Job Description:

Also called Hardware Technician, IT Support Technician, User Support Specialist
In summary
Help Desk professionals are usually the first point of contact for either external clients or internal customers who require help with problems or queries regarding technical issues.
A help desk professional may

• provide support to end users either over the phone Internet or in person, and solve their computing problems in a timely manner
• monitor equipment for errors or stoppages and take remedial action
• troubleshoot difficult or unusual situations
• undertake back-up and recovery activities
• perform routine maintenance and cleaning of equipment
• document and review processes and procedures
• attend relevant product and skill courses

What learning areas and study is needed?

• Entry is generally through an AQF Diploma or higher qualification or at least three years relevant work experience
• A good understanding of PCs, operating systems, networking and applications

This career would appeal to people who

• are comfortable liaising with customers of varying expertise and seniority
• have excellent problem solving skills and the ability to make decisions independently
• can work well under pressure and can prioritise work
• have good communication and listening skills
• enjoy communicating with people with patience, energy and respect
• have the flexibility to work on a rotating shift and on-call
• have knowledge of operating systems, hardware operation, leading software, local and wide area networks

Remuneration and job prospects?
Salaries range from $37,000 to $48,000, depending on age and years experience. Job prospects are strong, although people tend to use the role as a stepping stone to their next career step.
Career Path:
Starting out
Help desk professionals start out responding user technical issues over the phone, the Internet or in person. They can progress to become a Help Desk supervisor or team leader.
Going towards
Help desk professionals can move on to more advanced technical roles, such as system or network administrator, application developer or database administrator. They may also go on to become IT trainers.