Support
professionals are hired to work in service providers, technical support
companies or directly to manufacturers. Most of your work involves
answering phone calls or answering emails from struggling customers.
The
first step in customer service is to be able to determine the problem . As
part of the solution process, help desk support professionals will be asked to
question customers several times until they have enough data to diagnose all
problems. This usually requires the ability to read and understand complex
manuals, specific terminology and then explain this information to customers in
a simpler way (which is often a problem).
This Help Desk professional is usually obliged
to document each interaction with
the customer by creating a record and providing a knowledge base for other professionals
who may take similar cases. These professionals usually work in a
staggered system where the first level support does the first service and
manages simpler cases and the second level support takes care of the most
advanced issues.
There
is also the possibility to work and perform diagnostics on site ,
or install new software and hardware on the client. They may also need to
contact a supplier to order parts for certain machines and thus meet a
customer's needs.
it help desk jobs entry level Wages in IT Industry:
This number is based on a variation that goes
from R $ 988 to R $ 2,059. But the majority of responses were within the
range between R $ 1,200 and R $ 1,400.
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