From: www.itworld.com

Help desk support as a career

by Loretta W. Prencipe

March 12, 2001 —

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

InfoWorld