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Hybrid position working 2 days per week in office based in Handforth, after initial training period. Intelligent Resource is committed to barrier-free and inclusive recruitment. A service desk analyst liaises between customers or staff and technical support services. You respond to IT support requests to resolve hardware and software issues.
The expected salary for an IT support analyst varies as you become more experienced. What your agents need to understand, though, is that your customers come from a very different background or orientation. They help desk engineer should possess the competence to speak to customers with tact and clarity, and listen to them with patience. They need to approach different customers with the level and style of communication as called for.
what are the requirements for a help desk analyst?
Enterprise service desksVery large organizations, or enterprises, tend to have more complicated needs. Unlike smaller businesses, enterprises will generally need guidance and support from the software vendor to ensure the service desk is implemented correctly. Because of these needs, and others, most service desk software sellers provide an enterprise version of their service desk. Different service desks expand upon the basic ticketing system in a variety of ways, with automations, analytics software, knowledge bases, and more. Service desks also vary in terms of the channels and mediums of communication they offer; some are solely email-based while others incorporate live chat, voice calls, social media, and more.
- This will include process refinements, additional support tools and promotion of best practice.
- Additionally, we promote a relaxed, fun work life to ensure all of us enjoy what we do on a daily basis.
- Not only does the knowledge base help users find the information they need without waiting for an agent, but it also reduces the workload on your agents which allows them to deal with more complex issues.
- You can understand and identify problems, analysing and helping to identify the appropriate solution.
- However, I usually have things that I have to deal with that I cannot plan for.
The best way to start in IT support in the UK is to complete a qualification. Whether it’s a support technician course, or a more complete diploma, or even a university degree; there are a huge number of ways that you can get started. You don’t need to specialise in maths, science or IT to get into IT careers as a graduate. You can often learn on the job, or apply for IT graduate schemes that train you. IT apprenticeships and IT degree apprenticeships would also be a good fit for your experience and skills. On average, IT support staff earn between £16,000-£50,000 depending on the location and employer. However, with time, experience, training and promotion you can earn up to £60,000 or more if you start specialising in digital databases, software development or web development.
What are the different types of IT support?
Are you thinking of becoming a Helpdesk Technician or already started your career and planning the next step? Learn how to become a Helpdesk Technician, what skills you need to succeed, how to advance your career and get promoted, and what levels of pay to expect at each step on your career path. Explore new Helpdesk Technician job openings and options for career transitions into related roles.
You’ll need to contact ServiceNow for a custom quote but PCMag notes that when they trialled the software, it cost $10,200 per license per year for the Express version. The code underlying the software is proprietary so there’s no customizing other than the customization options the software has coded in. Only developers of the software employed by the organization that sells the software can change the code. This isn’t as bad as it sounds, though, because APIs, 3rd-party app integrations, plugins, and SDKs make some closed-source customization possible. Fast, helpful, contextually relevant service means your organization runs more efficiently.
Related Levels
SolarWinds service desk software is delivered as a SaaS solution and works for any size company. Out of the box, it provides automations, asset management, remote access, ticketing, knowledge base management, and more. You start a 30-day free trial of SolarWinds and after that their pricing starts at $19 per month per technician. A career in IT support means that you’ll work with a variety of people to make sure that information systems work to their full capacity. You may work at a service desk or all over the workplace, depending on what the business needs.