Desktop Support: How the Evolution of the Role has impacted the Skills needed to Succeed

It would be an understatement to say that desktop support professionals have seen their jobs change with time and technology.

But technological advances in "how computing happens" have not changed the fact that an organisation’s users need someone to provide hands-on help and troubleshooting.

Still, it’s interesting to take a look back at how the desktop support pro’s role has evolved through the decades.

As the roles of desktop support professionals evolve, businesses are seeking professionals with the following skills and qualifications for these roles:

Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity, such as SCOM, SCCM, Citrix, AD (Active Directory), Office 365, cloud technology and VDI (Virtual desktop infrastructure).

Self-learning – Be invested in continual learning and development opportunities to ensure your knowledge remains current, for example through CBT Nuggets or other online training courses.

Problem solving – Resolve problems while maximising efficient use of computing resources.

Education –Certification is essential for the role, whether it be a computer science degree, certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) or combined training and experience through training academies.

Mobility – Be willing to take on a new position at your current company or accept additional responsibilities when asked.

Enthusiasm and drive – Professionals are driven to improve their education and value opportunities for training and continual learning are in high demand by business leaders.

The tools and technologies used by IT experts have changed what desktop support pros do and how they work over the last thirty years. But the role of the desktop support professional remains the same.Keep computers up and running and help users to work with them. The career of a desktop support professional remains an exciting option for those who want to combine hands-on technical skills and working with others and provides an excellent stepping stone into more managerial IT professionals or technical experts.

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