Help Desk Operator

ONO No: 313102
 

What is a Help Desk Operator? 

A Help Desk Operator can also be called a Help Desk Administrator or Help Desk Specialist. 

Most companies who have a computer mainframe – have a Help Desk Operator.  Traditionally, a Help Desk Operator works as a member of the company’s technical support team, providing technical assistance to computer users over the phone or via instant messaging or email.

Customers or employees of a company or organisation will contact the Help Desk Operator when something technical goes wrong.  They are the first point of call.  They do not fix the problem physically but try and assist over the phone.  If they cannot assist they would put the right technical repair person on the job.

Help Desk Operators work in different fields, for example:

  • IT Support
  • Financial Support
  • HR Support

What does a Help Desk Operator do?

  • answering the phone
  • trouble shooting
  • reading technical manuals
  • talking to clients or staff members with technical problems
  • assisting over the phone
  • co-ordinating the right technical people to fix problem
  • issuing reference numbers
  • keeping records
  • keeping up to date with technical issues and equipment

Are you … ?

  • good with people?
  • calm under pressure?
  • a good communicator?
  • good with computers?
  • technical?
  • polite?

How do I become a Help Desk Operator?

A background or tertiary education in IT is important.  You can do a computer course/diploma/degree at most institutions of higher learning.

Contact your local institution for more details. 

Go to link below to find an accredited institution near you.

https://careerplanet.co.za/get_skills

 

OTHER CAREERS TO CONSIDER:  Mobile Phone Technician or Analyst Programmer  

Is becoming a Help Desk Operator the right career choice for me?

See below for more info.