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Help Desk Representatives

Education and Training Requirements

High School

The minimum formal education requirement for help desk representatives is a high school diploma, although you should also expect, at a minimum, some on-the-job training. Courses in computer science, math, and electronics will be useful, but don't underestimate the importance of people skills in this job. An understanding of psychology and strong communication skills are important in working closely with people who are having problems and often are distraught or angry. You'll also need a mastery of English and speech, so take these classes. As a help desk representative, you'll need not only technical knowledge, but also the ability to explain procedures and give instructions in a way that's easily understood, often to people who have little technical knowledge or experience. Depending on the nature of your job, you might have to provide assistance online (by writing) or orally (over the phone). Foreign language classes will prepare aspiring help desk representatives to effectively communicate with clients who do not speak English fluently.

Postsecondary Training

Many help desk representatives have associate's degrees in a computer-related field, although some people enter this career with just a high school diploma and on-the-job training. A bachelor's degree in computer science, engineering, or information science usually required for higher-level computer support specialist positions.

Certification

Some colleges and universities offer certificates in computer support, computer science, and related topics that will be useful to aspiring help desk representatives. Contact schools in your area to learn about available programs.

Other Education or Training

HDI offers educational sessions on desktop support, the customer experience, support center optimization, and other topics at its annual conference. It also offers online courses such as Artificial Intelligence in the Support Organization; Incident Management Principles; Problem Management Principles; and Troubleshooting and Problem-Solving Bootcamp. The Association of Support Specialists offers a few workshops and seminars. Contact these organizations for more information.

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