An IT help desk professional is expected to solve consumers' queries through phone, chat, and emails. He is expected to listen to the customers' problems patiently and guides the customers to rectify their problems by troubleshooting online. He maintains records of the customers who contact for queries in the computer program for future reference. Most work is carried out through emails and phone; if necessary the professional might have to provide on-site assistance to the customer if they can't fix the problem themselves. He might ask the seniors to send a field engineer at the customer's place if the problem is complicated and difficult to fix by instructing on the phone.
To become a computer customer help desk professional you don't require much of formal qualifications, a good knowledge of software and various systems is enough. But knowledge of computers at the high school level is needed. After that, one can improve their chances by taking up certificate courses like BTEC National Certificate, Practitioners certificate of City & Guilds, or any other similar computer courses.
Helpdesk professionals should be skilled enough to help customers who are facing troubles with their computers or software products. Being a helpdesk professional he can work with the after-sales department to serve the customers of any company. One can also work in the IT support division of large companies. There is no need of high academic degrees for IT help desk jobs beside a little knowledge of computers and software. As long as an individual can use their technical knowledge to conduct the job, employers find it enough to hire him. But there are employers who may seek for individuals who have ample computer training in the form of some relevant degree in information systems or computer hardware. Moreover one is expected to have good problem-solving skills and good communicative capacities and mannerisms. They must be able to present information to the customer quickly and in an easy manner. The help desk professional should be able to deal with the customer in an apt manner and tone. He should be patient while talking to customers and should handle angry customers calmly. As help desk professionals work in the constantly changing and developing world of technology, they must develop their skills and knowledge to keep up with existing and emerging concepts in the field.
The training most of the time will be given by the organization related to the organization's systems, procedures, rules, and regulations used by it, etc. Getting acquainted with the organization's processes will cover most of the training.
Without experience one would be hired as a trainee or at a junior level. He would need to get acquainted with the company's working conditions. Good experience can promote one to the position of a team leader. An experience of 2-3 years would guarantee desired positions.
Customer help desk professionals can find various opportunities with experience and technical know-how. Providing after sales services for the customers is becoming mandatory for all companies. This provides excellent job prospects for the applicants. Also most companies need to have IT support so this also generates a good deal of opportunities for the aspirants. Demand for customer help desk professionals has increased tremendously over the past few years.
The average annual salary which customer help desk professional can earn is around $18,000-$32,000. The salary will depend on experience, knowledge, and the employing organization.
The secret to the success of an organization lies in the customer-company relationship. As a result, after sales services that entails better and effective customer problem solving would benefit the organization. So organizations are hiring quality help desk professionals that would provide effective customer service.