Help Desk Representatives

These are indoor jobs, usually in high-rises or other dedicated corporate offices. Help desk representatives may also work on a contract basis for companies, and some may work from their own homes. Help desk representatives who work for corporations are usually situated in small cubicles where privacy is at a minimum. Representatives work with desks, chairs, computers, and telephones. A telephone headset is a must for this environment, as help desk representatives will be on the phone 90 percent of their day.

The environment can be noisy, since these workers are surrounded by other representatives who are also talking to customers. Help desk representatives may not be directly supervised on the job, but managers monitor their work for problems throughout the day.

The work schedule for this job is typically a 40-hour week. Overtime is usually handled on a volunteer basis, with extra pay or compensatory off time being the norm for compensation.

Stress management and reduction are important concepts for this industry, as help desk representatives are almost always talking to customers who are not happy and may be agitated. Creative break-time activities and seminars will be found at more progressive companies.

Help desk representatives are evaluated by how many customers they handle in a day and how effectively they help in solving customers' problems. Most help desk departments produce reports so the representatives can monitor their own progress in this area.