Keep technology running and solve everyday IT problems.

As an ICT Support Technician, you make sure computer systems and web technology work smoothly. You diagnose and fix technical issues, respond to user inquiries, and determine hardware and software needs. You adapt programs to meet user requirements, install software, and ensure applications and equipment are used efficiently.

You may set up computer networks, design and maintain websites, and repair or replace equipment such as printers, modems and terminals. In some roles, you work in a call centre, helping users remotely. Your support keeps organisations connected and productive.

For more information:
Australian Computer Society (SA Branch)
Phone: 02 9299 3666
Email: member.services@acs.org.au
Website: www.acs.org.au

It is recommended that you gain relevant qualifications to get the best possible chance of employment.

TAFE SA offers courses relevant to this occupation including the Certificate IV in Information Technology (Systems Administration Support). Pathways include Certificate III in Information Technology.

Still Unsure! Then try one of the many short courses also offered through TAFE SA. Check the website for the full list of short courses.

Help desk staff are most needed when there is a new or updated system being installed. Users will have questions and need help until they become familiar with the new software or hardware's operation. Internet Service Providers and many Internet sites now have Help Desks to assist users. The demand for such help is predicted to continue to grow as more and more new users come to the site or service. "The help desk role will not go out of fashion. As the IT technologies grow and change, companies will always need people to facilitate the gaps in the knowledge," says a Recruitment spokesperson. According to another industry source, one of the areas of growth for help desk support staff will be a web-based knowledge management location where help desk staff will document each new enquiry and post it as a web page. Callers to the help desk will first be asked to do a search on the database before the call is answered.

The working environment for help desk support officers can be quite stressful. When people have deadlines to meet and their inadequate computer knowledge hinders their progress, tension can arise. Hence it pays to have excellent communication skills and be able to solve problems quickly and effectively. Patience and diplomacy come into play when dealing with a vast range of people from clerks, to students, to CEO's, all with different levels of IT knowledge. Be prepared to answer the same question fifty times a day!

On some occasions, when a computer technician is unavailable, the help desk support person is required to provide basic technical support. According to John, it is a great way for someone to develop their computer skills. "It is an excellent place to learn a lot of varied, computer support skills," he says. Help desk support staff are employed mainly in IT companies but many medium to large sized companies and organisations also need a help desk team.

Help desk support staff should have a strong client focus and genuine desire to assist. It is essential that they have good analytical skills, good communication skills and persistence. They should also have a methodical and disciplined approach to problem solving. They must also be able to work as part of a team and be patient and tolerant. It is important that they have a technical aptitude with regards to computers.

According to an IT recruitment specialist, there are three levels for help desk support staff, and as officers gain more experience and their skills increase, they can move from level 1 to level 3. Problems which can't be solved by the Level 1 Help Desk support staff are 'escalated' up to a Level 2 or 3 officer. Alternatively, you can move from help desk into help desk management or to a 'hands on' role where you actually visit the user or client site to fix problems.