IT Policies

Grade your job results: Help Desk

This week we're showing the results of our poll Grade Your Job: Help Desk.

This week we're showing the results of our poll Grade Your Job: Help Desk.

Here are the other job poll results we've covered so far:

From the discussion after the poll on Help Desk, we learned that some of the good points about the Help Desk position are:

  • You get to hear gratitude from thankful users.
  • It has a fast, interesting pace.
  • The large variety of questions keep one from getting bored.

Some of the drawbacks include:

  • There is a great deal of interference by management (some treat you like a piece of furniture).
  • You get the dirty jobs nobody else wants.
  • You're expected to know everything about everything and have to master more and more.

Here are the results:

How would you rate the overall stress of your job?

How would you rate your compensation?

How easy is it to find a job in your field?

How would you rate your overall satisfaction with your job?

About

Toni Bowers is Managing Editor of TechRepublic and is the award-winning blogger of the Career Management blog. She has edited newsletters, books, and web sites pertaining to software, IT career, and IT management issues.

4 comments
go4customer
go4customer

It is difficult to analysis help desk engineer performance on basis of point mention in blog. Help desk engineer is working hard to solve customer query. Its a challenging job and require technical Knowledge otherwise you can't solve the problem and customer unhappy. In my opinion job stress is too much, compensation is low, getting new job is very hard but its depends on candidate knowledge and experience. 

Read More on help desk visit here: http://www.go4customer.com/blog/customer-support/outsourcing-help-desk-brings-dynamism-to-it-industry


abhishek321
abhishek321

Being the helpdesk Engineer, the attitude from the user is like they know everything.

gorman.mi
gorman.mi

Whenever you mention the word 'Helpdesk' or 'Servicedesk' to IT staff they immediately have this superior look on their face, as though you barely rate as being in the IT dept. The real situation however, is that the Helpdesk IS the IT dept, all the other little groups contribute to the operational picture: Data base admin, Network Admin, Online services (Internet services) but the people out there that use all this stuff interact with the Helpdesk primarily. A good Helpdesk Engineer is worth their weight (and more) in Platinum, they have a handle on all the administrators and systems in use, together with the operating system and standard operating environment. The Helpdesk contributes more to the overall productivity of an organization than just about any other aspect of IT operations. Sadly, a lot of IT managers and directors forget this golden rule, and opt for cheap ego and status attitudes, looking down on their Helpdesk team as 'plebs'. To actually be a good, functioning and effective Helpdesk Engineer takes a very broad range of technical skills together with a high 'EQ'-the major players have twigged to this, but the smaller IT departments often harbour old-fashioned attitudes when it comes to their Helpdesk Support teams.

Timmels
Timmels

It can be hard to feel appreciated in this job. User can sometimes be really thankful while at other times it's your fault their printer-isn't-working-and-there's-a-deadline-and-it's-your-fault-for-not-telling-him/her-it-has-compatibility-issues-with-cardboard-etc. Don't get me wrong, I love what I'm doing. I enjoy the challenge and high workload but it seems to me that there's not a lot of balance in the expectations from users/management and the means Helpdeskers get... Is it me is Helpdesk underrated?

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