As a technical support/helpdesk employee, we’ll be monitoring and maintaining the computer systems and networks within an organisation in a technical support role. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, we’ll be the first person employees will come to.
Tasks can include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.
Most importantly, as businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them, our technical support is vital to the ongoing operational efficiency of the company.
As technical support, we may also be known as a helpdesk operator, technician or maintenance engineer.
We could work for software or equipment suppliers providing after-sales support or companies that specialise in providing IT maintenance and support. Alternatively we may work in house, supporting the rest of the business with their ongoing IT requirements.
Some tasks we may be involved in include:
• Working with customers/employees to identify computer problems and advising on the solution
• Logging and keeping records of customer/employee queries
• Analysing call logs so we can spot common trends and underlying problems
• Updating self-help documents so customers/employees can try to fix problems themselves
• Working with field engineers to visit customers/employees if the problem is more serious
• Testing and fixing faulty equipment