A help desk personnel is a vital part of the front line that interacts with the users of a DP system. When a user has a question, a complaint or a comment, he/she usually contacts the help desk of a DP system.
Help desk employees are typically trained to a certain level. A help desk personnel typically can perform the following tasks:
Although technical expertise and knowledge are somewhat important for a help desk job, it is equally important to have the right “attitude” and mentality.
Because a help desk job does not require nearly the same amount of academic training, problem solving skills and other requirements, job applicant can come from all kinds of backgrounds. In other words, the resume requirements for a help desk job is quite low compared to most other jobs mentioned in this document.
Due to the lower job requirements, help desk jobs are very susceptible to out-sourcing and off-shoring. For the same reason, competition for these jobs is fierce, even though there is a relatively large demand.
Even though the Bureau of Labor Statistics anticipates an increasing demand or help desk personnel (support specialists), this demand can be easily offset by the previously mentioned off-shoring approach. Furthermore, automated user support systems are progressing rapidly, which will eliminate a large number of job positions. The question is not “if”, but “when”.
All said, help desk jobs are excellent opportunities to “get a foot in the door” because of the relatively low requirements. Nonetheless, it is important not to stay at a help desk job for too long.