Brian C manages the IT Desktop Services Team within Fidelity: "people want you to be able - to just walk into a room and say - I can fix this." He likes travel and says "IT does give you that kind of flexibility as well. I mean you can move around, it's pretty generic. You can work anywhere in the world".
More information about iT user support technicians
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IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.
Entry is possible with a variety of academic qualifications and/or relevant experience. Entrants typically possess GCSEs/S grades and A levels/H grades together with appropriate NVQ/SVQ (Levels 2, 3 or 4) or an equivalent vocational qualification. Some employers may demand a relevant degree. Training is provided off- and on-the-job supplemented by specialised courses. Postgraduate and professional qualifications and apprenticeships in some areas are available.
- Provides technical support to IT users
- Advises users on how to resolve hardware and software problems
- Installs and upgrades hardware, cables, operating systems and/or appropriate software
- Facilitates user access to systems
- Refers more complex or intractable problems to appropriate IT professionals
- Researches possible solutions in user guides, technical manuals and other documents
- Maintains a log of work in progress, calls received, actions taken and problems detected
- Reports on commonly occurring queries to detect underlying problems.
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