Help desk Technician Tier 1, 2, 3

Help desk Technician

Help desk technician plays an important role in delivering technical support to IT users. For the smooth running of any IT department, help desk technicians play a major role. They provide services both to customers and clients. They play different role i.e. ranges
from maintaining technologies as well as providing IT support to identifying solutions and problem-solving.

All help desk Technician will have excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. They have expertise in customer services.

All helpdesk staff have a strong technical understanding of the various hardware, software and networking systems being supported.

IT Speciality

Tier 1 helpdesk

Two years of work experience and basic understanding of how to troubleshoot user issues.

Typical Duties

  • Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems

  • Recognizing and escalating more difficult problems to Tier 2 support

  • Logging call activity

Tier 2 helpdesk

Two to four years of work experience and ability to diagnose and remediate more complex user and system issues.

Typical Duties

  • Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1

  • Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation

Tier 3 helpdesk

Four or more years of help desk experience, a bachelor’s degree in computer science or a related field, and/or professional certifications such as the Microsoft Certified Systems Engineer (MCSE) designation.

Typical duties

  • Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve

  • Analyzing and identifying trends in issue reporting and devising preventive solutions

  • Mentoring other help desk technician on hardware and software problem analysis and resolution