Service Desk Engineer

Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs. Service desk engineers will be needed to provide support for the vendors providing these services. IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Excellent verbal communication skills are also important, as well as analytical thinking skills.

help desk engineer roles and responsibilities

Collaboration helps them deliver value and shouldn’t be underestimated. To become more patient, remember that your end users are not as technically skilled as you are. The quickest way to become more empathetic is to develop your active listening skills. When you are actively listening, you should be able to repeat back what was just said. Let’s take a look at this role so you can understand it, whether you’re applying to be one or you’re hiring for your business.

Professional development

You want each agent to have extensive hard and soft skills to resolve employee and customer issues. This popular training course teaches mastery of customer support fundamentals and helpdesk tools. Offered by Axelos, it helps your support agents understand and perfect ITIL best practices. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.

The difference in salaries amounts to information engineers earning a $52,559 higher average salary than help desk engineers. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues.

Service Desk Engineer Job Requirements

Also, keep in mind that some people must wait a long time to talk with you. Understandably, they may have a short temper when help desk engineer they finally reach you. To calm them down and earn their trust and confidence, you’ll need to adopt a patient attitude.

  • This online course emphasizes the customer service aspect of helpdesk support.
  • They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
  • They maintain documentation of existing activities through weekly/monthly status reports and incident reports and records.

This often results in a degraded customer experience due to multiple handovers and challenges in status tracking. Some service desks have specialized functions which limit routing and reduce response time. Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user. Swarming, which promotes teamwork over level-by-level escalation, encourages the initial point of contact seeing the issue through to resolution.


Formerly the managing editor of BMC Blogs, you can reach her on LinkedIn or at We’d love to show you how the Capacity platform can boost revenue, increase productivity, and ensure compliance. Systems and network administrators oversee the daily operations of an organization’s computer systems. They manage intranets, local area networks (LANs), and wide area networks (WANs).

  • Information engineers typically earn higher educational levels compared to help desk engineers.
  • Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved.
  • Understandably, they may have a short temper when they finally reach you.