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Helping you find a career as a Helpdesk professional

Helpdesk professionals work to solve various problems which occur with computers and software. Whether working within an IT department of a large company or acting as customer service in a computer shop, helpdesk professionals are the first point of contact when anything goes wrong.


What does a Helpdesk professional do?
The bulk of a helpdesk professional's day will revolve around helping solve computer problems, including a number of the following:
Ascertaining the problem

  • Explaining to the customer how to fix it

  • Arranging for engineers to visit the site if unable to fix remotely

  • Updating 'knowledge banks' with fixes for common problems

  • Recording all enquiries and customer contact

  • Identifying recurring problems and trends
What skills and interests should an Helpdesk professional have?
  • Problem solving

  • Accuracy

  • Attention to detail

  • Customer service

  • Verbal communication
What hours does a Helpdesk professional typically do?
The hours you'd work as a helpdesk professional entirely depend on the company that employs you. Although most people work between 37 and 40 hours a week, this can done across a 'normal' working week (Monday to Friday), or in shifts which include evenings and weekends.
What environment is a Helpdesk professional based in?
An office.
How much does a Helpdesk professional travel?
Although typically there is little travel, you may be expected to travel between different sites if employed by a large company.
How much does a Helpdesk professional get paid?
As an entry level helpdesk professional with no experience in the field you can expect to earn between [£15,000 and £18,000 a year, with some companies offering bonuses on top of this for good performance.

However, as you gain experience pay increases sharply and those who have worked in the field for two years or more can expect pay of between £20,000 and £25,000 a year.
What qualifications does a Helpdesk professional need?
For entry level jobs there are generally no official education requirements, although most employers ask for A-levels in a related subject.

For those already with a degree, again in any related subject, some companies offer graduate training schemes which can see your career, and salary, progress more quickly.
Useful subjects to study at school & university
IT
Physics
Maths
English
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