A help desk technician’s role can actually do you—and your career—plenty of good. As technology continues to play an increasingly important role, the demand for skilled help desk technicians will likely grow. If you’re interested in becoming a help desk technician, here are three steps you can follow to start your career in this field. Unlock your potential with The Knowledge Academy’s Certified Helpdesk Support Technician, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

For a help desk technician, time management can’t be overemphasized. It involves making the most of your time so that you can deliver maximum value to your end users. You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem. This not only builds empathy, but also helps you gather more information while asking fewer questions. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles.

Real respect for the customer.

If you’re serious about launching an IT career, one of the most-likely first stops you’ll consider on your career path is to work as a help desk technician. But if you’ve frequented any tech-related forums, you know there are plenty of tales out there highlighting the struggles that come with assisting users who barely know the difference between a mouse and modem. An awesome support agent is an informed champion of their products. They’re enthusiastic about using them, understanding how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not just how to fix it when something breaks.

This person understands support processes are important, and not only follows them, but helps improve them. They take an analytical approach to driving change, and use data to support their assertions. This person enjoys themselves at work, spreading a positive can-do attitude. A great support agent integrates a bit of fun into their daily tasks to make everyone’s loads a little lighter.

IT support technician

Wouldn’t it be great to base your career path on the computers, gadgets and technologies that already hold your interest? Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Certified Helpdesk Support Technician at your business premises. Experience expert-led classroom learning from help desk engineer the comfort of your workplace and engage professional development. Patience creates room for greater service; it allows the help desk support staff to take enough time to better understand the customer’s problems. In order to excel in your help desk support career, you need to possess certain skills and qualities.

how to become it help desk