What is Helpdesk? What do they do?
Helpdesk is a department or person that provides assistance and information usually for electronic or computer issues. Large helpdesk have a person or team responsible for managing the incoming request, called "issues"; they are commonly called queue managers or queue supervisors. Helpdesk will sometimes handle incoming calls through a call center. Some helpdesk roles might include hardware break and fix or troubleshoot software issues on a pc.
Not All Helpdesk Roles Are Created Equal?
Keep in mind that helpdesk might have limited access to certain software like active directory or office 365. Depending on the company. You might have access to Azure, Aws, VMware, SCCM, Ivanti, software deployment, MDM (mobile device management), networking voip like cisco/avaya/mitel, and other products. You may also encounter jobs asking for skills like Microsoft Entra, Intune, or even Microsoft Security using Defender.
What's The Average Salary For Helpdesk?
Starting salary for helpdesk can be anywhere between 30k to 60k. Helpdesk has different tiers of support and can sometimes pay more depending on the industry. Average salary for someone who works in tier 2 can be anywhere from 50k to 70k sometimes more. It depends where you live and what you know. Senior titles can be Tier 2 Support, Desktop Support, Service Desk, Technical Support Specialist, or Senior Helpdesk.
Getting Started!
Understanding Fundamentals
Understanding computer hardware and software.