First line of contact for users: takes calls and tickets, solves everyday IT problems.
Entry
Entry Level
Coding
No coding
Key skills
Career overview
The Helpdesk Technician is the entry door of the IT department. Every day they answer calls, chats and tickets from employees who cannot print, log in, or open an application. The job is a mix of technical diagnosis, method and customer service: qualify the problem, fix what can be fixed remotely, and escalate the rest with a clear description. It is one of the most common entry points into IT and an excellent observation post: within a year you understand how the whole information system fits together.
Main responsibilities
- Receive, qualify and triage incoming user incidents
- Document every action in the ticketing tool
- Escalate complex cases to the relevant technical team
- Install, configure and maintain workstations and peripherals
- Manage user accounts, groups and access rights
- Provide remote and on-site assistance to users
- Diagnose hardware, software and connectivity failures
- Respect SLA response and resolution targets
- Write and maintain knowledge base articles
- Prepare equipment for onboarding and offboarding
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Common entry point
Bac+2 (2-year degree)
Common entry point
Bac+3 (Bachelor)
Less common
Bac+5 (Master / Engineering)
Less common
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- CompTIA A+
- ITIL 4 Foundation
- Microsoft 365 Fundamentals (MS-900)
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Common trajectories
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Overlap: 35% · Difficulty: Easy
Skills to learn: Networking (TCP/IP, VLAN), Scripting (PowerShell), Device management (MDM)
View roadmapOverlap: 18% · Difficulty: Medium
Skills to learn: PowerShell, Group Policy, Microsoft 365 / Entra ID
View roadmapOverlap: 23% · Difficulty: Medium
Skills to learn: TCP/IP & subnetting, Switching & VLAN, Firewall & VPN
View roadmapWhere can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Clear communication
- Patience with users
- Active listening
- Rigour and attention to detail
- Teamwork
- Prioritisation
Common previous careers
Roles that frequently lead into this career.
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Helpdesk TechnicianIT Support Technician
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