Help Desk Careers

The helpdesk function started in the computer industry, with IT technical support personnel providing phone support to clients with computer and system problems. Help desk jobs are now found in many organizations who have wide networks of clients locally and globally. Industries such as telecommunications, finance, insurance, health care and education are now equipped with help desk facilities and personnel trained to handle customer inquiries regarding their company's products and services.

Today help desk plays a prominent role in customer satisfaction and retention. When a sale is completed, any further contact between the customer and the company is through the help desk. An efficient and knowledgeable help desk team will ensure customer satisfaction and reduce concerns about the company products and services.

Help desk careers now have broadened to include many jobs, from the help desk entry level jobs to the help desk manager jobs. The help desk manager supervises the help desk personnel and monitors the quality of their service and support to ensure that customer needs and performance standards are met.

Help desk jobs typically involve responding to customer inquiries and problems through the phone and emails. The problem or inquiry is documented and monitored to ensure appropriate follow-up within a reasonable time. They usually work under supervision and refer all decision-making to their immediate supervisor or manager.

Help desk technicians, help desk specialists or help desk analysts basically perform the same functions. Only their job titles vary, depending on the organization and the industry. They respond to phone calls and emails, and try to help the customer solve the problem on the spot by using analytical tools and knowledge bases.

The salary range for help desk jobs vary, depending on the industry, company and location as well as the position, years of experience and qualifications of the candidate. The salary of a typical help desk specialist can vary from USD 37,000 to USD 48,000. The average salary of a help desk technician is about USD 43,000. Help desk managers command an average annual salary of USD 66,000.