IT Support
The practice of providing technical support to end-users for computer hardware, software, and other technology-related issues. Opportunities in IT support include roles such as help desk technicians, IT support specialists, and technical support engineers.
IT Support Technician
IT Support Technicians provide technical assistance and troubleshooting for computer systems, software, hardware, and network issues. They diagnose and resolve technical problems, install and configure software and hardware, and provide user support.
Soft Skills:
Communication, problem-solving, customer service.
Hard Skills:
Knowledge of operating systems (e.g., Windows, macOS), hardware troubleshooting, software installation, basic network troubleshooting.
Personality Traits:
Patient, adaptable, attentive to detail.
Help Desk Support
Help Desk Support professionals provide front-line technical support and assistance to end-users. They respond to inquiries, troubleshoot software and hardware issues, and escalate complex problems to higher-level support teams when necessary.
Soft Skills:
Communication, customer service, empathy.
Hard Skills:
Troubleshooting skills, knowledge of computer systems and software, ticketing systems, basic network troubleshooting.
Personality Traits:
Patient, customer-oriented, good at multitasking.
Desktop Support Engineer
Desktop Support Engineers provide on-site and remote technical support for desktop computers, laptops, and peripherals. They install and configure hardware and software, resolve technical issues, and maintain computer systems.
Soft Skills:
Communication, problem-solving, teamwork.
Hard Skills:
Hardware and software troubleshooting, knowledge of operating systems, software installation and configuration, basic network troubleshooting.
Personality Traits:
Analytical, patient, collaborative.
Network Administrator
Network Administrators are responsible for managing and maintaining computer networks within an organisation. They handle network configuration, monitor network performance, troubleshoot network issues, and ensure network security.
Soft Skills:
Attention to detail, problem-solving, teamwork.
Hard Skills:
Network administration, network troubleshooting, knowledge of network protocols (e.g., TCP/IP, DNS), network security, network monitoring tools.
Personality Traits:
Detail-oriented, proactive, analytical.
IT Service Delivery Manager
IT Service Delivery Managers oversee the delivery of IT services to ensure client satisfaction and adherence to service level agreements. They manage client relationships, coordinate service requests, and monitor service performance and quality.
Soft Skills:
Leadership, communication, customer relationship management.
Hard Skills:
IT service management frameworks (e.g., ITIL), service level agreement management, incident and problem management, project management.
Personality Traits:
Organised, customer-focused, strong leadership skills.
