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 dont 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. Youll also need a mastery of English and speech, so take these classes. As a help desk representative, youll need not only technical knowledge, but also the ability to explain procedures and give instructions in a way thats 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 associates degrees in a computer-related field, although some people enter this career with just a high school diploma and on-the-job training. A bachelors 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.

Certification or Licensing

Certification isnt required to work as a help desk representative, but having certification from an industry association shows prospective employers that your knowledge and skills have been recognized and are validated. Certification can also give you an advantage over other job candidates. CompTIA offers certification programs in various computer software programs. HDI offers various certification programs that are geared to specific roles, such as customer service representative, support center analyst, desktop support technician, and support center team lead, among many other programs.

On-the-job training for help desk representatives usually lasts several months. Entry-level positions require prior customer service experience. Part-time or summer work in a computer store, customer service department, or related business is useful background for this job. Those who are employed in corporate offices typically work in noisy, hectic environments. The ability to stay focused, speak clearly and listen closely to customers, and come up with solutions is key to success. Strong knowledge of computers and an interest in helping customers solve information technology issues is required. Customers may be frustrated or angry over their computer problems, so patience and diplomacy are also beneficial.