IT Helpdesk Analyst

IT helpdesk analysts offer guidance by means of phone, site or email to PC users who need assistance tackling their technical issues. They can also be called helpdesk support technicians or service desk analysts.

As the part of the work you could be:

  • Providing first line technical support to clients – taking enquiries by telephone and email
  • Managing issues for equipment, for example, servers, PCs and printers, and software programs
  • Inquiring about the issue and clarifying potential solutions
  • Managing normal or fundamental technical issues, for example, resetting passwords
  • Utilizing automated diagnostic programs to tackle network issues
  • Upgrading knowledge bases with information of basic issues which clients can see online
  • Utilizing helpdesk software to log calls with descriptions of issues, progress and solutions
  • Passing calls to a team of second line support analysts if the issue is more complex
  • Orchestrating an expert to visit the client if an issue can't be tackled via telephone or by email.
  • You may begin your vocation in first line support, managing routine issues and working from a script, then move into second line support, managing more technical issues.

Where you work:

The size of organization or company you work for the demand for the work and the level of your own skills.

When it comes to helpdesk support salaries, beginning compensations could be around £18,000 to £22,000 per year. With 1 or 2 years' experience this can increment to somewhere in the range of £22,000 and £25,000 per year.

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