Joe has produced over 1,000 articles and IT-related content for various publications and tech companies over the last 15 years. Establishing or making changes to your technical support team can be overwhelming, especially as your company grows. Contracted support for items provided by but not directly serviced by the organization, including printer support, vendor software support, machine maintenance, depot support, and other outsourced services.

We have included helpdesk engineer job description templates that you can modify and use. We are looking for a Desktop Support Engineer to to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills. Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs.

What Similar Roles Do

This means that service desk engineers will need to be well-versed in a variety of technologies, including hardware, software, and networking. They will also need to be able to troubleshoot complex problems and provide customer support. Typically, technical support engineers have a running queue help desk engineer of issues they attempt to resolve. They are in charge of prioritizing and managing the workflow from start to finish. Some businesses may have a formal flow chart corresponding to tiers or levels to estimate time to completion, but smaller businesses may have to manage the workflow manually.

As part of their tasks, admins customize the platform to meet the organization and team’s specific needs, managing user accounts and permissions. To enhance your cloud computing skills, explore IBM’s Introduction to Cloud Computing. Learn the essential characteristics of cloud computing, its different service models, and the most popular cloud platforms being used today in just 12 hours. If you want to develop the qualities mentioned above more quickly, there are a couple of help desk skills you’ll need to learn first. Being willing to learn is one of the most critical qualities of an exceptional help desk technician. A willingness to learn takes humility and the ability to accept constructive criticism from your peers.

Licensing or Certifications for

The top three skills for a Help Desk Engineer include Troubleshoot, Help-Desk Support and Technical Support. Most important skills for a Help Desk Analyst are Customer Service, Troubleshoot and Technical Support. A collaborative approach still relies on delineation around who can solve which problems or which teams are responsible for tickets, while others are there to assist with the help process as needed. Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. Access to the highest technical resources available for problem resolution or new feature creation.

If no solution is available, tier 1 personnel escalate incidents to a higher tier. Users also use apps to access service catalogs where they can request and receive services without involving the IT staff. Lastly, help desk administrators are the ones in charge of building and maintaining the system.

Education for

According to Lightcast, the annual average salary in the US for this role is $57,657 [2]. They allow businesses to track and identify issues and resolve underlying problems. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.