Help Desk Representative

What You Do

Similar to the customer support representative, users call you when they are having problems with their computer hardware and software. The difference between the two jobs is that as a technical support representative you have direct personal contact with the user.

As a technical support representative, you are a trouble-shooter and a jack of all trades. You are the person who makes a user’s hardware and software systems do what they are supposed to do.

At times, you will be resolving problems dealing with software and hardware operating or network difficulties. At other times, the problems could deal with a user’s setup, installation, configuration, etc. and can involve training users on the system.

What You Do

Similar to the customer support representative, users call you when they are having problems with their computer hardware and software. The difference between the two jobs is that as a technical support representative you have direct personal contact with the user.

As a technical support representative, you are a trouble-shooter and a jack of all trades. You are the person who makes a user’s hardware and software systems do what they are supposed to do.

At times, you will be resolving problems dealing with software and hardware operating or network difficulties. At other times, the problems could deal with a user’s setup, installation, configuration, etc. and can involve training users on the system.

Who You Do It For

As a technical support, you will work either within an organization in a troubleshooting unit, or in a small to medium size business which specializes in helping people with their:

• computer systems,
• software applications, and
• services.

Challenges

Some of the greatest challenges you will have as a technical support representative will not deal with the technology, but with the users not knowing how to use information technology (IT). To assist your users effectively, you will need to have excellent communication skills and be able to explain solutions in plain English.

Although most of your encounters with users will be pleasant, there is the potential for user frustration and rage. Keep in mind that many users will only seek your assistance after having tried unsuccessfully to solve their problems themselves. So, expect to encounter some frustration on their part.

You will also be expected to keep pace with the changing technology and thoroughly understand how systems operate.

Working Conditions

Technical support representatives usually work in comfortable offices and computer rooms. However, much of their work is completed at their clients’ work places or work stations. Technical support representatives work a regular 40-hour week, and they may need to work overtime or be on-call when there are deadlines.

Like other workers who spend their time in front of a computer terminal, technical support representatives are susceptible to eyestrain, back discomfort and hand and wrist problems.

Growth in the number of technical support representatives is likely to remain unchanged in the next five years.