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.

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

Help desk Technician Tier 1, 2, 3