The IT department is responsible for supporting and maintaining the company’s IT systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IT faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.
Roles and responsibilities:
I.T. Helpdesk Engineers provide primary support to end users. Initially a support ticket is raised (referred to as call logging) and the problem is recorded on to the helpdesk system as described by the user. A priority if given to the support ticket by the engineer based on urgency and importance. Helpdesk Engineers are expected to determine if the problem can be fixed over the phone or if escalating to a higher level is more appropriate. The role primarily involves working in or as part of a team. Depending on the size of the organisation large organisations has many I.T. Helpdesk Engineers whereas SME’s might have only one I.T. Helpdesk Engineer that answers support call from users. The roles has a lot in common with 1st Line Support Engineers, depending how the organisation is structured.
- Answer technical support calls
- Escalating IT issues to relevant support units i.e. Desktop Support, Network Support etc.
- Diagnosing and resolving simple or common technical issues i.e. resetting forgotten passwords
- Process service requests to relevant support units
- Password resets and reactivating user accounts
- Back-up of the I.T. helpdesk database
- Acting as ambassadors to the IT department
- Creating purchase requisitions for IT hardware/software.
I.T. Helpdesk Engineers don’t have to be overly technical as this is often seen as the first rung of the ladder after graduation. Although, it is very helpful to have a good general knowledge of computers, to progress further you must gain enough experience and knowledge to move into 1ST Line Support and 2ND Line Support roles. It’s common for engineers to hold formal and professional qualifications such as HND, BSc. and/or Microsoft Certified Professional (MCP) qualifications.
1ST Line Support Support, 2ND Line Support Support, 3RD Line Support Support, 2ND Line Network Support, 3RD Line Network Support, Help Desk Supervisor/Manager, Senior Network Engineer, Network Manager, Server Engineer, Systems Manager, Data Centre Manager, Service Delivery Manager, Project Manager, Programme Manager, IT Manager, CIO, COO, IT Director.
Average salary is £18,437 per annum as of March 2017 for I.T. Helpdesk Engineer based in London.