What Does A IT Help Desk Technician Do


What is IT Help Desk - Technical support, in the IT context, is a service within an organization responsible for answering technical questions from its users. Most large IT companies create call centers to answer questions from their customers. Questions and answers are usually transferred by email, phone, website or online chat. In addition, there are in-house support services designed to provide the same form of support, but only to employees of the organization.

What does a help desk technician do?

Technical support technicians play a crucial role in providing technical support systems to IT users, including employees and customers.

Technical Support Service Position Description
Technical support technicians are essential to the smooth running of any IT department and also provide valuable service to customers and clients. Often the first port of call if there is a problem with the network, these technicians will have experience in customer service and troubleshooting.

A technical support technician has a diverse role, focused on maintaining technologies, providing IT support, troubleshooting, and identifying solutions.

Desk technicians can work internally or remotely independently, and their daily work can change the nature of concerns raised by employees or customers. Internal employees only address internal systems and network issues that affect and affect the workforce, while remote employees can handle customer requests and problems by phone, email, or site visits.


Daily tasks

Here are some common examples of tasks performed by an IT support technician:

Assist customers in the event of technical problems. This usually involves communication by phone or online.
Use diagnostic techniques and troubleshooting methods to resolve issues over the phone, live chat, or as part of a site visit.
Talk to customers through a problem-solving process and work together to resolve problems.
Identify effective solutions and explain to customers and employees.
Record events, concerns and problems and update case inquiries and client status
Collect and transmit customer comments
Suggest improvements for future cases
Train end users to use new systems and programs
Network backup, update and maintenance
PC cleaning, repair and maintenance

What does it take to be a technical support technician?

A technical support technician must have knowledge and experience in networks and computer systems, programs, and mobile devices, but this is not the only requirement. Although office technicians understand information technology well, it is equally important to have general skills, such as communication skills and recognition of the importance of customer service.

IT technicians are often the first stop point for a customer with technical issues and should act as an extension of the brand. As a consumer, if you have a negative experience with an operator who answers your call, it affects the way you see a brand and can convince you to look elsewhere. Office technicians must be polite, patient and courteous, in addition to being able to clarify situations and provide useful information and advice.

Communication skills are essential, not only to make a positive impression, but also to bridge the gap between the caller and the technician. Often office technicians talk to people who have no technical training; therefore, it is essential to be able to decompose information and eliminate jargon.


Planning a professional career

Many people who want to pursue a career in IT and engineering are looking for a entry-level position, which usually involves office work. A technical support technician should be able to identify and correct computer problems, but the level of experience required is relatively low, making it an excellent platform for professional advancement.

Working as a technical support technician offers an opportunity to develop and refine skills, learn on the job and build confidence to interact with employees and customers. Daily work requirements vary and over the course of a year of experience a table technician will learn a great deal. They can find new systems, new technologies and new ways of working that will prepare them for the future.

While working as office technicians, many people develop an area of ​​interest or a niche in which to build a career. If you have experience working internally for a business or remotely as a table technician, this can lead you to explore career options, such as:
‍

  • Network administration
  • Database administrators
  • IT security experts
  • Technical support manager


‍Salary expectations
The average hourly rate for a technical support technician ranges from $ 12 to $ 44, but freelancers have more control over their earnings. Salaries rise dramatically, depending on experience, a technician starts at $ 35,000 a year. This equates to just under $ 70,000 for a senior tech support technician.



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