IT Help Desk Skills & responsibilities

What is an IT service desk?

The IT service desk aims to be a main point of participation between users and an IT organization. According to ITIL, the service desk is the only point of contact (SPOC) between the service provider (IT) and the users for daily activities. A typical service desk handles incidents (interruptions) and requests for assistance (ordinary service activities) along with the management of user communications for things like interruptions and scheduled changes to services. A service desk generally has a wide reach and is designed to provide the user with a unique place for all their IT needs. This leads the service desk to play a key role in facilitating the integration of business processes with the technological ecosystem and a broader service management infrastructure.

Help desk Skills and responsibilities

Typical daily activities and skills required by IT helpdesk technicians include the following. Help desk technicians:

• Diagnose computer errors and provide technical support.
• Solve software, hardware and network problems.
• Train end users on how to configure and use new technologies.
• Back up and restore an organization's files and data systems.
• Install, configure and update PC software and operating systems.
• Clean and repair computer hardware, such as keyboards and printers.
• Remote IT help desk technicians provide technical support over the phone or online.

Remote help desk technicians often use specialized help desk support software to take control of end users' computers for troubleshooting, diagnosing, and solving complex problems.

Technical salary service

Average salary per help desk IT technician (USA): $ 46,000