Useful qualifications
How much could I expect to earn?
The work
Skills required
Opportunities

Helpdesk professionals offer first-line support to clients who are having problems with IT hardware and/or software.

They work with the client to identify the fault and offer solutions to rectify the problem. In some cases, helpdesk professionals can refer the client to a second (or third) tier of support if initial problems cannot be resolved. They offer help over the phone, by email and increasingly, via online diagnostic and repair tools that the client logs in to.

Helpdesk professionals may work for a software or equipment supplier as part of their after-sales service, for instance a home PC manufacturer; or they may work for an organisation specialising in IT maintenance and support for commercial clients, for example, supporting a retail chain's computerised till network. In a large institution, such as a university, they may be part of an in-house support team.

Helpdesk professionals work on a computer, using specific helpdesk software, which allows them to:

• Communicate with clients directly (and vice versa).
• Log calls/contacts made.
• Run reports on common trends.
• Track work in progress.

Helpdesk professionals also update knowledge databases, which clients can access remotely to try and resolve issues without the need for further support.

If first or second line staff cannot fix a particular problem, they can make arrangements to call out a field engineer or to send the faulty equipment/software for repair.

Increasingly, employers seek industry-recognised certification from vendor specific programmes such as CompTIA or Microsoft, for example:  

• CompTIA A+ Certification covers: installation, configuring and upgrading, diagnosis and troubleshooting, preventive maintenance, motherboards, processors and memory, printers, basic networking, operating system fundamentals and networks.
• CompTIA N+ Certification covers: installation, configuring and upgrading, Network transmission, protocols, topologies, troubleshooting networks, firewalls, operating systems etc.
• Vendor-specific training, such as Microsoft Certified Systems Engineer (MCSE) certification may be an option. This is a higher level qualification for those who have already achieved a foundation qualification such as A+ or N+.

Figures are intended as a guideline only.

Starting salaries range from £14,000 to £17,500.
With experience, this rises to between £19,500 and £25,000.
Helpdesk professionals with managerial responsibilities can earn around £27,500 or more.

Helpdesk professionals work 37 to 40 hours a week, but the pattern of work varies between employers and often involve shifts, including evenings and weekends.

The work is office-based on a PC. Some travel may be involved if working for a company with users on different sites.

As a helpdesk professional, you should:

• Have an in-depth knowledge of the systems and software that clients use.
• Have excellent communication and customer care skills.
• Be able to explain solutions clearly in technical and non-technical terms.
• Have excellent analytical skills and be well organised.
• Have excellent IT skills.
• Be able to keep accurate administrative records.
• Be willing to update your skills and knowledge as new developments are introduced.

With experience and training, helpdesk professionals can progress to more senior positions within their organisation, such as team leader, section leader or departmental manager. They may also use the work as a stepping stone towards other IT work, such as programming or systems administration. There are also opportunities for working in IT training.