possible. Doing so also helps to ensure a high level of customer satisfaction .

Let's see in more detail what an IT help desk does :

The help desk receives assistance requests for hardware or software problems : requests are managed through a special program, called ticket management or problem management . These programs automatically organize requests and divide them by priority , criticality, topic or type of user (for example private or business ) and allow you to keep track of all interactions between the company and the user.

Taking charge of the " ticket " (ie the request for assistance), the help desk operator asks the user for all the information necessary to correctly evaluate the nature of the problem, identify causes and possible solutions . If necessary, the help desk technician intervenes with diagnostic tools and remote desktop sharing to assist the customer and to verify the correct functioning of the systems and programs.

Once the solution has been identified, it guides the user through the different steps to overcome and solve the problem - for example, reboot the system, update the installed product, change the settings, reset a password , enter new access credentials.

Tips for success at your IT service desk

1. Understand the "reason for being" of your IT service desk

Given the increasing popularity and availability of IT support and ratings and blogging best practices with information about it, it is easy to follow the herd. Instead, for your IT service desk to truly meet the needs of the organization and the employee, you must first understand their "raison d'etre". This will encompass, among other things, the type of service desk that should be, for example, low cost versus high-touch, where there is more intervention by people and is therefore more expensive.

2. Remember that it is actually people support, not IT support

Of course, names don't help, from the IT help desk, through the IT service desk, to IT support. We assume that long ago, IT support was really about supporting IT, however today, it's about getting services and people back up and running as quickly as possible, minimizing downtime and offering at least an acceptable customer experience.

3. That your ITSM tool does not limit you

Just because your ITSM tool works in a particular way, or doesn't x, y, or oz, doesn't mean you should meekly accept it as the status quo. Ask your current tool provider about other possibilities (and ideally based on how you want the tool to work for you). If you can't do what you need to, then it might be time to consider alternative options (but not before considering many of my other nine tips).

4. Take into account customer advice as well as free consulting

Your IT service has likely captured end-user feedback for as long as you can remember. But what do you really use it for? We are not only talking about complaints (or the like) but also applause. Feedback potentially contains a wealth of information about what certain people do well, which can be developed as well as improved upon as needed.

5. Measure the status quo of your IT service desk against customer expectations

This will be far-reaching and should cover contact channels (variety and quality), opening hours, objectives of service level agreements for incident resolution and provision of service requests, among other things . An important learning point you could discover is that the industry best practice you have adopted may not be in line with your customers' expectations in 2019.

Easy-to-use help desk software systems

1. HelpCrunch

• Ease-of-use sentiment score: (6.47 out of 10)
• Mentions of ease of use in reviews: 38
• Percent of mentions which might be positive: 96%

HelpCrunch is a multi-channel patron verbal exchange platform designed for client service, marketing, and sales.

For help desk, it functions detailed client profiles, a know-how base, email management, stay chat, and communication transcripts. The stay chat also can serve as lead technology for sales, while the e-mail control and segmentation talents are notable for electronic mail marketing.

On ease of use, HelpCrunch customers have the following feedback:

• Easy to set up
• Nice user interface
• Easily customizable

Atera is a fairly area of interest product in the help table space as it’s in particular designed for managed offerings providers (MSPs) and IT professionals.

As a remote get admission to and aid tool, Atera brings remote tracking and management (RMM) talents to its help desk and knowledge base offerings. It also includes features for IT automation, patch management, contracts and service degree agreements (SLA), as well as billing and invoicing.

When it comes to ease-of-use, Atera users cite the following:

• Intuitive consumer interface
• Easy to install
• Easy-to-generate reports

The advantages of the service desk

Now that you know what a service desk is, it's time to understand the benefits of this service.

Do support work in the IT area
Virtually every business today needs to invest in technology, if only on a simple website. The consumer 3.0 , now much more connected, requires an online service .

And, in order to be able to offer omnichannel service , that is, customer support that happens simultaneously in all media, you will need IT help.

It has an advisory character
The consultative character of the service desk is one of its main differentials in relation to the traditional help desk, as it is not restricted to simple questions of technical support.

It helps in obtaining expressive results for the company, analyzing how the IT area can specifically help the organization to achieve the desired results.

Works with goals
The service desk also works with goals. The person responsible for the account at the IT company will define, together with the manager, where they want to go with information technology.

From there , goals are defined , which must be achieved by the IT team within the specified period.

The goals usually involve the number of calls made, the rate of problem resolution in the first contact and even customer satisfaction with the service.

Assists in the programmed growth of the organization
With everything we've talked about so far and knowing what service desk is and how it works, you may have realized that it can help a lot in the company's growth .

This is made possible thanks to the goals set. When fulfilled, the contracting company and the contractor converge their efforts towards common goals.

Read MOre:  service desk roles

IT certifications for beginners 2020 April

In case you're interested about which IT confirmations will give the most openings for work and help dispatch your tech vocation, look no further! We utilized continuous occupation investigation programming to distinguish in excess of 400,000 passage level IT work postings from the previous a year so as to recognize the main five IT confirmations managers are looking for from candidates.*

1. Cisco Certified Network Associate (CCNA) 

What is it?The CCNA is a lower-level confirmation that guarantees managers you can introduce, work and design endeavor level switches and switches. CCNA ensured people can likewise identify and take care of basic system issues and have the choice of work in security, voice or remote systems administration.

Accreditation process: You can become CCNA ensured by passing a solitary hour and a half composed test comprising of around 50-60 inquiries. The test costs around $295.

Entry  level occupation postings looking for this accreditation: 5,520

Most normal employment titles:

• Network engineer
• Network administrator
• Systems administrator

2. CompTIA A+ Technician 

What's going on here? CompTIA A+ is a passage level accreditation and is a fundamental beginning stage for an IT profession. Confirmed A+ experts handle the support of PCs, printers, working frameworks, cell phones and PCs.

Confirmation process: You should finish two tests so as to get the CompTIA A+ accreditation — one different decision and one execution based. The test costs around $200.

Entry level employment postings looking for this certification: 7,681

Most regular employment titles:

• In-home support specialist
• Desktop support technician
• Help desk technician  searching for the  help desk support jobs  suitable for you today

Wednesday, March 18, 2020

Online Helpdesk Support

Online Helpdesk Support

Helpdesk guide is for monitoring and resolving the customer’s problem. Customers can name on the guide number furnished by the organization and discuss their concerns. So, the main cause of a helpdesk is to troubleshoot the problems and provide the guidance approximately the product and offerings. Corporations generally provide assist table guide to their clients through numerous channels together with toll-free numbers, websites, email.

What issues may be solved via our IT help desk support jobs?

• An difficulty of hardware breakages.
• Hacking and virus related troubles.
• Issues related to software program and hardware update.
• Enhancing security.Counseling regarding trouble if needed.

If we aren't capable of fix the issue remotely, in that case, our technician will provide a go to for your site, in order that he can clear up the problem. We don’t preserve you looking ahead to the many days whilst imparting Onsite aid however will assist you quick on the same day or the other.

The pricing of the IT helpdesk help varies from person to person or employer to corporation depending at the needs. Tech Support Dubai have special answers and subscriptions for one-of-a-kind customer relying on their problem. We fee pocket-friendly quantity for our services and provide unbeatable offerings to our clients.

Top 3 easy-to-use help desk software systems

Product (click to jump to that section)	Ease-of-use sentiment score (out of 10)
HelpCrunch	6.47
Atera	6.34
Workbooks	6.33

1. HelpCrunch

• Ease-of-use sentiment score: (6.47 out of 10)
• Mentions of ease of use in reviews: 38
• Percent of mentions which might be positive: 96%

HelpCrunch is a multi-channel patron verbal exchange platform designed for client service, marketing, and sales.

For help desk, it functions detailed client profiles, a know-how base, email management, stay chat, and communication transcripts. The stay chat also can serve as lead technology for sales, while the e-mail control and segmentation talents are notable for electronic mail marketing.

On ease of use, HelpCrunch customers have the following feedback:

• Easy to set up
• Nice user interface
• Easily customizable

Atera is a fairly area of interest product in the help table space as it’s in particular designed for managed offerings providers (MSPs) and IT professionals.

As a remote get admission to and aid tool, Atera brings remote tracking and management (RMM) talents to its help desk and knowledge base offerings. It also includes features for IT automation, patch management, contracts and service degree agreements (SLA), as well as billing and invoicing.

When it comes to ease-of-use, Atera users cite the following:

• Intuitive consumer interface
• Easy to install
• Easy-to-generate reports

Help Desk Technician Job Description

A Help Desk technician works inside the IT branch of a organisation and is liable for addressing and resolving any IT inquiries, troubles, and requests. The activity description of a help desk technician involves a heritage in laptop technological know-how and the capability to troubleshoot quite a number IT-associated problems.

Help Desk technician Description

A assist desk technician addresses the concerns, troubles, and requests raised via either organization employees or clients, and uses his or her technical understanding to remedy these problems or teach individuals how to solve them on their own.

Essential Duties and Responsibilities of a Help Desk Technician

•Takes calls from employees and clients in regards to IT associated questions and issues.
•Analyzes trouble based totally on records supplied with the aid of caller.
•Evaluates the first-class technique for successfully resolving technical difficulties.
•Provides remote help over the phone by way of strolling caller thru the necessary steps to solve the hassle.
•Conducts on-web site visits to repair technical troubles and issues as needed.
•Installs and hooks up new computers and different technical gadget.
•Assists callers in retrieving passwords, unlocking network accounts, and coping with different security troubles.
•Assists clients with the aid of explaining the method of putting in or setting up equipment.
•Brainstorms ways to improve carrier and gadget to reduce possibilities of destiny troubles.
•Writes up and documents reports of all help desk tickets.
•Submits reports to help desk supervisor or IT manager.
•Follows up with client or customer to ensure that IT problems have been sufficiently resolved.
•Distributes customer pride surveys to charge provider.
•Attends and contributes to IT branch conferences geared in the direction of improving customer support and support.

IT Help Desk (Level 2)

Are you passionate about information technology? Would you like to boost your career as someone who manages technical support? If so, this is the ideal opportunity for you! We are currently searching for an IT helpdesk technician to be part of our team of professionals who specialize in Hardware and Software Procurement. As the chosen IT helpdesk technician, you will be the primary point of contact for IT users.

Your tasks as an IT helpdesk Technician:

• Diagnose hardware, software and network problems, and maintain detailed records of symptoms and steps taken to resolve in the helpdesk database
• Perform the installment and maintenance of desktop computer hardware and software
• Produce documentation for the use of IT systems and software
• Onboarding for all new company employees and provide training as needed
• Sustain current and accurate inventory of technology hardware, software and resources
• Proactively identify opportunities to evolve and improve the IT support delivery systems
• Make recommendations to the company Team about future planning and development of IT resources with an emphasis on maximizing end user productivity and return on investment
• Create and maintain regular written and in-person communications with the organization executives, department heads and end users regarding pertinent IT activities
• Perform other related duties as assigned

The required qualifications for the IT helpdesk Technician position:

• Must have a minimum of 2 years of experience in a Support Role
• Must have experience completing or managing IT activities in a highly regulated environment
• Must be able to quickly research and self-educate on new information, technologies and methods
• Be detail oriented and comfortable in a fast-paced, rapidly changing work environment requiring the ability to prioritize and multi-task
• Must be able to work independently with minimal oversight as well as in groups with individuals of differing technical backgrounds
• Good oral and written communication skills (English with French being a strong asset)
• Must be able to regularly complete IT operations and project within established timelines
• Must have strong Knowledge of Microsoft Office Products is required
• Active directory and TCP-IP experience are strong assets
• Must know how to work with Windows Server and Virtual Machines such as VMWare
• Be a well-organized individual be well and maintain proper time reporting records

Service Desk Definition

A Service Desk is a ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments.

The Support Ticketing Management System (also called as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), enables MSPs (through administrators and help desk staff) to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, and generate reports and more.

Service Desk is a fully featured cloud-based ticket management system that is a part of ITarian - a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management and other essential IT management tools for MSPs in a single, easily navigated console.

More info:  service desk jobs

Service Desk Job Description

Organizations have been operating IT administration work areas for a long time and out of those tasks a few prescribed approaches have developed.

Client Engagement

• Look at customers conduct and desires to ensure you recognize their needs
• Give an end-client Self-help entrance available 24 hrs/day (in any event, whilst your administration work region is shut)
• Use SLAs and need/seriousness order to split demands so you can cope with the maximum basic ones first
• Attempt to determine problems at the primary motive of dedication and keep away from hand-offs, accelerations and the requirement for call-backs
• Perform client loyalty opinions all the time to peer how your clients sense approximately the administrations they may be getting .

Service Desk Description & Reporting

• Utilize ongoing helpdesk reports, dashboards and examination to display screen activities and begin restorative sports before issues become problems
• Guarantee acceleration and handoff forms are clear and really knew to maintain a strategic distance from overlooked SLAs
• Influence exam abilties from your ITSM framework to lessen the time/exertion to create reports
• Guarantee the board encounters your administration work location responsibilities direct to growth a gratefulness for what management work place personnel do and the problems they face
• Treat management work area group of workers as expert communicators and problem solvers, giving them the gadgets they must be fruitful

Help desks: The key to effective ticket management

Most organizations provide their employees with a laptop to do their jobs. This means that when a user has a problem with that equipment, he himself sends a ticket to his IT department. Subsequently, a technician solves the ticket one step at a time, scaling the request as required, until solving the problem.

Request generation may not seem alarming at first, but as organizations grow and technician mailboxes accumulate tickets, support requests may become a concern. It's easy to imagine how complicated it can be to handle those tickets without the automation provided by a help desk. Using a help desk solution can assist the IT services team in managing IT problems, changes, incidents, and projects, as well as a broad set of automation and asset management needs.

Desktop Management Solutions: Manage Assets and Resolve Vulnerabilities
In addition to a help desk, most organizations also require a desktop management solution to complete other IT operations. For example, when vulnerabilities are not resolved in time, they can be the gateway for hackers to breach your business systems and access confidential information. This can be avoided with proper patch management across heterogeneous platforms. Apart from this, software installation and troubleshooting on remote computers are also managed with the help of a desktop management solution.

IT services and operations clearly play a critical role in IT management, but only when they are truly integrated does overall efficiency increase. The following scenario clarifies how this integration optimizes IT management.

Read More:   service desk jobs

Help Desk Technician Responsibilities

Responsibilities

• Fill in as the principal purpose of contact for clients looking for specialized help via telephone or email 
• Perform remote investigating through analytic procedures and appropriate inquiries 
• Decide the best arrangement dependent on the issue and subtleties gave by clients 
• Walk the client through the critical thinking process 
• Direct uncertain issues to the following degree of help work force 
• Give precise data on IT items or administrations 
• Record occasions and issues and their goals in logs 
• Development and update client status and data 
• Pass on any input or recommendations by clients to the suitable inward group 
• Recognize and propose potential enhancements for techniques 

Help Desk jobs  Requirements

• Demonstrated understanding as an assistance work area specialist or other client service job 
• Well informed with working information on office computerization items, databases and remote control 
• Great comprehension of PC frameworks, cell phones and other tech items 
• Capacity to analyze and resolve essential specialized issues 
• Capability in English 
• Phenomenal relational abilities 
• Client situated and cool-tempered 
• BSc/BA in IT, Computer Science or significant field

Best Entry-Level IT Jobs

1. Applications Developer
Applications developers create software or applications for computers and mobile devices to enable users to process information efficiently. They analyze the needs of users and incorporate feedback from tests to modify applications.

Salary: According to the Bureau of Labor Statistics (BLS), applications developers earned a median annual wage of $103,620 in May 2018. The lowest 10% of software developers earned $61,660, and the highest 10% earned more than $166,960.

Employment Outlook: The BLS estimates that opportunities for application developers will grow by 26% from 2018 to 2028, much faster than for other occupations.

2. Technical Support Specialist
Technical support specialists resolve problems that end users and customers have while operating computer systems and software. They train users to utilize computer software, hardware, and systems and provide updates on system enhancements. Technical support specialists maintain networking and internet systems, troubleshoot problems, and make necessary repairs.

Salary: According to the Bureau of Labor Statistics (BLS), technical support specialists for computer networks earned a median annual wage of $62,770, while technical support specialists for users earned $50,980 in May 2018.

Employment Outlook: The BLS estimates that opportunities for technical support specialists will grow by 10% from 2018 to 2028, faster than for other occupations.

3. Business/Systems Analyst
Business/systems analysts consult with managers and staff to assess an organization's need for IT systems. They evaluate emerging technology and review options to optimize information processing. Business/systems analysts recommend new systems and oversee their implementation.

Salary: According to the Bureau of Labor Statistics (BLS), business/systems analysts earned a median annual wage of $88,740 in May 2018. The lowest 10% earned $54,360, and the highest 10% earned more than $142,220.

Employment Outlook: The BLS estimates that opportunities for business/systems analysts will grow by 9% from 2018 to 2028, faster than average for other occupations.

4. Web Developer
Web developers communicate with management and end users to determine their needs for web-based technology. They create websites with an eye toward speed, functionality, appearance, and relevance to organizational missions. Web developers collaborate with other IT staff to integrate other applications into websites; they also address and resolve website user issues.

Salary: According to the Bureau of Labor Statistics (BLS), web developers earned a median annual wage of $69,430 in May 2018. The lowest 10% earned $37,930, and the highest 10% earned more than $124,480.

Employment Outlook: The BLS estimates that opportunities for web developers will grow by 13% from 2018 to 2028, much faster than for other occupations.

5. Network/System Administrator
Network/system administrators recommend, install, and maintain local area networks, intranets, and organizational communications systems. They resolve network problems and take measures to optimize network performance. Network/system administrators also evaluate threats to systems and establish security protocols.

Salary: According to the Bureau of Labor Statistics (BLS), network/system administrators earned a median annual wage of $82,050 in May 2018. The lowest 10% earned $50,990, and the highest 10% earned more than $130,720.

Employment Outlook: The BLS estimates that opportunities for network/system administrators will grow by 5% from 2018 - 2028, about as fast as other occupations.

6. Database Administrator
Database administrators oversee the implementation and maintenance of software to organize records and data needed by staff to carry out their duties. They modify databases to reflect user needs as they emerge. Database administrators ensure the security of organizational databases from threats.

Salary: According to the Bureau of Labor Statistics (BLS), database administrators earned a median annual wage of $90,070 in May 2018. The lowest 10% earned $50,340, and the highest 10% earned more than $138,320.

Employment Outlook: The BLS estimates that opportunities for database administrators will grow by 9% from 2018 to 2028, faster than for other occupations.

7. Systems Engineer
System engineers are responsible for creating or modifying computer systems for their clients or employers based on their specifications, and they work extensively with hardware engineers, software engineers, system administrators, hardware technicians, programmers, and product development staff. In addition to developing computer systems, system engineers may also customize computer systems, which are purchased from vendors.

Salary: According to Payscale, systems engineers earn a median annual wage of $77,875. The lowest 10% earned $57,000, and the highest 10% earned more than $122,000.

More info:   it service desk jobs

Tips for success at your IT service desk

1. Understand the "reason for being" of your IT service desk

Given the increasing popularity and availability of IT support and ratings and blogging best practices with information about it, it is easy to follow the herd. Instead, for your IT service desk to truly meet the needs of the organization and the employee, you must first understand their "raison d'etre". This will encompass, among other things, the type of service desk that should be, for example, low cost versus high-touch, where there is more intervention by people and is therefore more expensive.

2. Remember that it is actually people support, not IT support

Of course, names don't help, from the IT help desk, through the IT service desk, to IT support. We assume that long ago, IT support was really about supporting IT, however today, it's about getting services and people back up and running as quickly as possible, minimizing downtime and offering at least an acceptable customer experience.

3. That your ITSM tool does not limit you

Just because your ITSM tool works in a particular way, or doesn't x, y, or oz, doesn't mean you should meekly accept it as the status quo. Ask your current tool provider about other possibilities (and ideally based on how you want the tool to work for you). If you can't do what you need to, then it might be time to consider alternative options (but not before considering many of my other nine tips).

4. Take into account customer advice as well as free consulting

Your IT service has likely captured end-user feedback for as long as you can remember. But what do you really use it for? We are not only talking about complaints (or the like) but also applause. Feedback potentially contains a wealth of information about what certain people do well, which can be developed as well as improved upon as needed.

5. Measure the status quo of your IT service desk against customer expectations

This will be far-reaching and should cover contact channels (variety and quality), opening hours, objectives of service level agreements for incident resolution and provision of service requests, among other things . An important learning point you could discover is that the industry best practice you have adopted may not be in line with your customers' expectations in 2019.

What is the profile of the help desk professional?

The help desk analysts are also known as support analysts . Basically they offer support on computer or network problems for individuals or companies.

Knowing what a help desk is, we can already imagine that not just any professional will succeed in this area.

Some characteristics must be observed when hiring a professional for this area. We will mention a few below:

1. Knowing how to work under pressure

The first characteristic that we will mention is that of knowing how to work under pressure. Working in a help desk area can be very stressful and require a lot of waistline from the employee.

Customers are different and have different profiles. There are those who speak little and therefore make it difficult for the analyst to find the problem, while there are those who - even if the problem is small - will complain a lot.

In addition, depending on the day, the volume of calls entering the help desk system can be very high, which can "drive analysts crazy".

Therefore, the professional must remain calm and focused on his purpose, so that, regardless of the client's profile and the number of requests, he can work well.

2. Knowing how to work in a team

Another important point is knowing how to work as a team. The help desk analyst is charged for his individual performance, but also for his group goals.

In addition, he needs to help his colleagues in their roles as well, assisting in the best possible customer service.

Therefore, knowing how to work as a team is essential when we are talking about this type of position. Your employee cannot be selfish or want to "show off".

3. Learn fast

Another desirable characteristic is that of rapid learning. Working with the help desk means having to learn new techniques often. You can't think you know enough.

You have to be humble to learn new things and be willing to improve, otherwise your help desk analysts will be obsolete.

4. Have good knowledge in the IT area

In the case of the help desk being used in the IT sector, the professional needs to have a lot of knowledge in the IT area.

Preferably, he should have a background in information systems, computer engineering or computer science.

A professional who does not have a degree in this area but has a technical course and has already worked in the sector can also be a good choice.

When making the selection process, analyze the curriculum but also ask technical questions and propose practical challenges for the candidate's analysis.

Sometimes the professional with a degree in the field knows less than the candidate who learned everything on his own. So, without prejudice.

5. Be empathetic

When we work with any type of service, empathy is the watchword.

If you went through the situation of needing to solve a problem with a product (defective product, for example) and the attendant doesn't even look at you, you know what we're talking about.

Empathy is the art of putting yourself in the other's shoes. When the professional is able to do this, he knows exactly how to handle the situation.

The client is not always calm, and sometimes the problem can cause damage to him, which certainly will not make him happy, so keeping calm and knowing how to talk is essential.

More info: support desk jobs