📌 Part of the ‘Land Your First Job in Tech’ Series
💬 “It’s just a helpdesk job…”
Let’s stop you right there.
That “just a helpdesk job” is the gateway to a tech career with real momentum. If you’re looking to break into the IT industry, a support desk or service desk role is one of the fastest, smartest, and most accessible ways to get your foot in the door—even if you’re self-taught, switching careers, or just getting started.
🚀 Why the Helpdesk Is the Ideal Starting Point
Think of it like the emergency room of IT:
- You see every kind of issue—hardware, software, networks, user error, security.
- You learn how a business really runs—from the inside.
- You develop technical troubleshooting skills under pressure.
- You build confidence talking to non-technical people.
- You get access to real systems, real tools, and real-world issues.
No lab can match that experience.
🧰 What You’ll Actually Do on the Helpdesk
💡 Hint: It’s more than just “turn it off and on again”
Here’s what you might do in a typical first-line support role:
- Log and resolve incoming IT issues (tickets) via phone, email, or chat.
- Reset passwords, unlock accounts, and manage user access.
- Help with printer/network issues, Microsoft 365 support, VPN setup.
- Escalate serious or recurring issues to second-line/engineering teams.
- Document fixes and improve the internal knowledge base.
You’ll likely use tools like:
- Ticketing systems: Autotask, Freshdesk, Zendesk, ServiceNow
- Remote support tools: AnyDesk, TeamViewer, ConnectWise
- Microsoft 365: Outlook, OneDrive, Teams, Admin Center
- Active Directory: Resetting passwords, unlocking accounts
- Basic networking knowledge: DNS, IP addressing, Wi-Fi issues
🔁 What You’ll Learn (That Really Matters)
| Skill | Why It Matters |
|---|---|
| Troubleshooting under pressure | Prepares you for any tech role |
| Customer communication | Makes you employable in every department |
| Documentation | Sharpens your process mindset |
| Prioritising & time management | Keeps businesses running smoothly |
| Cross-team collaboration | Preps you for future IT leadership |
Even senior IT pros and cybersecurity leads often started here.
📈 How to Progress Quickly
The helpdesk isn’t your final destination—it’s your launchpad.
✅ After 3–6 months:
- Ask to shadow second-line support or engineers.
- Get access to lab environments and start certs (CompTIA, Microsoft, etc).
- Volunteer to update documentation or improve knowledge base.
✅ After 6–12 months:
- Focus on a specialism: networking, security, cloud, automation.
- Start learning scripting (PowerShell, Bash) or tools like Intune, Azure, or Linux.
- Ask for project work (onboarding new users, testing a patch, rolling out MFA).
- Keep a record of every fix, every system you touched—this becomes your CV fuel.
🧗 Fast-Track Roles You Can Aim For
Once you’ve got solid helpdesk experience, you can look at roles like:
- IT Support Engineer
- Infrastructure Technician
- Junior Sysadmin
- Cloud Support Associate
- Cybersecurity Analyst (Entry Level)
- Service Desk Team Lead
Most of these pay £26k–£40k within 1–2 years of good helpdesk work in the UK.
🧠 Final Thoughts
The helpdesk is where you learn to swim in the deep end—without drowning.
You’ll learn what tech really looks like in business, and you’ll get a chance to prove your work ethic, problem-solving ability, and willingness to learn. These are the traits that every manager wants to promote.
And best of all?
Helpdesk roles are everywhere, hire year-round, and don’t always require formal experience. They’re looking for mindset, attitude, and initiative.