IT Helpdesk- What does it take to become an IT Helpdesk?

With the strong development of modern technology 4.0 today, the IT Helpdesk department is no longer strange, besides, the IT Helpdesk industry is attracting more and more attention of young people. With that interest, do you really understand what an IT Helpdesk is? What do I have to do as an IT Helpdesk? Besides, if you follow this profession, how do you need to equip yourself with knowledge and skills?… Let’s learn about these problems with  IT Systems!

What is IT Helpdesk?

The era of technology 4.0 is developing, surely businesses or IT companies are no longer strangers to the name IT Helpdesk. Besides, IT Helpdesk is also an IT department that is noticed by young people.

So, what is IT Helpdesk? The IT Helpdesk is a department of the IT department, responsible for supporting users (inside and outside the company) with problems related to IT technology or services. IT Helpdesk is like a bridge between the information technology department and users.

The Job of an IT Helpdesk

Each corporate organization will have a different IT Helpdesk job. There will be an internal IT Helpdesk or IT Helpdesk for users. Depending on the needs of the companies. In addition, they can hire IT Helpdesk services such as IT System or companies with in-depth experience in solving network, hardware or software problems.

The day-to-day work of the IT Helpdesk team supports different issues depending on the needs of the user or the company’s system. The IT Helpdesk will be the person who supports the customer in planning system upgrades, updates or maintenance. The IT Helpdesk serves as the first point of contact for users when they encounter hardware, software, or system problems. Handle requests using ITSM software or your own system to help, allowing you in the IT Helpdesk department to track user requests, easily find solutions to problems for users and arrange priorities for the board of directors,  department heads…

Some specific tasks of IT Helpdesk stand out in some businesses in Vietnam:

• Assist users when there are any technical problems related to hardware, software, computer networks, phones or applications on users’ computers.
• To provide information about IT services when requested by users.
• Transfer information to other relevant departments in the IT department to ensure that user requests or issues are handled appropriately. Track processing progress and feedback from users.
• Manage SEO website, hosting, server system of the company,…
• Data back-up, network maintenance and update
• Identify the best solution based on the problem and customer-provided insights

Knowledge and skills that an IT Helpdesk needs

With long-term experience in the IT industry and experience in many businesses, how will IT System share with you the skills to become a professional IT Helpdesk?

About technical skills

• Mastering the knowledge of hardware, operating systems, software, systems that the company is using, network systems
• Understand your company’s infrastructure
• Understand IT processes related to users
• Proficient use of IT service management applications.
• Skills to detect errors, problems, and quickly come up with solutions.
• Know how to install, repair and maintain devices related to the hardware of the user’s computer: PC, laptop,…
• Understand the knowledge of Network such as LAN, WAN, Internet, built network system,…

Coming to IT Helpdesk, you not only need to cultivate your knowledge and techniques, but you also need to practice soft skills to help you exchange, advise and answer with customers to make them comfortable, comfortable, listen and understand.

Soft skills

• Professional communication skills: when users encounter problems or problems, you must be a person who knows how to explain in an easy-to-understand – easy-to-listen way to be able to guide and support users to follow in your way

• High teamwork skills: The IT helpdesk does not only work individually, but you have to coordinate with your teammates and internal departments of the company to assist in solving problems. Therefore, teamwork skills are a very important part when you want to become an IT helpdesk.

To practice teamwork, the first thing you need to do is learn to listen to others, take responsibility as well as dare to accept criticism from many people.

• Presentation skills: you must equip yourself with presentation skills to be able to present and explain to customers the problems they are facing and guide them on how to overcome them. In addition, you can also present and report independently in the meeting without encountering any problems.
• Customer care skills: this is an important skill for an IT helpdesk staff.  You must always maintain a positive attitude, listen to customers and show care and sympathy for them no matter how strange or obvious the problem is.
• Patience: this skill is equally important in your job. When guiding and supporting users and customers to solve problems and problems, you need to be really patient to be able to answer customer questions, no matter how uncomfortable and inhibited you are at that time.

Company Requirements When Hiring an IT Helpdesk

• Have a degree in information technology
• Computer programming experience
• Understand each hardware and software part of your computer
• Ability to analyze and build system processes.
• Enthusiastic, progressive, absorbing and learning new knowledge
• Honest, careful, hard-working, with a high sense of responsibility, withstanding work pressure.
• Ability to diagnose and solve basic technical problems

Thus, through the information shared by the IT System above, you have partly understood what an IT Helpdesk is, what they need to do and the recruitment needs of companies today. Hopefully, the above information can support you in the process of learning about IT Helpdesk.

Besides, you can refer to IT Support? What is the difference between IT Support and IT Helpdesk? What does it take to become an IT Support professional?

See also: IT Helpdesk service of IT System