IT technical support: all you need to know

Today, organizations increasingly depend on computers in all areas of their processes. Thus, customers and users need the IT staff to remain their servers and network infrastructure operational.

IT help desk is not just about turning computers ON and OFF, it is much more than that: this job requires a vast amount of technical expertise combined with a commitment to the job. The help desk professional is frequently the face of the IT staff and it is considered as the first line of support because whenever the users encounter a problem the help desk will be there for assistance.


However, when the staff can’t fully solve the problem, they need to provide assistance in such a way that leaves the customer pleased about the service received. So, successful help desk technicians require hard skills & soft skills. On one hand, they need to have technical knowledge and the capacity to troubleshoot problems – that are measurable abilities like setup and troubleshooting systems. On the other hand, they should have effective communication and customer service skills, in order to be able to communicate effectively with others.

Bear in mind that the average starting salaries can range from $18,000 to $20,000 and technical support managers can earn salaries of over $50,000.

PG qualification is not required for this work, but a Microsoft or Cisco certification may give you an advantage. Employers also look for in-depth knowledge of the coding and applications they use, so gaining practical work experience during is extremely beneficial and internships are extremely recommended.

For this reason, at iKeen Academy we decided to design the Job assistance Program, perfect for individuals that wish to pursue a career in IT technical support / IT networking. Our students will acquire the hands-on real time experience they need to work in professional real-world enterprise environments. As part of their training they will have the opportunity to gain work experience to help make their CV and references and this will ensure that when they walk into interviews they will be feeling happy and confident.

If you have decided that you want to pursue a career in IT (Information Technology), you can visit our website to find out more about our training courses and contact us today on +91 8374929955 or

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