A help desk rep has a big responsibility to handle from an internal and external perspective, and guaranteeing that you’ll do your best is a vital skill to possess for it. Your job at the help desk is to find the solution the customer is looking for, and for that, you need to be a critical thinker. The answer to a customer’s question may not always be black and white and may take additional information like context or understanding of the system from different perspectives to conclude. If you can’t communicate the solution the customer needs, then working at a help desk will be a challenging feat.

• As customers become more demanding, businesses are beginning to focus on providing a better customer experience.
• Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support.
• Since most help desk software operates through the internet, this training ensures your tools stay up and running in the event of a network malfunction.
• FieldEngineer can provide your business with a certified IT help desk engineer.
• For example, the “Customer Success and Account Health Checks” training teaches participants how to use help desk tools to monitor and manage customer relations.

Empathetic help desk technicians can better connect with their end users and make them feel understood. If you enjoy working with people and technology, this position could be a great fit for you. Read on to learn more about help desk technicians and how you can become one. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. If you’re interested in becoming a help desk engineer, one of the first things to consider is how much education you need. We’ve determined that 51.1% of help desk engineers have a bachelor’s degree.

Top Help Desk Certification

With more effective and streamlined interactions, you’ll be able to satisfy customers and potentially build long-lasting relationships from the reliability of your help desk. We hope your team can take these certification recommendations and achieve these possibilities. Customers want help from you fast, and their patience can run thin quickly if they’re left waiting too long for assistance. The more strategic you are with time management, the more efficient you’ll become when meeting customer needs.

The salary of a service desk engineer can vary depending on their level of education, years of experience, and the size and industry of the company. In general, senior infrastructure engineers earn the most working in the hospitality industry, with an average salary of $123,360. The highest-paying industry for a help desk engineer is the finance industry. At Tier 0, also known as the- self-service le-vel, customers are give-n the tools and resources to addre-ss their concerns indepe-ndently, with minimal need for dire-ct interaction with employee-s. This level utilizes a range- of technologies, including self-se-rvice portals, chatbots, and AI-powered he-lpdesk automation tools.

Join 64,500+ Customer-Facing Professionals

This characteristic is very attractive to employers; virtually every company wants to hire employees who are lifelong learners. Think of yourself as a detective who must glean the right information to properly analyze any given technical help desk engineer issue. And remember, analytical thinking is a transferable skill that will help you succeed in other job roles. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles.

• To gain a bette-r understanding of Tier 2 help de-sk support, let’s look at a few real-life- scenarios.
• This motivates reps to complete the course because they see the tangible value of obtaining the certification.
• They help in solving the technical difficulties the customers face with their products or services.
• Rewarding IT careers often begin on the help desk and the support field is booming at the moment.
• The most common skills required to be a help desk engineer are troubleshoot, help-desk support, and technical support.
• Senior infrastructure engineers average a higher salary than the annual salary of help desk engineers.