What is a Help Desk?
Most help desks are part of a medium to large organisation’s
IT support function, reporting into the IT group. People
employed in this capacity can have various titles, from
Help Desk Representatives, Software/PC Support and
Technical Support. While even the smallest organisations
need these types of services, they may not have the financial
or technical resources to set one up, relying instead on an
external IT Help Desk. Alternatively, a Help Desk may consist
of a small number of highly skilled IT professionals that
support specialist equipment worldwide.
The term ‘Help Desk’ is greater than most people’s
interpretation of it (a call centre environment) and these days
can be a career unto itself, from career entry positions, to
Senior Help Desk Specialists.
What do people do on a Help Desk?
Help Desk first level representatives provide assistance
to baffled and frustrated computer users. They combine
customer service, technology training and computer
troubleshooting abilities. They answer phone calls, interpret
problems, provide simple technical support, keep track of
issues and resolutions, use automated diagnostic programs
and resolve recurrent problems.
Help Desk Representatives may be called on to work
outside the 9-to-5 day if the organisation’s activities require
computer users to work beyond those hours. They can also
expect to straddle both edges of the technology curve. They
need to constantly learn about new technologies while still
supporting older installations.
Career Paths
For many, the Help Desk position is the foot in the door. For
others, it’s rewarding career. There are many opportunities
within the Help Desk! Most help desks have multiple
escalation teams. As a technician gets more knowledgeable,
they become a resource for junior technicians. Rather than
answering phone calls when they first come in, level-two
technicians are “on call” to answer questions that the
level-one technicians cannot resolve. Another career path is
to become a supervisor of the Help Desk.
Technical support technicians who want to change the
scope of their duties may also look outside the Help Desk
environment for advancement. The Help Desk is a typical
start for network administrators and field technicians. It’s
a great way to have understanding of user issues before
having to face them directly. Being able to handle reactive
situations also enables you to build better proactive solutions
once you have the opportunity.
The hidden skills required
Help Desk Representatives need to possess great
customer service skills, including customer oriented
telephone and email/chat abilities with the capability
to respond quickly, competently and patiently. These
individuals must be able to gather information, evaluate
options and offer good solutions.
It also takes a special quality to quickly assess the
user’s skill level and to present them with a solution
that they will be able to perform. You may be speaking
with a network administrator with every certification in
the book on one call, but on the next call you will be
speaking with a 78-year old grandmother with a brand
new computer her grandchildren purchased for her and
she doesn’t know where the ‘On’ button is.
An understanding of both the overall systems
environment, such as system maintenance, workstation
support, Internet connectivity and security services,
as well as the specific products in use is crucial.
Familiarity with alternative products and the nature of
technical problems is also important.
Help Desk Representatives need to know how
to present complex technical information to non
technical audiences. The ability to design and deliver
instructional training is also valuable. |
