Many businesses are continuing to expand their operations and need to invest in technology in order to support this growth. The IT help desk job market is expected to continue to be on the rise in the coming years. Senior infrastructure engineers average a higher salary than the annual salary of help desk engineers. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering.

Not only do users work from anywhere, but they also communicate using almost anything. Phone and email are the two obvious channels, but don’t forget about chat (either with bots or live support specialists), text and searchable knowledge bases. Find out how your users want to talk to you and provide a suitable channel. Your business is growing, your product is changing, and customers are contacting your customer service team more frequently as your business scales. If you’re considering parlaying a technical position like a help-desk job into a career in IT management, it’s essential to work on your organizational, project management and people skills. To earn the certification, candidates must pass the Apple Device Support exam.

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On average, desk support technicians earn a lower salary than help desk engineers. Interestingly enough, desk support technicians earn the most pay in the technology help desk engineer industry with an average salary of $50,316. Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498.

They can also request new features, find learning opportunities and discover more efficient ways of doing their jobs from this knowledge repository. Like the ITIL Foundation program, this course also offers live classroom training that can be attended in person or online. They are six-hour sessions https://remotemode.net/ taught by experts in the customer service field. One notable feature of this training is how Google incorporates customer testimonials within the lessons. Throughout the course, you’ll hear from real Google users who have used this training to propel their careers to the next level.

Common Health Benefits for a Help Desk Engineer

They are responsible for troubleshooting and resolving technical issues related to hardware, software, and network systems. Help desk engineers work in a variety of industries, including IT, healthcare, finance, and government. They communicate with clients, identify problems, and provide effective and user-friendly solutions over phone, email, chat, and ticketing systems. Help desk engineers and desk support technicians both require similar skills like “troubleshoot,” “help-desk support,” and “technical support” to carry out their responsibilities. A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts.

• Apple certifications are increasingly popular, especially as Macs become more common in enterprise environments and companies switch from PC to Mac.
• For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
• A senior infrastructure engineer specializes in designing and developing systems and infrastructures based on client preferences and industry standards.

Check with them whenever there is new information about their support ticket, such as a shipping update, an appointment with a desktop support tech or a scheduled software deployment. And even if there’s no new update, it’s a good idea to check in and let them know you haven’t forgotten or lost them in the shuffle. If you’re looking for a job as a help desk technician, and you fit the qualifying criteria, fieldengineer.com is an excellent place to start your search.

Never Forget Security

This may seem obvious, but you have to understand the product to explain it to the customer. Selecting the right help-desk certification often means deciding or determining the best technology to focus on. For example, professionals working in environments with heavy Apple or Microsoft usage will likely benefit from those proprietary training paths. In contrast, generalists can find valuable information from HDI, ITIL or CompTIA paths. Links to free, self-paced training and fee-based instructor-led training, and on-demand learning are available on the certification web page. Materials include exam objectives, sample questions, study guides, and classroom and e-learning opportunities.

• Tech professionals need to stay current with the latest trends and technologies.
• It uses ticketing services that assign customers to the right person to help.
• Recognize the unique attributes of the users in your environment and be aware of changes to those users over time.
• The past several years have seen an unprecedented shift toward work-from-home solutions, greatly impacting support services.
• Even if you aren’t using HubSpot’s tools, you can complete their academy lessons for general customer service skills.
• The more strategic you are with time management, the more efficient you’ll become when meeting customer needs.