Help Desk Representative

• According to a Help Desk Institute 2001 survey, the heaviest call volume occurs between 7 a.m. and 9 a.m.
• The Help Desk Institute has approximately 7,500 members.
• In 1996, the most common on-the-job use of computers was for bookkeeping and invoicing.

THE JOB:

Help desk representatives are EMTs for the knowledge economy. Providing productivity "first aid" to baffled, frustrated and sometimes clueless computer users, they combine customer service, technology training and computer troubleshooting abilities. They answer phone calls, interpret problems, provide simple technical support, keep track of issues and resolutions, use automated diagnostic programs and resolve recurrent problems. When it comes down to it, this job is more about people than technology. If you don't enjoy helping others, lack patience and can't find satisfaction in reducing other people's stress, don't take a seat at the help desk. Most help desks are part of a medium to large organization's IT support function, reporting into the IT group. While even the smallest organizations need these types of services, they may not have the financial or technical resources to set one up, relying instead on an IT generalist or in-house computer guru. Help desk representatives may be called on to work outside the 9-to-5 day if the organizations' activities require computer users to work beyond those hours. Help desk reps can expect to straddle both edges of the technology curve. They need to constantly learn about new technologies while still supporting older installations.

SKILLS:

Help desk reps need to possess great customer service skills, including customer-oriented telephone and email/chat abilities with the capability to respond quickly, competently and patiently. These individuals must be able to gather information, evaluate options and offer good solutions. An understanding of both the overall systems environment, such as system maintenance, workstation support, Internet connectivity and security services, as well as the specific products in use is crucial. Familiarity with alternative products and the nature of technical problems is also important. Help desk reps need to know how to present complex technical information to nontechnical audiences. The ability to design and deliver instructional training is also valuable.

EDUCATION:

Computer support specialists generally need only an associate's degree in a computer-related field as well as significant hands-on experience with computers. Earning certifications in the specific technologies or products in use at the workplace is valuable and might be considered a prerequisite for advancement.

OUTLOOK:

The last 10 years have seen virtually every industry reshaped by the presence of computing and telecommunications technologies. The presence of these devices on every desk has not, however, made everyone sitting in front of them an expert user. In today's technologically diverse and complicated workplaces, every organization needs help desk representatives to answer questions, get detailed information on a specific issue, resolve problems or locate further assistance. The economic outlook for computer and data processing support services is good for at least the next six years. Ten-year forecasts in 1998 projected 117 percent growth for computer and data processing services by 2008, making it the economy's fastest-growing sector. Support functions were forecast to grow at nearly twice that rate.

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