Technology users unable to avoid problems related to computer services, corporate intranet, software, hardware. An IT Helpdesk is the one to solve those problems.
IT Helpdesk is a familiar and easy-to-understand term for those working in information technology. Regarding those outside the sector or wishing to pursue an IT helpdesk career, this concept is still relatively new. What is an IT Helpdesk? What skills are needed to become one? What is the salary for this position? Are job prospects open? The information below will give you the exact answer.
1. What is an IT Helpdesk?
IT Helpdesk is the service support team of the IT department, helping to connect and covey questions from users to other departments for processing and resolution then transmits the information received back to the customer.
Find out the concept of IT Helpdesk
2. IT Helpdesk job description
The responsibilities of the IT Helpdesk vary based on each business. The level of IT Helpdesk's work will depend on the products, services, and scale of each business.
However, basically, the primary duties of IT Helpdesk are:
- Solve technical problems related to hardware, computer software, computer networks, IT applications that customers and other departments in the business are facing.
- Manage websites, information systems, and servers of the business.
- Track the troubleshooting process and monitor the operation of the device after being fixed.
- Work with the IT department to resolve major technical issues.
- Answer questions and provide information to potential customers.
- Present and explain information to customers in an easy-to-understand way and support the timely troubleshooting process.
- Install applications, software, hardware, computers, and other technology equipment for businesses.
- Store information as a database for businesses.
- Repair computers and software technology equipment of businesses.
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Job description
3. IT Helpdesk recruitment requirements
To perform the IT Helpdesk work effectively, the candidate must possess the necessary abilities and skills. The following are the prerequisites for IT Helpdesk:
Education requirements
To apply for the IT Helpdesk position, applicants must be well-trained through a university program in Information Technology, Computer Engineering, or Computer Networks. Priority will be given to candidates with a certificate related to information technology or Microsoft Certified Professional.
Experience and expertise requirements
Regarding work experience, companies and businesses often require IT Helpdesk to be proficient in technology, equipment, and IT applications and have in-depth knowledge of software, hardware, phones, operating systems, and IT infrastructure.
Language skills
Good foreign language skills, especially English, will bring IT Helpdesk opportunities to access new solutions, trends, and leading technology platforms in the world and countries with strong development in technology.
Skill requirements
Some of the following critical skills will greatly support the work of IT Helpdesk:
Problem solving skills
As an IT Helpdesk, you must have the ability to detect problems to assist users in solving issues related to computers, software, hardware, and networks. When there is a problem, you must ask questions related to what the user is experiencing to synthesize information, accurately analyze the technical problem occurring, and come up with a thorough solution.
Communication and teamwork skills
Communication and teamwork skills are essential as the IT Helpdesk works with many customers, users, partners, and colleagues. Communication will help you explain and present problems in the clearest, easiest-to-understand way to solve problems. In situations where the problem needs more time to research and cannot be resolved, the IT Helpdesk must use great communication skills to make customers happily accept.
Besides, the nature of this job also requires coordination with many people and departments to create a smooth working process. Thus, teamwork skills are needed. Without these skills, the IT Helpdesk is easily isolated in their working environment.
Presentation skills
To become a professional IT Helpdesk, you need to hone presentation skills to analyze and explain to help customers understand the problem they are facing and provide them with guidance and support. In addition, presentation skills also help you effectively present and report independently in internal meetings.
Customer service skills
The IT Helpdesk must put the user's priority first, even if it is not an urgent problem. Try to handle any user issues promptly, ensure their concern is one that has to be solved right away.
The ability to work well under pressure
From the job description above, it can be found that the IT Helpdesk undertakes a heavy workload. In addition to mastering professional knowledge and technical literacy, you must also have the ability to work well under pressure.
Patience and meticulousness
Meticulousness is a crucial factor in helping IT Helpdesk not to miss any small detail or task. In the process of debugging or dealing with problems from customers, the IT Helpdesk must be meticulous to detect problems and find a thorough solution.
In addition, the IT Helpdesk will build good relationships with customers and have a long attachment to the profession when being patient with themselves and their customers.
Requirements to become an IT Helpdesk
4. Salary and job opportunities of the IT Helpdesk
Salary
The average salary of IT Helpdesk currently ranges from 9 to 15 million VND per month. However, many factors affect the income of the IT Helpdesk namely professional capacity and experience, working location, nature of the project undertaken, and business scale. Therefore, the salary received can be higher or lower.
Performing well in an IT Helpdesk position for a few years or more, you will have many opportunities for advancement. IT Helpdesk is a good start for developing your IT career path. After that, you can be an IT Helpdesk team leader, Network and System Administrator, Server Administrator, IT Manager, or IT Project Manager. At this point, your income will be high.
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Job opportunities
In a time when technology is developing strongly and is present in almost every profession, information technology will be a "promise land" for those who pursue it, including IT Helpdesk positions.
Many companies and businesses in technology desire to build a loyal customer network. Thus, they need to recruit IT personnel in general and IT Helpdesk in particular with qualifications and extensive experience to improve the quality of customer care service.
As a result, the income level, job opportunities, and advancement opportunities for IT Helpdesk are considered attractive. You can choose the working environment you want if you have extensive expertise and high professional capacity.
5. Some stereotypes about the IT Helpdesk profession
Some people still don't understand IT Helpdesk properly. Hence, they think that the IT Helpdesk understands everything related to IT, there is no opportunity for development, and they will handle everything without following a set procedure.
Lots of career opportunities for those who pursue it
Searching for IT Helpdesk jobs at Navigos Search
If you are interested in IT Helpdesk job postings and the information technology industry, visit the job directory on Navigossearch.com to choose a position that suits your abilities and experience to apply for.
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