Technical and Accounts Services – Most Common Types of Help Desk Support

The help desk support – desktop network team is a second level support that handles installation of network software, hardware and maintenance of infrastructure such as switches, servers, firewalls and back-up systems. Network engineers are the backbone of the company’s computer infrastructure since they update the computer network and fix issue once they arise. They are also the ones responsible for network services such as file sharing, email and security. To be a help desk support desktop network engineer, keep in mind these simple steps:

Step One: Be academically prepared by studying a computer-related course in college. You can take Computer Science, Computer Engineering, Information Technology or any computer / IT degrees.

Step Two: Be a student volunteer. Get a job that handles simple networking setups on your school like at the library, research center or computer laboratory. If there is no vacant slot available, you can also apply as an intern on various computer consulting firms.

Step Three: Maximize your available resources. Learn to differentiate the different operating systems and know how to use them. Read books and apply what you have learned to be more confident in handling networking issues.

Step Four: Join networking seminars and computer clubs to get updates and become an expert on the field on networking. Do some researches once in a while and share it the group so that exchanging of ideas and information will be free flowing.

Step Five: Work on your communication skills by taking grammar or speech lessons. As a network engineer, you will be interacting with people who are not as tech savvy as you are. Make them realize what you are trying to say by using simple words that can be easily understood.

The call center business is one of the fastest growing industries nowadays. With the great demand for customer service centers to support help desk operations, the hype has reached outside of the US, reaching the other side of the globe including countries such as the Philippines, Singapore and India. Help desk support is mostly done through phone call interactions, wherein companies usually allot a toll free number that customers can use when seeking help. Online support (also referred to as e-support) is also IN at this time. Customers can either send an email or interact with an agent though live chat.  E-support is also considered cost effective than phone support and is easier to establish and maintain.

Help desk support comes in a lot of different types, the most common of which is technical support service. Customers or subscribers of various companies (usually IT-based) can get in touch with an agent that belongs to a team that is dedicated in answering technical questions and giving troubleshooting steps to resolve issues. Malfunctioning computers, error messages, cannot get online and system issues are some of the common concerns that technical help desk agents get almost every day. Extensive training is also needed in ensuring that technical specialists are armed with all technical expertise to better serve customers.

Another type of help desk support is account services. In here, customer service agents get billing and sales inquiries, subscriptions and cancellations, contact information updates and other account related concerns. Usually, these apply to credit card companies and internet service providers (ISPs). Some agents even entertain both technical and accounts support, depending on the demands of the business.

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