Thursday, January 23, 2020

Understanding of Help Desk Support Importance


First line of Help Desk support:

Contrary to the above clause, the identification of the first career level and the first line of technical support in terms of business processes is quite acceptable. The first line of support has minimal requirements for specialized knowledge, respectively, people with minimal experience and competencies are needed here. However, salaries are lower.
Among the standard requirements:

  • a general understanding of “hardware” (for example, the hardware of a PC, peripherals and office equipment, if it comes to IT support);
  • politeness;
  • stress resistance and other qualities that determine the ability to adequately communicate with users.

There is no need for higher education at this level; a foreign language is almost never required (with rare exceptions).

Help desk analyst salaries:


Salaries traditionally vary depending on the city where the employer is located. Most of them are in Moscow, least of all (among large cities) - in Volgograd.
In 2013, at this level, one could count on income from 11 to 25 thousand rubles . Currently, among the vacancies with declared salary, the offer varies from 15 to 35 thousand rubles .

Formally, there are vacancies on the market with a higher upper salary limit, but usually after studying their contents it becomes clear that they belong to higher levels - they require work experience in related fields, non-standard skills or a specific education. They are difficult to take into account in general statistics.

Another caveat -at “this level”, only 45% of vacancies contain salary information . total of 20% of all published vacancies in technical support offer jobs without experience .

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