These skills are vital for troubleshooting the technical issues a customer is having. A service desk engineer is responsible for providing technical help desk engineer support for customers experiencing computer problems. These employees provide phones, laptops, and computer support for an entire organization.

• An engineer may also be required to work weekends and holidays, depending on the organization.
• Service and help desks are an essential piece of successful IT service management.
• And if you’d like some additional ideas about what to include, browse our help desk job listings.
• A service desk engineer typically works multiple shifts during a month.

The difference in salaries is information engineers making $52,559 higher than help desk engineers. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager. A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. BMC Helix provides a range of tools relevant to the service desk, including incident and problem management, proactive service resolution, knowledge management, smart reporting, digital workplace, and service request management.

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The hourly wage for help desk technicians ranges from $12 to $44 per hour, depending on location, technical specialty, years of experience, and certifications held. The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics. Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly. Joseph is a global best practice trainer and consultant with over 14 years corporate experience. His passion is partnering with organizations around the world through training, development, adaptation, streamlining and benchmarking their strategic and operational policies and processes in line with best practice frameworks and international standards.

Proven record of experience working with Service Desk, Call Center or any other ticketing systems. Participate in and support the release process for existing and new applications. Discover the impact intelligent automation can have on creating and deploying innovative services. https://remotemode.net/ Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Systematically interprets user problems and identifies solutions and possible side effects. Receives and handles requests for service, following agreed procedures.

Service Desk Engineer Salary & Outlook

Help desk technicians are the first line of defense for any technical-related customer issues. Help desk technicians are usually the first point of contact for customers who are trying to work through any technical problems, and they can typically be reached through phone, live chat, or even in person. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. The Service Desk Engineer is responsible for onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

The employment of service desk engineers is expected to grow much faster than average over the next decade. FieldEngineer can provide your business with a certified IT help desk engineer. IT help desk certifications mainly include college courses or apprenticeships. For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship. An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help. This means customer requests are handled more quickly and efficiently.

IT Help Desk Technician job profile

Must thrive in a self-directed environment, capable to prioritize tasks on your own and be a strong troubleshooter and problem solver. Accountability and communication of tasks and activities to manager via designated tools ensures a high degree of autonomy. This position description is a communication tool and is not intended to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization. Updates job knowledge by participating in educational opportunities and maintaining personal networks. Participates in development of client training programs by identifying learning issues and recommending instructional language. Qualifications for a job description may include education, certification, and experience.