Helpdesk professionals offer first-line support to clients who are having problems with their IT hardware and software.

They work with the client to identify the fault and offer solutions to rectify the problem. In some cases, helpdesk professionals can refer the client to a second tier of support if initial problems cannot be resolved. They offer help over the phone, by email and increasingly, via online diagnostic and repair tools that the client logs in to.

Helpdesk professionals may work for a software or equipment supplier as part of their after-sales service, for instance a home PC manufacturer; or they may work for an organisation specialising in IT maintenance and support for commercial clients, for example, supporting a retail chain's computerised till network. In a large institution, such as a university, they may be part of an in-house support team.

Helpdesk professionals work on a computer, using specific helpdesk software, which allows them to:

• communicate with clients directly (and vice versa)
• log calls/contacts made
• run reports on common trends
• track work in progress.

Helpdesk professionals also update knowledge databases, which clients can access remotely to try and resolve issues without the need for further support.

If first or second line staff cannot fix a particular problem, they can make arrangements to call out a field engineer or to send the faulty equipment/software for repair.

Hours and Environment

Helpdesk professionals work 37 to 40 hours a week, but the pattern of work varies between employers and often involve shifts, including evenings and weekends.

The work is office-based on a PC. Some travel may be involved if working for a company with users on different sites.

Skills and Interests

As a helpdesk professional, you should:

• have an in-depth knowledge of the systems and software that clients use
• have excellent communication and customer care skills
• be able to explain solutions clearly in technical and non-technical terms 
• have excellent analytical skills and be well organised
• have excellent IT skills
• be able to keep accurate administrative records
• be willing to update your skills and knowledge as new developments are introduced.

Entry

It is possible to enter as a trainee although you can enhance your prospects if you have some experience or knowledge of computing. The qualifications below offer a good grounding in the technical aspects of the job. These are widely available at local colleges:

• NCFE Certificate for IT Practitioners (General) Level 2
• BTEC (Edexcel) National Certificate/Diploma IT Practitioners (ICT Systems Support)
• City & Guilds (E-Quals) IT Practitioners Certificate at Level 1 and Diploma (7262) at Level 2; IT Practitioners Advanced Diploma (7262) Level 3; and Higher Professional Diploma for IT Practitioners (ICT Systems Support) Level 4
• OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support) levels 2 and 3; and Higher Level award IT Professionals (ICT Systems Support) Level 4.

Note: Companies value good customer care skills as well as technical knowledge, so experience in a customer-facing role can be very useful.

BTEC (Edexcel) HNC/HND awards or a degree qualification can also be used as entry. Typical courses include:

• computing
• computer studies
• computer science.

Some companies offer graduate apprenticeship schemes to train specialists to higher level qualifications.

If you are between 16 and 24, you may be able to enter through an information technology apprenticeship. You will need four GCSEs (A-C)/S grades (1-3), including maths and science or technology, or equivalent. For more details see Training section.

For information about careers and qualifications in IT, see the e-skills UK and British Computer Society websites in Further Information.

Training

The majority of training is on the job with short intensive courses (in-house or external) covering the type of software, systems and procedures used by the company.

There are a variety of awards available for those working in the sector:

• NVQ IT Practitioners levels 1 and 2
• NVQ IT Professionals levels 3 and 4
• NVQ Communication Technologies Professionals levels 2 to 4
• SVQ IT Practitioners levels 1 to 5.

The Help Desk Institute (HDI) also offers a series of industry-recognised qualifications for people working in the sector. Courses include:

• Customer Support Specialist (CSS) for new entrants
• Help Desk Analyst (HDA) for professionals with 9-18 months' experience
• Help Desk Senior Analyst (HDSA) for team leaders with 18-24 months' experience
• Help Desk Manager (HDM) for those with 3-5 years' experience.

The HDI has an e-learning programme, offering online courses in support issues. For further details about HDI training and qualifications, see their website in Further Information.

Apprenticeships may be available for those under the age of 24. In England these are currently Apprenticeships (level 2) and Advanced Apprenticeships (level 3). To find out more about these, visit www.apprenticeships.org.uk

Apprenticeships may be different in other areas. For further information see Scotland , Wales and Northern Ireland

Opportunities

With experience and training, helpdesk professionals can progress to more senior positions within their organisation, such as team leader, section leader or departmental manager. They may also use the work as a stepping stone towards other IT work, such as programming or systems administration. There are also opportunities for working in IT training.

Annual Income

Figures are intended as a guideline only.

Starting salaries range from £13,000 to £16,000.
With experience, this rises to between £18,000 and £22,000.
Helpdesk professionals with managerial responsibilities can earn around £25,000.

Further information

1 Castle Lane
London
SW1E 6DR 21 High Street
Orpington
Kent
BR6 6BG
Tel: 01689 889100 1 Sanford Street
Swindon
Wiltshire
SN1 1HJ