Helpdesk Engineer Job Description

A service desk is the single point of contact between the service provider (IT) and users for everyday activities. A typical IT desk software is capable of managing incidents and services besides handling user communications for things like outages and planned changes to services. This makes it a great resource for businesses that need to keep track of their services and events, as well as respond to any customer inquiries or issues.

This includes a wide range of tasks, such as setting up software and applications, configuring network settings, and managing hardware and peripherals. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range.

Example help desk engineer duties for a job description

With a little bit of practice, you can become an expert at handling computers and office devices. Chatbots are a new type of AI that can be used to handle repetitive tasks on a call center. By 2030, chatbots will have taken over the simple, repetitive tasks that some service desk employees now do.

Systems and network administrators oversee the daily operations of an organization’s computer systems. They manage intranets, local area networks (LANs), and wide area networks (WANs). That’s a lot to juggle, so the key to having a well-oiled support team starts with the help desk administrator.

What Does a Help Desk Engineer Do?

Let’s look at the service desk support analyst role, including typical responsibilities. This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. This Help Desk Specialist job description template is optimized for posting on online job boards or careers pages and is easy to customize for your company.

When it comes to user perception of IT within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. The more effectively you collaborate with those who can help you get your tasks done, the more you will help desk engineer be able to accomplish. Another quality every help desk technician should possess is the ability to pay attention to detail. To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely.

C. IT security and compliance management

They are expected to respond to support requests in a timely and professional manner. A Desktop Engineer is responsible for managing and maintaining desktop hardware, operating systems, and applications. They ensure that computer systems are functioning optimally and that end-user technical issues are resolved in a timely manner. The role demands technical expertise in various areas related to computer hardware, software, and networking.

With cloud computing and virtualization becoming more prominent in recent times, there is a shift in the way Desktop Engineers work. The traditional desktop support model is changing to accommodate these new technologies, and Desktop Engineers need to adapt to remain relevant. As a Desktop Engineer, it is important to stay up-to-date with industry-standard best practices in order to effectively perform your job responsibilities. Additionally, understanding and utilizing recommended tools and techniques for the role is crucial for success. Desktop Engineers also require various tools and equipment to troubleshoot hardware-related issues that might occur.

Their role aims to retain customers and build loyalty to drive upsells. Most help desks provide a centralized location for customers to find information on products and services. Some companies outsource their help desk services to offshore companies, which may have less customer satisfaction rates. If you're looking to break into the tech world, working at the help desk may be a great way to start your journey.