Help Desk VS Service Desk: The Big Difference

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Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. The goal is to create value for clients that will help preserve the company’s reputation and business.

Which is the best ticketing tool?

  • ConnectWise.
  • SolarWinds Web Help Desk.
  • Jira Service Desk.
  • Jitbit.
  • Zammad.
  • Freshdesk.
  • Request Tracker.
  • Zendesk.

A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster – and at a higher pay grade – than candidates with no degree. For those who pursue a formal education, degree programs in computer information systems , help desk administration, technical support, and network administration all provide a solid base for the help desk technician career path. If you want a college education, but not the time and expense of a 2- or 4-year degree program, consider a specialized certificate in PC repair or IT/help desk support. Help Desk Engineers provide technical help to non-IT computer users.

Enterprise services

This article is part of an IT Career News series called Your Next Move. These articles take an inside look at the roles related to CompTIA certifications. Each article will include the responsibilities, qualifications, related job titles and salary range for the role. As you consider the next move in your IT career, check back with CompTIA to learn more about your job prospects and how to get there. If you like to solve technical issues and work with people, then help desk technician may be a good next step for you.

  • To write an effective helpdesk engineer job description, begin by listing detailed duties, responsibilities and expectations.
  • Demand for help desk services will increase as more organizations provide their customers with online access to products and services.
  • Active listening abilities are the easiest method to become more sympathetic.
  • This includes all the processes and activities to design, create, deliver, and support IT services.
  • Treat each end user’s problem as if it were urgent, and tell callers that their issue is important to you and that you are dedicated to resolving it.

Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. For example, many colleges and universities are implementing service desks to a “one-stop shop” to accommodate students with class enrollment and financial aid services, as well as answer, direct, or escalate general inquiries. Typically, smartsourced help desk representatives don’t get the opportunity to familiarize themselves with your business, resulting in limited integrating help desk engineer potential in your company and the inability to offer overall business process support. Their primary goal is to get your specific problem resolved as quickly and efficiently as possible. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that’s right for you. A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others.

Help Desk Technician Education Requirements

Proactive identification and analysis of issues and manage problem through to resolution. If you need IT support for your business, trust the experts at Buchanan. We’ve provided unmatched IT support to North American businesses for over 30 years. Take advantage of job acquisition services, such as Resume Creator and Online Reputation Builder to accelerate your search for your dream job.

Responds to requests for technical assistance in person, via phone and email. One of the most important traits of an excellent help desk technician is the willingness to learn. Humility and the capacity to accept constructive criticism from peers are required for a readiness to learn.

Read More from the CompTIA Blog

An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again.

Although there’s no reason why a help desk can’t also offer these additional capabilities . And while help desks are often limited to a single ITSM activity (in particular, incident management or the break-fix process), service desks cover the wider range of activities that were mentioned above.

How Do Help Desk Engineer Rate Their Jobs?

An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. 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. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.

what is help desk engineer