3132- IT USER SUPPORT TECHNICIANS

Job Title: 

IT USER SUPPORT TECHNICIANS

Alternate Titles: 

Customer support analyst,Help desk operator,IT support technician,Systems support officer

Job Description: 

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.

Education: 

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.
Refer The S/NVQ framework for more details

NS-SEC: 

The simplified NS-SEC analytic class for this code is 2
The simplified NS-SEC operational category for this code is 4.1
Refer The National Statistics Socio-economic Classification for more details

Tasks: 


  • 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.
International Careers(ISCO): 
Similar O*NET Careers (USA) : 
Source Of Info: 

Office of National Statistics UK