Helpdesk/Technical support

Alternative job titles for this role

• Technical support
• Customer technical support
• IT support

Introduction

Technical support staff help resolve customers' technical problems via email, phone and social media. The job may involve configuring computer equipment such as internet connections, or configuring software to connect to internet application servers. It also involves providing training and assistance to help clients learn how to use their computer hardware or software products. The job requires an in-depth knowledge of hardware, systems, applications and languages. Generally, graduates in this area will be extremely competent in the technology relevant to the organisation they work for.

What the job involves

• Help customers set up and use their computer hardware and software, including printing, installation, word processing, electronic mail and operating systems
• Deliver highly complex technical information into terms and concepts that the customer can easily understand
• Work with outside vendors to ensure new equipment is successfully installed
• Log and process support calls
• Help customers resolve technical problems themselves

How your career can develop

Many graduates advance their careers by broadening their skills within a specific industry or area. Large companies with an extensive technical infrastructure may have separate teams dealing with different areas of their business. With experience, a move to a specialist area dealing with more complex technical environments is possible. Another option is to take on the role of team or section leader.

Why helpdesk and tech support matters

There is growing demand for Uber-style, on-demand service for home and office tech repair, set-up and troubleshooting. These companies would dispatch tech experts when summoned to fix everything from a cracked iPhone screen to a tricky installation or a laptop riddled with malware.

Skills

• In-depth knowledge of hardware and software
• Up-to-date knowledge of latest IT and software trends
• Strong customer service ethos
• Work well with people
• Strong communications skills
• Excellent organisational skills.
• Ability to quickly establish good working relationships with clients

Typical employers

• Banking and finance
• Manufacturing firms and service areas
• Educational institutions
• Public sector organisations
• Electronics retailers
• Software retailers

Typical salary

• Graduate/Starting €20,000 to €30,000
• Senior/Potential up to €70,000 for tech support team manager

Typical qualifications

While open to graduates of any discipline, employers typically prefer graduates with an IT related qualification.

Further information

Irish Software Association: www.software.ie

Irish Computer Society: www.ics.ie

BCS, The Chartered Institute for IT champions the global IT profession: http://www.bcs.org