Help Desk VS Tech Support Whats the Difference?

Once you’ve got that under your belt, you’ll be on your way to becoming a systems engineer. A really important aspect of being a systems engineer is having the communication skills necessary. The hardest part of your job will be “dumbing” down technology terms so that people can understand what’s going on with the I.T. If you’re looking for a job that has a lot of job opportunities tied to it, look no further. Systems engineers are in full demand from all sorts of companies across multiple industries. Everyone needs an “I.T.” person in their midst because it’s no secret that very few actually know how to use technology.

Even though most help desk engineers have a college degree, it’s possible to become one with only a high school degree or GED. Field Engineer is a unified digital platform that can help you anytime and anywhere. It will help you showcase your skills to the telecommunication industry from anywhere in the world. As per Payscale salary estimates, Service Desk Analysts in the United States earn on average $45,470 per year.

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Let’s look at the service desk support analyst role, including typical responsibilities. Organizations regularly invest in providing superior service desk support. To this end, provides a robust platform that can help organizations achieve their goals relating to telecommunications and related services.

help desk engineer vs analyst

We will need a CPU, an operating system, minimum memory storage, a display/monitor to work on, and a network adaptor to configure a basic desktop. It is my responsibility to make sure the person seeking assistance is satisfied with the service provided. Troubleshoot network connectivity issues, working with remote employees on a corporate network. Focus IT have the pleasure of working with this WELL established IT Solutions Company.

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DHCP means a network server that provides and assigns IP addresses on its own and does the same with default gateways, and other network parameters to concerned devices. It depends on the standard protocol, known as Dynamic Host Configuration Protocol or DHCP, to respond to broadcast queries by clients. The best thing here to do is to repeat the question and see if the person understands you. If they don’t understand, I will transfer my call to another assistant who can help them with their issue. IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem.

Is support engineer the same as help desk?

While working the help desk requires little to no knowledge of technology, tech support requires extensive knowledge. Truly the backbone of the office support team, tech support tends to have more variety in their job, handling different issues every day, depending on the needs demonstrated within the office.

All support must be performed with minimal business impact on the customer and within agrees service levels. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user help desk engineer and your company. We analyzed thousands of career transitions in your industry and identified the highest value skills to build as a Help Desk Technician. Building these skills will set you up for the most number of the above careers. We analyzed thousands of career transitions in your industry and identified the highest value skills to build as a Service Desk Analyst.

Alternative Careers and Related Jobs For a Help Desk Technician

In my experience, a Technician would be the first line to go replace a mouse for a user if it died, whereas the Analyst would answer the call and put the ticket in, then assign it to said Technician. But you could still be a senior network engineer and be responsible for replacing mice, depending on the size of the company / department. Customer support executives must always ask customers what is it that they need help with, what they can do to help, and what the customers want from them.

  • A desktop support team is made up of specialized technicians who directly access a phone, computer, tablet, or other device in order to resolve issues.
  • Uses experience to address user problems and interrogates database for potential solutions.
  • They are both needed to ensure that a company’s customer support service runs seamlessly.
  • For example, relatively simple IT problems such as password resets, application support, software updates or server backups can all be resolved via a help desk.
  • The main difference between the two is that tech support issues are often more complicated than help desk issues.
  • Some service desks have specialized functions which limit routing and reduce response time.

A help desk is designed to take a holistic and general approach to solve customer problems. Hence, help desk staff must have a broad knowledge about all product/service-related matters, without necessarily having in-depth technical knowledge about their functioning. The main difference between the two is that tech support issues are often more complicated than help desk issues.

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