IT Customer Service

Job Description

If you’ve heard that being an IT customer service worker is all about keeping customers waiting on the phone and getting them to switch their computers off and on, you’ve been misinformed!

In actual fact, you play a major role in the smooth operations of a company by keeping its customers and staff happy. Your job includes monitoring and maintaining the computer systems of a company and you will be seen as the ‘go-to’ person in the world of IT. Still interested in IT customer service job role? Read on for IT customer service job description.

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What Will I Be Doing?

You will be at the very forefront of your company’s customer service operations and are tasked with providing solutions to technical issues raised by consumers and staff alike. Typical duties include:

• The installation and configuration of computer systems.
• Going through call logs to determine if there are any patterns/trends developing.
• Delivering service and support to end-users via automated call distribution phone software.
• Gathering and using customer details before evaluating and analysing the symptoms of the issue.
• Diagnosing and solving technical issues including email clients and Internet connectivity.
• Redirecting problems to the appropriate resource when necessary.
• Staying up to date with changes and updates in a company’s systems.
• Use of computers and designated tracking software in order to process and record calls.

In a nutshell, you will be asked to problems within a reasonable timeframe. Your work plays a big part in how customers perceive your company and it also impacts the performance of your colleagues.

Is There Anything Else?

If you are working in your company’s customer service department handling the technical issues of consumers, you will probably be working shifts. An increasing number of companies are offering 24/7 support which means you could be required to be work nights on occasion. If you handle the staff problems, you are more likely to work traditional weekday hours.

It is very much a desk-based role and you’ll spend much of your day emailing customers/staff or answering their queries on the phone. The major advances in technology means remote access is possible so you can perform pretty much all your duties from the comfort of your desk.

IT Customer Service Career Path

Given the increasing number of qualified candidates, you need a degree in a topic such as IT, Computer Science or Software Engineering in order to get to the head of the queue. Employers understand that ongoing training is crucial in IT and they may place you in a structured training scheme or send you on specific course in order to ensure you remain up to date.

You also have an advantage if you have prior work experience in any form of customer service. Depending on the size of the company you work for; you may begin your career as a first line support engineer. Then you can move up through the ranks and become a second and third line support engineer; these are more specialised roles.

At this stage you could become a team leader and manage a number of junior technicians. An alternative is to specialise in a particular range of technologies and become an expert in the area.

View more Customer Service Job Descriptions

IT Customer Service Salary

If your role is Help Desk Support you can expect to earn in the €25,000-€35,000 range per annum. Network Engineers can earn in the €40,000-€70,000 a year range while an Application Support consultant may earn in the €35,000-€70,000. All these figures relate to salaries in Dublin; you can expect to earn €5,000-€10,000 less a year in the rest of the country.

• First line support can earn up to €30,000 a year.
• Second line support can earn up to €40,000 per annum.
• Third line support can earn an annual salary of up to €50,000.

You can read more about IT salaries on the Irish Jobs website.

What Are The Good Points?

It is a fairly low pressure job for the most part as there are no pre-defined deadlines. Different technical issues take varying amounts of time to solve so you never feel as if you are up against the clock.

It is also a good way to make friends within the workplace and network with high ranking executives. At some point you will be working on the computer of an influential decision maker within the company; make a good impression and who knows?

What Are The Bad Points?

There will be occasions when you encounter angry customers who are either frustrated because the technical issue is having a big impact on their lives or else they are simply downright rude. If you receive several such calls in quick succession it can quickly drain your energy and enthusiasm.

You will also have to use the dirty equipment of co-workers when trying to deal with their technical problem and crawling on a dirty floor to reach switches and wires is not much fun! There may also be instances where you need to work overtime to solve a crucial issue.

Is The Role The Right One For Me?

To be a suitable candidate for an IT customer service role you must display the following:

• An ability to discuss complicated technical information in simple terms.
• Outstanding problem solving skills and good analytical skills.
• Patience.
• Strong oral communication and interpersonal skills.
• A logical thinker.
• A genuine love of technology; this comes in handy as you need to keep up to date with the latest IT changes.
• Proper phone etiquette.

If you liked the information provided in this IT customer service job description from the duties to salary to progression opportunities, then a career in IT customer service might be right for you.

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