We calculated that 13% of Help Desk Specialists are proficient in Customer Service, Troubleshoot, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
We break down the percentage of Help Desk Specialists that have these skills listed on their resume here:
- Customer Service, 13%
Identify opportunity for process improvements targeting improved customer service and organizational efficiency
- Troubleshoot, 8%
Conducted day-to-day operations, implemented, troubleshoot optimized, maintained and ensured operational integrity and availability of customer's networks.
- Technical Support, 6%
Provide exceptional local/phone/remote technical support while troubleshooting and fixing any software/hardware problems to desktop and network issues.
- Desk Support, 6%
Supplied computer help desk support via telephone communications to approximately 200 end users daily.
- Phone Calls, 5%
Answered telephone calls to assist computer users encountering problems and user inquiries regarding computer software or hardware operation to resolve issues.
- Client Facing, 4%
Analyze trends of issues, and posting urgent notifications to client facing products.
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Some of the skills we found on help desk specialist resumes included "customer service," "troubleshoot," and "technical support." We have detailed the most important help desk specialist responsibilities below. Customer-service skills can be considered to be the most important personality trait for a help desk specialist to have. According to a help desk specialist resume, "computer support specialists must be patient and sympathetic" help desk specialists are able to use customer-service skills in the following example we gathered from a resume: "provided excellent customer support and time management skills to refresh computers without disrupting normal day-to-day operations. " While it may not be the most important skill, we found that many help desk specialist duties rely on listening skills. This example from a help desk specialist explains why: "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." This resume example is just one of many ways help desk specialists are able to utilize listening skills: "earned 100% marks in all categories (communication/listening skills, problem resolution and politeness). " Speaking skills is also an important skill for help desk specialists to have. This example of how help desk specialists use this skill comes from a help desk specialist resume, "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "addressed email and phone calls as requested by crew members in a timely manner to ensure minimal delays. " A help desk specialist responsibilities sometimes require "writing skills." The responsibilities that rely on this skills are shown by this resume excerpt: "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This resume example shows how this skill is used by help desk specialists: "provided onsite technical support for 400+ claims and underwriting employees for all general and computer/network issues and industry-specific software applications. " Yet another important skill that a help desk specialist must demonstrate is "problem-solving skills." Support workers must identify both simple and complex computer problems, analyze them, and solve them. This is clearly demonstrated in this example from a help desk specialist who stated: "troubleshooted and resolved hardware issues escalated from customer support department. "
See the full list of help desk specialist skills.
We've found that 48.2% of help desk specialists have earned a bachelor's degree. Furthermore, 4.7% earned their master's degrees before becoming a help desk specialist. While it's true that most help desk specialists have a college degree, it's generally possible to become one with only a high school degree. In fact, one out of every five help desk specialists did not spend the extra money to attend college.
Those help desk specialists who do attend college, typically earn either a computer science degree or a computer information systems degree. Less commonly earned degrees for help desk specialists include a business degree or a information technology degree.
Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a help desk specialist. We've found that most help desk specialist resumes include experience from NSC Global, Thomas, and Reed Smith. Of recent, NSC Global had 66 positions open for help desk specialists. Meanwhile, there are 31 job openings at Thomas and 22 at Reed Smith.
Since salary is important to some help desk specialists, it's good to note that they are figured to earn the highest salaries at Schulte Roth & Zabel, ServiceNow, and Instinet Incorporated. If you were to take a closer look at Schulte Roth & Zabel, you'd find that the average help desk specialist salary is $125,341. Then at ServiceNow, help desk specialists receive an average salary of $104,795, while the salary at Instinet Incorporated is $95,324.
View more details on help desk specialist salaries across the United States.
Some other companies you might be interested in as a help desk specialist include IBM, TEKsystems, and Robert Half. These three companies were found to hire the most help desk specialists from the top 100 U.S. educational institutions.