Help Desk Support

Discover the daily duties, key skills, and common qualifications of IT professionals working in help desk support. Learn about salary potential, average weekly hours, and future employment growth and opportunities.

Overview

Help desk support members assist users who experience hardware or software problems, typically resolving issues online or over the phone. They may also be tasked with installing new software or implementing new computer networks when necessary. Those working in a small business setting may additionally be responsible for replacing or repairing peripheral IT equipment, such as modems and printers.

On a day-to-day basis, help desk professionals tend to user support requests; ensure all network systems and equipment are in optimum condition; and document any configurations, modifications, and repairs made to current network systems.

Employment for help desk professionals is expected to grow very strongly in the coming years – with an 14% predicted job growth by 2024, according to SEEK.

Key Skills

  • Ability to multi-task and handle multiple support requests
  • Quick problem-solving for managing IT issues as they occur
  • Excellent phone communication for guiding users through their technical problems (and troubleshooting issues over the phone)
  • Through knowledge of computer systems, networks, and equipment
  • Strong inductive and deductive reasoning
  • Commitment to learning new technologies and IT strategies

Quick Facts

Network administrators can find work in most regions of Australia, with New South Wales currently holding the largest share of workers. Weekly salary potential ($1,498) is higher than the all-jobs average ($1,460) with many working full-time.

Salary Range

$39,000 – $65,000 (Median: $49,000)*

*Source: Payscale

Average Weekly Hours

41 hours (vs. all jobs average of 44 hours)*

*Source: Job Outlook

Main Industries

Professional, Scientific, and Technical Services; Education and Training, and Public Administration and Safety

Most Common Qualification Level

30.8% hold a Bachelor’s Degree

STUDY PATHWAYS

Getting the skills you need is simple by studying one of our information technology courses below.

*Sources: payscale.com.au and joboutlook.gov.au – All information is to be used as a guide only, and are accurate at the time of publication.