Employed by computer bureaus, companies with large computer installations and businesses with large numbers of microcomputer users.
Key Tasks
Oversee and co-ordinate the operation of the help desk.
Liaise with organisation departmental managers to establish computing support needs.
Provide training and advice to trainee help desk operators.
Liaise with user support analysts and networking staff to provide timely solutions to user problems.
Report to data processing management on the status of the help desk operation.
Identify computing problem areas and attempt to introduce measures to stop problems recurring.
Personal Qualities
Leadership qualities, able to supervise and motivate subordinate staff. Able to liaise with senior departmental managers and data processing department mangers. Outgoing personality, able to relate to a variety of people, enthusiastic, self motivated, persistent and confident. Must be able to work as a member of a team and work well under stressful conditions. Good telephone manner, calm and collected.
Entry Requirements
Most organisations require a tertiary qualification in business computing and some experience as a help desk operator.
Training
Tertiary qualifications gained at Polytechnic provide entry-level requirements. Experience as a help desk operator or user support analyst.
Prospects
Move from help desk manager, to user support manager or systems analyst. Computer related management and own business.
