Getting your first Entry Level IT Help Desk Job (2024)

FAQs

Can you get a help desk job without experience? ›

Elevate your search for entry-level help desk jobs. Read on for company-specific insights and tips on enhancing your resume. Entry-level help desk jobs can be an excellent way to enter the tech industry without experience.

Tier 1 support is first line of support. This team is responsible for basic issues faced by the customers or users. It is synonymous with first-line support or level 1 support or tier-1 tech support denoting basic technical or non-technical support functions.

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).

In my experience, one of the best ways to get a job at a help desk is to get some computer certifications under your belt. Computer/technology certifications are a way to show that you have demonstrated certain technical proficiencies in different computer hardware and software areas.

Level 1 involves simple customer requests that require limited IT support, Level 2 escalates into more in-depth problems, and Level 3 utilizes subject matter experts that can figure out the toughest customer needs.

The most common important skills required by employers are Computer Science, Troubleshooting, Microsoft Windows, MS Office, Detail Oriented, Ticketing Systems and Collaboration.

Actually, they expect two things. They expect you to resolve their issue and they expect you to resolve it promptly. This means every time your agents answer a call, they are dealing with a caller who has two expectations of the call before a single word has been spoken.

Level 0 support is performed without the aid of a Help Desk technician. Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.

Is help desk a good career? ›

A job in tech support—typically referred to as a help desk technician, computer user support specialist or technical support specialist—is not only a solid way to earn a living in its own right but also a great stepping stone role for higher-level IT careers.

Tier 0 or Level 0 Support

This tier typically consists of self-service options, such as knowledge base articles, frequently asked questions (FAQs), and user manuals, that allow users to troubleshoot and resolve common issues on their own without requiring assistance from support agents.

Even short breaks throughout the day can significantly reduce stress levels and improve your overall well-being. Conclusion: Working at a service desk can be stressful, but by implementing these strategies, you can effectively manage stress and maintain a healthier work environment.

Help desks are more holistic, contain more features, and focus more on customer-centricity than service desks. Service desks, on the other hand, are much more solution-focused since they solely handle incident management. Service desks, by this definition, are just one of the features offered by help desks.

Most often, the purpose of a help desk is IT support, either to serve external customers or internal customers (employees) needing technical support. But some businesses broaden it to a more general term for a customer support, customer service, or customer advocacy team.

IT support and help desk services are in high demand in today's fast-paced digital landscape.