This training may include learning the company’s ticketing system, troubleshooting software and other processes. This means that service desk engineers will need to be well-versed in a variety of technologies, including hardware, software, and networking. They will also need to be able to troubleshoot complex problems and provide customer support. On average, desk support technicians earn a lower salary than help desk engineers. There are industries that support higher salaries in each profession respectively.

• The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience.
• An IT helpdesk engineer can also earn a good salary and IT help desk jobs are always in demand.
• At least 3 year of working experience in the related field is required for this position.

Receive tips & info on cleared job search, security clearances and career development. MCP certification in desktop Operating System software required within the first three months of employment. Access 150+ inbuilt job descriptions, and publicize them to attract candidates with Freshteam. Route customer tickets to proper teams to follow up and handle help desk engineer including tracking the status of tickets until closure. As long as customer service has existed there has been the customer who cannot be pleased. If you’re excited to be part of a winning team, XYZ Inc. is a perfect place to get ahead. The most common way to advance in this career is to move up the ladder within your current organization.

Enhance Your Technical & Customer Service Skills with a Diverse Client Base

The salary of a service desk engineer can vary depending on their level of education, years of experience, and the size and industry of the company. They may also earn additional compensation in the form of bonuses. We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software. IT technical support staff diagnose and solve software and hardware problems for computer users. An IT Help Desk Technician is responsible for providing technical support and assistance.

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.

Career Progression

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence. Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on. ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider. A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. They monitor the performance of the company’s desktop infrastructure.

• A career as a service desk engineer can be rewarding in many ways.
• The person in this job is a technical support employee who helps people troubleshoot computer problems.
• This IT help desk technician job description template includes the list of most important IT help desk technician’s duties and responsibilities.
• MCP certification in desktop Operating System software required within the first three months of employment.
• Many businesses are continuing to expand their operations and need to invest in technology in order to support this growth.

This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service. As a specialist, you will be in high demand and can command a higher salary. Service desk engineers can utilize this trend by developing skills in customer care and problem solving. They can also work to create a positive image for their company by providing excellent customer service to all customers, not just those who are unhappy. On average, desktop support specialists reach similar levels of education than help desk engineers.

Technical Support Engineer

Help desk engineers and desk support technicians both include similar skills like “technical support,” “troubleshoot,” and “active directory” on their resumes. As customers become more demanding, businesses are beginning to focus on providing a better customer experience. This means that service desk engineers will need to focus on providing excellent customer service and resolving issues quickly and efficiently. We are seeking an IT Service Desk Tier 1 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, or via e-mail using IT ticketing system. Technical support service desk engineers may also receive on-the-job training to learn the specific systems and processes of their company.

No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience.

Service Desk Engineer Salary & Outlook

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Systematically interprets user problems and identifies solutions and possible side effects. Receives and handles requests for service, following agreed procedures. Ensuring that various types of information are communicated to users through the appropriate channel.

We have included helpdesk engineer job description templates that you can modify and use. They provide you with the necessary support you need with all your assets and processes. They also offer excellent customer service and advice to all users in different types of companies. If you’d like more information about IT help desks for your business, get in touch today. In general, senior infrastructure engineers make a higher salary in the hospitality industry with an average of $123,360. The highest help desk engineer annual salary stems from the finance industry. But if you’re interested in companies where you might earn a high salary, help desk engineers tend to earn the biggest salaries at Bain & Company, Booz Allen Hamilton, and Cognizant.