Help desk support as a career
Help desk support specialists are technical troubleshooters who provide technical assistance, support, and advice to customers and end-users.
Compensation
Salary
Average salary: US$44,973
Percent who feel fairly compensated: 49 percent
Bonuses
Average bonus: $2,099
Percent not receiving bonus: 50 percent
* Of those receiving bonuses
Received profit-sharing bonus: 52 percent
Received annual personal performance bonus not tied to company's profit or loss: 31 percent
Received project completion bonus: 22 percent
Raises
Percent whose salary rose last year: 76 percent
Average salary increase: 19 percent
* Factors contributing to increase(s)
Percent receiving merit increase at current job: 45 percent
Percent receiving standard increase assigned by company for all job positions: 22 percent
Percent receiving increase for completion of training: 21 percent
Vital statistics
Experience
Average number of years in IT: 8
Average number of years at current company: 4.5
Highest level of education completed
High school: 27 percent
Associate's degree: 26 percent
Bachelor's degree: 38 percent
Master's degree: 7 percent
No technology certifications held: 53 percent
Place in organization
Average number direct/indirect reports managed: 2
Report to help desk manager: 34 percent
Top three motivation factors
1. Compensation
2. Recognition from managers and users
3. Working with cutting-edge technologies
Time on, time off
Average hours worked per week: 43
Percent not receiving time off during periods with less demanding workload: 43 percent
» posted by ITworld staff
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