Helpdesk & IT Support Jobs
As with all companies around the World with IT software or hardware, unfortunately thing will go wrong, which is where the Helpdesk and Support teams are called into action.
People in these careers will deal with either internal or external individuals to a company, and sometimes both. They are the people set in place to help, analyse, fault find, and fix software and/or hardware problems for a business. Individuals will be involved in working on monitors, printers, hard drives, not to mention networks, systems, emails, connections, and more.
Helpdesk and Support staff are relied on to keep a business functioning. Staff are employed by businesses, charities, schools, and numerous other areas for this discipline.
How to move into Helpdesk & Support
Background wise, candidates are wanted to have a varied IT related background, due to the variety involved in these positions. Although some positions may require a more specific qualification, if the nature of the work requires. An example of this could be, with a Helpdesk person required to work heavily with networks, an employer may look for a CompTIA Network + qualification.
Many Helpdesk & Support candidates will have carried out additional training, or be carrying out the courses whilst employed.
Graduates to this area will have normally come from a general Computer Science background, and will have had some related experience either at home, or carrying out work whilst studying.
Interviews will be detailed and varied, as candidates are expected to be knowledgeable in a wide variety of IT elements.
Disciplines within Helpdesk & Support
Helpdesk & Support is a general area, as several levels of support exist within each area. Helpdesk alone consists of 1st, 2nd, and 3rd line support, each level representing an escalation in seriousness or complication of an issue. Some roles can be telephone based, whilst others will require face-to-face interaction. Below are a few examples of positions available: -
1st Line Support
2nd Line Support
3rd Line Support
IT Helpdesk
Network Support
IT Support
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