Computer Help Desk Operator

Also known as:

Helpline Operator, Computers
IT Helpline Operator
Computer Helpline Operator

Introduction

Computer help desk operators deal with phone calls and emails from people who are having problems with computer hardware or software. They find out what the problem is and then try to find a solution for the caller. They work for manufacturers of hardware and software, Internet service providers and large organisations whose staff use computers in their work.

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Work Activities

Computer help desk operators help people overcome problems they may have with computer hardware or software. Such problems could be with the computer itself, the network or one or more specific applications. These could include:
• accounting programs
• databases
• spreadsheets
• word processing programs
• desktop publishing programs
• computer-aided design (CAD) programs
• Internet-related software.

Computer help desk operators must have an in-depth knowledge of the machines and/or applications which enquirers are using. They normally gain this through on-the-job and off-the-job training, plus in many cases, personal experience of working with the applications concerned. They may start their careers dealing with routine problems, often working from a script.

Help desk operators work on help desks, taking telephone enquiries from users while wearing hands-free headsets. They may also deal with email enquiries. They must first find out what problems the user is having, try to work out the cause, and then talk the user through the steps needed to solve the problems.

Help desk operators may use automated diagnostic programs to solve network problems. If the problem cannot be fixed remotely they may have to arrange for a technician to visit the caller.

In some cases, problems may be due to mistakes made by the user. In other cases they may be caused by a fault in the user's computer or the software. Where there seems to be a fault, operators may have to advise users to return the item to the supplier for a repair or refund.

Help desk operators have to record each call describing the problem and the solution. They may use specialist software to produce these reports.

Computer help desk operators work for a variety of institutions, including computer manufacturers/retailers, Internet access providers and software suppliers. They are also employed by some large organisations to provide help for staff who have to use computers in the course of their work.

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Personal Qualities and Skills

As a computer help desk operator, you will need a strong interest in IT and a good knowledge of the relevant hardware applications, software, networks and systems. Training will normally be provided. You must have a logical, methodical approach, as identifying the cause of a problem sometimes requires a certain amount of detective work.

Good communication skills and patience are important. You will need a polite, calm and clear telephone manner. You need to be able to explain solutions to clients who do not have a technical background. You must be able to talk to callers who may be upset and perhaps aggressive because their computers are not working properly.

You must keep your knowledge of hardware and software up-to-date.

You need to keep accurate records of calls and be able to work under pressure when the helpdesk is busy.

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Pay and Opportunities

Salaries for computer help desk operators vary depending on the size and type of company they work for, and the level of technical competence required for the job.

The pay rates given below are approximate.

Help desk operators earn in the range of £15,000 - £18,000 a year, rising to £20,000 - £27,500. Higher earners can make around £33,000 a year.

Salaries may include performance-related pay, profit sharing or company bonuses.

Computer help desk operators work a basic 35-hour week, Monday to Friday. Depending on the company you work for, early starts, late finishes, weekend work and shift work may be required.

Employers throughout the UK include computer manufacturers, software suppliers and Internet service providers.

Firms in industry and commerce, including banks, building societies and insurance companies, as well as those in the public sector, such as local and central government departments, the National Health Service (NHS) and public utilities, also employ computer help desk operators.

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Adult Opportunities

It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have skills in computer sales, customer service or telesales.

Relevant certified technical IT qualifications can be an advantage.

You may be able to take a Modern Apprenticeship, leading to SVQ levels 2/3.

• 10% of people in occupations such as computer help desk operator work part time
• 22% have flexible hours.
• 5% of employees work on a temporary basis.

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