The position of helpdesk operator involves technical advice on company products as well as troubleshooting and problem-solving. Advice by phone or email is given, with the IT sector hosting most of the jobs in this field. The ability to diagnose and resolve problems with both hardware and software is coupled with good spoken English and the ability to explain technical issues in non-tech language. Administration tasks include logging all communications, redirecting callers to other departments and staying current with all product developments.
Key competencies are a full technical understanding of the product and a commitment to good customer service. Adaptability, stress management and analytic skills as well as attention to organising and detail are all requirements. For applicants, related experience and a good working knowledge of the product are essential, with at least GCSE qualifications in IT generally accepted as necessary. As with call centres in general, shift work is usual in the sector.
Salaries range from £17,500 to £30,000, with the average salary lower in provincial cities than in London. Many IT helpdesk facilites are located in Scotland and Northern Ireland.