Help-desk Coordinator

Typically, as a help desk coordinator, you receive and respond to IT Support/Help Desk calls, provide technical problem identification and resolution, and escalate problems to the appropriate or next level of support as appropriate. The `help desk' support function is the realm of the help desk coordinator. The Help Desk provides a central point of contact for a wide range of technology related problems, questions, and concerns. It includes support via desktop, phone, and e-mail. As coordinator, it might also require some supervisory duties, with direct reports and management responsibilities.

Documenting problems and solutions as well as recording all activity and communications, regarding problem calls, are part of the daily tasks. Written communications skills to present technical or business information to both technical and non-technical audiences, are crucial for success in this role. Mostly this role is also responsible for classifying problem calls and documents and providing technical troubleshooting and solutions in a Problem Management System, to provide information for IT quality improvement and future solution assistance. Candidates within this role, will also be expected to perform various Help Desk operations and administrative tasks during non-telephone time.

Candidates with some exposure and ability, formal training in desktop and software application, experience in a large technical support, multi-operating system environment with multiple locations, might have a slight advantage as such considerations prove useful when entering into an established and/or `supervisory' position.

It will require an in-depth knowledge of PC operating systems like NT & XP, Windows, MS Office Suite, DOS, and peripheral hardware, including printers for example. General knowledge of mainframe, LAN/WAN technology and applications is very useful. Troubleshooting, customer service skills and excellent written and verbal communication skills to write, document and explain technical procedures, are all considered basic requirements for this position and functional role.

Job prospects should be best for college graduates, who are and remain current and up to date with the latest skills and technologies, particularly if they have supplemented formal education, with some relevant work experience.

Candidates will come from various industries and sectors and a range of large, medium, and small sized support centers, including serious career-professionals from both IT and customer service and technical support, who want to actively pursue employment and advancement opportunities in the `support' or end-user industry.

The Association of Computer Support Specialists, System Administrators Guild, National Workforce Center for Emerging Technologies, as well as Colleges in your area, various online and/or distance courses available, will all offer useful information regarding current training courses, options and costs entailed.

Home-based `call agent jobs'/IT and user support roles are also on the rise. Recent strides in virtual call center technology, answering services and web-based communications, allow operations to take place easily, across multiple locations and remotely. Staffing resources can be centralized, "work from home" employees, or both. Tools are available that could even allow individuals to operate call center outsourcing on a small scale, from their own home.

Whether you are an experienced customer service agent looking to make a career move, or starting from scratch, it helps to familiarize yourself with the latest tools and services available, before contacting potential call center employers, or committing oneself to home-based operations.

Opportunities might also abound for more independent tele-communications personnel or contactors, who work from home (not traditionally associated with the `internal' nature of the help desk function, for example - Answering Services, Call Center Outsourcing, Virtual Call Centers. HDI is the world's largest membership association for the service and support industry, http://www.helpdeskinst.com/ Their website also has interesting links for career professionals.

Employers will continue to seek computer specialists who possess a strong background in fundamental computer skills, combined with good interpersonal and communication skills. Due to the rapid growth in demand for computer support specialists and systems administrators, those who have strong computer skills, but who do not have a bachelor's degree, should continue to qualify for some entry-level positions. However, certifications and practical experience are essential for persons without degrees. The help desk analyst is the backbone of the support center. Analysts that deliver excellent service and support and demonstrate an understanding of overall organizational goals, will help to ensure the support operation's success within the organization. There are certification programs available.

Click here to see the full career article library.

We Have Experience Writing Winning Resumes In Your Career

Make Employers Chase You, With an Irresistible Resume and Cover Letter in Just 24-48 Hours by a Certified Resume Writer

Call Or E-mail Now To Start. You Will Be Delighted With The Results.

Professional-Resumes.com