Helpdesk Operator

Tasks & duties

Helpdesk operators may do some or all of the following:

• answer telephone calls from clients
• respond to requests received by email or in person
• identify and solve computer software and hardware problems on the telephone
• log clients into a computer network
• assist clients having difficulty using their computers
• analyse user problems and make suggestions for prevention of future problems
• refer to other technical support if necessary
• keep records of the problems computer users have

Skills & knowledge

Helpdesk operators need to have:

• an understanding of computer software packages and a broad understanding of computer and network hardware
• problem-solving and decision-making skills
• verbal and written communication skills for dealing with user queries

The type of product knowledge required will vary depending on the organisation a helpdesk operator works in, and the systems they support.

Entry requirements

To become a helpdesk operator you need to have knowledge of many software applications, and/or a tertiary qualification in a computer-related subject.

Secondary education

There are no specific secondary education requirements, although passes in maths, physics and English may be necessary to enter tertiary training.

Training on the job

Helpdesk operators gain skills on the job and may also attend training to keep up to date with developments in Information Technology (IT).

Useful experience

Useful experience includes work in customer service roles and using computer software packages.

For more information, please refer to Career Services.