IT Support Officers and Helpdesk jobs are typically found only in medium to large not for profit organisations. Small charities will typically outsource the support function.
Responsibilities & Duties for IT Support Roles
The duties and responsibilities of IT Support Officers and Helpdesk staff vary depending on the size of the organisation. Sometimes, they will be the sole IT professional there and will look after all aspects of IT, including user accounts, database, networking, software and hardware including telephones. In larger organisations, this role will form part of an IT team, and the main duty in this case will be to tend to the technical support needs of the office community, whether it be resetting a password, replacing a keyword or fixing a broken printer.
Skills Required for IT Support Jobs
Customer service skills are key for this type of role – much of the day will be spent responding to requests; communicating with end users either on the telephone or in person, so a friendly manner and a drive to solve problems is a must. The role will often involve being called into immediate action for certain issues so the ability to prioritise and multi-task is key. Qualifications are not usually required to be an IT Support Officer or Helpdesk, but some organisations will look for IT degrees or Microsoft certifications.