A help desk technician is a computer support specialist whose main job is to respond to computer users’ requests. These individuals typically work for companies with large internal networks, and their primary responsibility is to assist employees in resolving problems at their individual workstations. Problems can range from simple crashes or frozen programs to more complex issues such as finding software workarounds or bypassing password controls. Some technicians are employed directly computer manufacturers and Internet service providers. These professionals are usually more concerned with a broad range of common issues, but they may also be experts at diagnosing more complex problems remotely. Troubleshooting specific computer issues, working one-on-one with members of the public, and filing work tickets to help track the problem-solving process are all common responsibilities.
Overarching Fundamentals
Computer systems are critical to much of today’s commerce, but they can also be fragile in terms of structure. Updates, viruses, and memory depletion are just a few of the problems that modern computer users face, and these problems are often of the utmost importance when productivity and profit are on the line. For computer users, help desk technicians are similar to emergency service personnel. They are usually on standand ready to respond to questions and solve problems as soon as they arise. Keeping knowledgeable people on staff at help desks can be costly, but it’s usually worth it in terms of avoided frustrations and lost time when problems arise.
Role in Customer Service
When there is a computer problem, the technician is usually the first point of contact for customers. This is usually true regardless of the technician’s location. He or she may personally visit workstations to diagnose issues in a smaller company, whereas in a larger company, most things may be done remotely, but the concept is the same: the user calls with an issue, and the technician works with him or her to resolve it.
Support Levels
Traditionally, computer support has been categorized into different tiers. A “tier one” technician will most likely assist a first-time caller or someone with a very basic problem. During the conversation, the technician will usually do his or her best to answer the caller’s question and may offer general suggestions and basic advice.
The support call may be escalated to a “tier two” specialist if the problem is particularly difficult. These individuals are often regarded as experts because they have solved more difficult questions or problems that computer users face. A “tier three” technician is employed some larger computer support organizations to handle the most difficult issues. These technical support engineers typically have strong problem-solving and technology research skills, which they employ to assist in the resolution of complex issues that may or may not have arisen previously.
Problems are being tracked and monitored.
A specialized software package is typically used most help desks to track the completion of support requests. Managers can use problem-tracking software to analyze the types of questions and problems that end users have, and trends can be analyzed to aid planning, anticipating, and training. In addition, most help desk software displays statistics on how many calls each help desk technician resolves over a given period of time, as well as whether the issues were truly resolved or if they resulted in more calls in the future.
The end user who is submitting the request may also benefit from help desk software. When a support call is initiated, a ticket is usually generated, and both the caller and the technician can track the progress of the problem using this ticket — which is usually identified a series of numbers or letters forming a code — until it is satisfactorily resolved. Closing a help desk ticket marks the end of a support case and allows the help desk technician to move on to helping other customers.
Additional Responsibilities
Many tech support personnel will also teach computer classes on specific topics to assist employees and users in assisting themselves. This can cut down on the number of help desk calls, allowing technicians to devote more time to other tasks. A technician may also assist in network management, computer installation, or the creation of training materials.
Choosing This Profession
People who choose this career path usually enjoy solving technical problems and assisting others. Many have information technology (IT) bachelor’s degrees or, at the very least, have learned the trade through extensive computer use and experience. There are usually a lot of entry-level positions available, but there are also a lot of opportunities for advancement. As more businesses become reliant on IT, there will be a greater demand for people who can both understand and troubleshoot systems.