The 11 Best Help Desk Software for 2023 Buyer’s Guide


The videos lectures are very engaging, entertaining and very well laid out. The fun style of teaching makes the concepts easy to grasp and retain. These IT support certification courses are suitable even for learners who do not wish to take the CompTIA certification exam, help desk engineer but just looking to learn about the basics of IT and computers. They can get a robust IT foundational knowledge in a way that’s easy-to-understand. This course covers advanced troubleshooting concepts for experienced IT support professionals in an enterprise environment.

basic help desk skills

The forth section covers Active Directory, how to manage users there, and settings folder permissions based on Active Directory users. Next, students are shown tools and websites that will help them complete some tasks faster, easier, and more professionally.

essential skills you need in a help desk job

If you’re looking at entry-level roles, these tend to be about 80-85% customer service skills and maybe up to 15% on the technical skills. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware.

  • Receive, review and contact end users to confirm issues with computer systems for State of GA workers.
  • These customer-experience-adopting B2C companies will testify that a focus on customer service alone is no longer enough.
  • An active listener pays close attention to what others are saying, occasionally voices their understanding and asks clarifying questions.
  • The course is instructed by Tareq who is an IT Professional with over 12 years of experience.
  • All of these traits help hiring managers know if help desk job candidates would be a good fit, from an experience and cultural perspective.

However, their more advanced features, and even some basic ones like live chat, are only offered on their highest-cost enterprise plan, which could be over-budget for some teams. SysAid is a help desk ticketing system that manages internal IT requests. They offer a number of SLA management features like ticket and workflow automation to reduce SLAs. You can also build a self-service portal for knowledge management so employees can handle basic requests like password resets on their own. Help desk software is a tool used to organize, manage, and respond to service-related requests. Some help desks are used for external requests from customers, whereas others are used for internal service requests from team members. Customers come to the help desk of a business because they aren’t able to find solutions themselves.

Desktop Support Level 1 & 2 in real life – Troubleshooting (Udemy)

Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality. Included in hardware upgrade were a computer, monitor, mouse, and keyboard replacement. Researched and implemented a redundant Internet access source to ensure 99% uptime. Escalate High Priority issues accordingly by collaborating with Administrators, Engineers, Incident Management and Service Delivery Managers. Managed tickets using Remedy Incident Management software; initiating, logging, updating incident responses and managing escalations when needed.

How do I apply for a job as a help desk support technician?

Applying for a job as a help desk support technician is easy with Spherion. You can search for help desk support jobs on by job title and location. If you don’t see the perfect role, you can submit an open application. Once you submit your contact information and resume through Spherion’s open application, a recruiter from the office closest to you will reach out with details about potential help desk support roles that fit your skill set and professional goals.

The “Understanding Help Desk” course breaks down each tool in the ServiceHub suite and explains how your reps can use each feature to save time and automate functions. By having your reps complete this course, you’ll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support. With the more technically savvy end user, help desk admins must ask what the user has already tried to prevent unnecessary step repetition — or to prevent the call from sounding scripted, which users hate. This requires IT to sift through information to troubleshoot as quickly as possible. To balance listening and troubleshooting, staff require advanced communication skills.

Average salary for Help Desk Support jobs

Active listening abilities are the easiest method to become more sympathetic. When actively listening, you should be able to repeat what has just been spoken. As you improve your active listening abilities, you’ll realize that end-users will give you almost all you need to know to solve their problem. This not only increases empathy but also allows you to acquire more knowledge while asking fewer questions. Internal users need support to do their jobs, and external customers expect great support as part of your service.

basic help desk skills


Please enter your comment!
Please enter your name here