IT Help/Service Desk

Job Description

IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote.

Careers Ladder


To work in IT Help Desk Services in Australia, you will generally be expected to have a VET or undergraduate qualification in IT or relevant experience and industry certifications.

Complete a qualification in information technology, or information technology support, such a Diploma of Information Technology or a Bachelor of Information Technology. You’ll usually need a senior secondary school certificate or equivalent to gain entry.

Consider obtaining practical, hands-on experience with a support technician certification, such as CompTIA A+.


  • Analytical
  • Calm
  • Confident
  • Communicator
  • Customer Orientated
  • Diligent
  • Efficient
  • Meticulous
  • Present
  • Problem Solving
  • Reliable
  • Team Player
  • Technological

Key Skills

  • Think logically
  • Software and operating systems
  • Listening and questioning skills
  • Interact confidently with clients

Future Prospects

You may like to think about moving on from this career, some transferable skills can be utilised in roles such as;