Senior infrastructure engineers average a higher salary than the annual salary of help desk engineers. The most common way to advance in this career is to move up the ladder within your current organization. As you gain experience and prove your worth, you will be given more responsibility and may eventually be promoted to a management position. Alternatively, you may choose to move to a different organization where you can take on a more senior role. One of the most common challenges is keeping up with the latest technology updates and advancements.

51.1% of help desk engineers graduate with a bachelor’s degree, and 6.3% of people in this position earn a master’s degree. While most help desk engineers have a college degree, it’s possible to be successful as a help desk engineer with only a high school degree. In fact, our research shows that one out of every six help desk engineers were not college graduates. Google has two Professional Certificates designed to help beginners learn more about the IT field and gain the necessary skills to enter a related profession, like service desk analyst.

Help Desk Engineer career paths

They can also learn how to use technology to communicate with customers in new ways, such as through social media or chatbots. Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs. Service desk engineers will be needed to provide support for the vendors providing these services. Another challenge faced by Desktop Engineers is managing a large volume of tickets and requests from end-users.

Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498. Help desk engineers and desk support technicians both require similar skills like «troubleshoot,» «help-desk support,» and «technical support» to carry out their responsibilities. According to Lightcast, the annual average salary in the US for this role is $57,657 [2]. They allow businesses to track and identify issues and resolve underlying problems. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.

Interview candidates

The role of a desktop engineer is a critical component of any organization’s IT infrastructure. If you are considering a career as a desktop engineer, you can look forward to a challenging and rewarding role that is essential to the success of any modern organization. While similarities exist, there are also some differences between help desk engineers and desktop support specialist.

Desktop engineers are also responsible for providing end-user support for desktop systems. This includes providing basic training and support for end-users, as well as responding to escalated support requests from IT help desk teams. Desktops need to be upgraded periodically to stay current with the latest features and security updates.

Systems Engineer

If you’d like more information about IT help desks for your business, get in touch today. For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship. Service desk engineers can take advantage of this trend by becoming familiar with the latest technology and how to use it effectively.

help desk engineer roles and responsibilities

At [CompanyX], we’re constantly striving to provide the best possible customer experience. To do this, we need a team of IT professionals who are passionate about helping others and solving problems. We’re looking for a service desk engineer to join our team and provide level 1 support to our customers. The ideal candidate will have excellent customer service skills, as well as experience troubleshooting hardware, software, and networking issues.

Of course, the more the tiers, the greater the challenge of providing a coordinated response. This often results in a degraded customer experience due to multiple handovers and challenges in status tracking. Some service desks have specialized functions which limit routing and reduce response time. Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user.

help desk engineer roles and responsibilities

For entry-level service desk work, you’ll need to understand basic computer functionality and a beginner’s understanding of your company’s services. Many companies hire entry-level employees without requiring a college or advance degree, and they’ll train you on the job. Help desk engineers get to interact with diverse individuals and address their technical concerns on a daily basis. This allows them to experience the gratification of resolving intricate issues and assisting others in resuming their work.

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