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Helpdesk professional
Hours
37-40 per week
Starting salary
£17,000 + per year
If you have excellent IT skills and enjoy helping people, this job could be ideal for you.
Helpdesk professionals offer support to computer users with any technical issues.
In this job you would need to have in-depth knowledge of computer systems and software. You would need to be a good problem solver. You would also need to be able to explain complex technical issues in a way that non-experts can understand.
You might be able to get into this job without any specific qualifications, if you have extensive knowledge and experience of the computer systems and software your clients use. However, there are qualifications in IT support, which could help you learn some of the skills you need. You may be able to get into this job through an Apprenticeship scheme.
WorkDesc
The work
As a helpdesk professional, you could work in a range of areas, for example, in the IT support department of a large company, or in after-sales service for customers of a computer manufacturer or retailer.
Your duties could include:
- working with customers to identify computer faults
- advising customers about how to correct problems
- logging calls and keeping records of previous customer contacts
- running reports on common trends to identify underlying problems
- tracking work in progress
- updating ‘knowledge banks’ that customers can view online to try and solve common problems themselves
- making arrangements to call out a field engineer to visit the customer if they are unable to fix the problem.
The bulk of your work would be done over the phone, by email and, increasingly, through web-based fault-finding programs. These programs can be used by customers online, or you can use them to fix their computer problems remotely.
HoursDesc
Hours
You would normally work 37 to 40 hours a week, but your pattern of work would vary between employers and may involve shifts, including evenings and weekends.
Your job would be office-based and you would spend most of your time at a computer. Your role could also involve some travel if the company you work for has users at different sites.
IncomeDesc
Income
Starting salaries range from £17,000 to £21,000 a year. With experience, this can rise to between £18,000 and £27,000. Professionals with managerial responsibilities can earn between £30,000 and £42,000 a year.
Figures are intended as a guideline only.
EntryRequirementsDesc
Entry requirements
You could become a trainee helpdesk professional without formal qualifications if you have a good enough working knowledge of computer systems and software. However, you could improve your chances of finding a job by taking a computer support qualification, such as:
- BTEC Level 3 Certificate, Subsidiary Diploma, Diplomas and Extended Diplomas in IT
- City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma
- OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support).
You can also get into this career with a BTEC HNC or HND in computing. With a degree, you may be offered a place on a graduate trainee scheme.
Companies value good customer care skills as well as technical knowledge, so any experience you have in customer service would be useful.
Alternatively, you could start work as an apprentice with an IT firm or as part of a technical support team in a larger company. To get on to an Apprenticeship, you would normally need four GCSEs (A-C), including maths and science.
The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. To find out more, visit the Apprenticeships website.
See the e-skills UK and British Computer Society websites for more details about IT careers and relevant qualifications.
TrainingAndDevelopmentDesc
Training and development
Most of your training would be on the job, with short intensive courses (in-house or external) covering the software, systems and procedures used by your company.
You could add to your existing qualifications by taking work-based awards, such as:
- NVQ IT Practitioners levels 1 and 2
- NVQ IT Professionals levels 3 and 4
- NVQ Communication Technologies Professionals levels 2 to 4
- City & Guilds Higher Professional Diploma for IT Practitioners (Systems Support) Level 4.
You could also take professional qualifications offered by the Service Desk Institute (SDI) or the British Computer society (BCS). See their websites for more information on the courses they offer.
SkillsAndKnowledgeDesc
Skills and knowledge
To be a helpdesk professional you should have:
- excellent IT skills
- an in-depth knowledge of the computer systems and software that your clients use
- excellent communication and customer care skills
- strong problem-solving skills
- the ability to explain technical solutions clearly
- good organisational skills
- the ability to keep accurate work records
- a commitment to continually update your skills and knowledge.
MoreInformationDesc
More information
Service Desk Institute 
www.sdi-e.com
e-skills UK
1 Castle Lane
London
SW1E 6DR
0207 963 8920
www.e-skills.com
British Computer Society
Block D
North Star House
North Star Avenue
Swindon
Wiltshire
SN2 1FA
www.bcs.org.uk
OpportunitiesDesc
Opportunities
You could find opportunities with software or equipment suppliers, IT maintenance companies, or colleges and universities.
With experience, you could progress to more senior positions, such as team leader, section leader or departmental manager. You could also use this job as a stepping stone into other areas of IT, for example network engineering, database administration, training or technical sales.
You may find the following useful for job vacancies and general reading (links open in new window):
Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.
We do not accept responsibility for the content of external sites.
LMIData
Related industry information
Industry summary
The IT industry includes people in IT companies, such as those offering IT services, technology‐orientated consulting, technology development, systems analysis, programming, systems testing and technology sales. It also includes IT professionals working in other sectors, such as people whose primary job role is IT orientated, which includes IT departments and IT support staff in companies. The IT industry together with Telecoms is represented by e‐skills UK Sector Skills Council.
A sector trend is the convergence of telecommunications, computing and networking and the move from hardware intensive to software intensive platforms. Embedded voice communications capability is already part of the internet, which also has to manage voice, data and video and location information.
The social, economic and market forces shaping UK IT skills are evolving as technology continues to progress from the back office to the board room. This is changing the market for IT skills, creating demand for both technology‐oriented business people and business‐oriented technologists – and blurring the lines between traditional business and IT disciplines.
Key facts:
- There is a total IT and Telecoms workforce of 1.5 million of which:
- 890,000 people are in IT and Telecoms products and services
- 600,000 IT and Telecoms professionals are working in organisations outside of the IT and Telecoms industries
- There are around 105,000 businesses in the UK offering IT and Telecoms products and services.
- IT‐intensive sectors represent 55% of the UK's total Gross Value Added.
- Less than 1% of those employed in IT and Telecoms occupations are under 18.
- 22% of companies who are trying to recruit IT and Telecoms professionals report difficulties in attracting applicants with the right skills.
- 58% of the workforce has a degree or higher education qualification.
- The IT industry is predicted to grow at a rate of 2.5% per year for the next ten years.
- There are 100,930 IT manufacturing and services establishments in the UK employing 600,000 people.
- The IT workforce accounts for 4% of the UK workforce.
Jobs in the IT industry include: Business analyst; Games developer; CAD/CAM Programmer/Trainer; IT trainer; Service technician; Software engineer/architect; Technology consultant; Web designer; Systems architect; Technical author.
National and regional data
Across the UK, there is an estimated IT and Telecoms workforce of 1.5 million who are predominately located in London and the South East. The IT workforce can be classified in IT manufacturing and IT services. The largest number of companies is located in:
- IT manufacturing
- South East
- London
- East of England
- IT services
- South East
- London
- East of England
Key regional facts:
- 39% of IT and Telecoms professionals are located in London and the South East
- the East of England has the third highest number of IT and Telecoms employees
- Northern Ireland, Wales and the North East combined comprise just 6% of the IT and Telecoms professionals
- 44% of all types of IT and Telecoms companies are located in London and the South East
- the highest median gross weekly earnings for IT and Telecoms staff are in London, the South East and the East of England, which are all above the UK median
[N.B. Data derived from Labour Force Survey (April‐June), 2009.]
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