Desktop Support

    What is Desktop Support Jobs

    Desktop support trainings enable the technicians for fixing and maintaining desktop, laptops, server's hardware and basic networking troubleshooting computing environments used by computer users and employees in organizations.

    The Desktop Support team is the central point of contact for all IT related issues, incidents and service requests. The role of the Desktop Support Technician is to provide second line support for all staff. IT support staff work in a dynamic, fast paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

    Common duties of desktop support technicians include setting up accounts, repairing or replacing faulty hardware, and configuring network settings. The technician must also work together with hardware or software vendors to address problems beyond the scope of regular computer maintenance. Desktop support technicians also perform regular software backups, deploy security updates, and lecture other employees about adhering to the company's security policies.

    The typical workflow in corporate IT is to have an end user call the central service desk number. The service desk will log an incident and attempt to resolve the problem over the phone (this is called first call resolution). If the problem is incapable of phone resolution, the ticket will be dispatched to desktop support, where a (presumably) more advanced technician will visit the customer at their desk, listen and observe while the customer explains and shows examples of the problem, and then the technician fixes the problem.

    Types of Desktop Support Profiles

    The different types of desktop computer support typically break down into a few basic categories based on the way in which a person interfaces with the one providing support.

    Desktop Support Jobs

    Personal desktop computer support usually consists of a person providing support in a more hands-on way, by interacting directly with a person's computer and problem solving on the computer itself. This can occur when a service specialist comes to the customer, or when a customer brings a computer to a manufacturer or service center. While minor problems can often be solved over the phone or Internet, hardware issues and major software problems may require personal support for an effective solution.

    Remote Support Jobs or Technical Support Jobs or Service Desk Jobs

    In this profile the desktop support engineer acts as a Phone support typically consists of assistance given over the phone to a person with questions about a desktop computer. Internet or web-based support can be provided through an instant messaging program over the Internet, and can include remote desktop support and control as well.

    IT Help Desk Jobs or Semi-Voice Jobs or Email Support Jobs

    Some companies have begun providing desktop computer support over the Internet, often referred to as web-based or Internet support. This usually involves a customer sitting at his or her computer and chatting with a customer service specialist through a web-based chat program, such as an instant messaging window. The specialist can provide information and assistance similar to support over the telephone, but may also utilize other methods of support.

    Desktop Support Roles and Responsibilities

    - To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

    - To assist all our users with any logged IT related incident when called upon.

    - To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

    - To accurately record, update and document requests using the IT service desk system

    - To install and configure new IT equipment

    - To resolve incidents and upgrade different types of software and hardware

    - To resolve incidents with printers, copiers and scanners

    - To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

    - Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

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    Salaries and Growth in Desktop Support

    Working as a desktop support technician is a great starting point for professionals interested in high- paying IT jobs. Experienced technicians can become network engineers and systems administrators. Even without an advanced college degree, the desktop support technician position itself already offers decent salaries.

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