Internal Support Desk
しゃないさぽーとですく
Industry & Occupation
Classification
Summary
A job that handles IT-related inquiries and troubles from in-house employees.
Description
The internal support desk provides first-line response to IT-related inquiries and troubles from in-house employees, performing problem triage and resolution, or escalation to specialized teams. It offers a wide range of support such as password resets, software installations, hardware initial setups, and network connection issue resolutions, and also handles IT asset management and history tracking using ticket systems. Furthermore, it promotes user self-help through the creation and updating of training materials and in-house manuals.
Future Outlook
As companies advance DX initiatives and IT infrastructure becomes more complex, the importance of internal support desks is increasing. While automation tools and AI chatbots are being introduced, there continues to be a need for personnel with interpersonal skills and flexible problem-solving abilities.
Personality Traits
Work Style
Career Path
IT Support Staff → Senior Support Engineer → Support Team Leader → IT Operations Manager → IT Service Manager
Required Skills
Basic Network Knowledge / Basic OS Operations / IT Asset Management / Remote Desktop Tools / Ticket System Operation
Recommended Skills
Active Directory Management / Basic Shell Scripting / ITIL Fundamentals / Reading English Technical Documents
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Analytical & Logical Thinking | Because it is necessary to logically analyze and identify the cause of troubles. |
| Attention to Detail & Accuracy | Because minor configuration errors can lead to recurrences or failures. |
| Communication Skills | Because it is necessary to communicate smoothly with users and provide clear guidance. |
| Learning Agility & Knowledge Acquisition | Because it is necessary to quickly learn new tools and systems. |
| Problem Solving | Because the ability to resolve complex IT issues is required. |
| Stress Tolerance | Because it is necessary to handle sudden user demands and pressure. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Because it mainly involves manual responses with little need for original ideas. |
| Numerical & Quantitative Analysis | Because complex numerical analysis is minimal. |
| Physical Stamina & Endurance | Because it is mainly desk work for long hours with relatively low physical demands. |
Related Qualifications
- CompTIA A+
- IT Passport
- Microsoft 365 Certified: Modern Desktop Administrator Associate
Aliases
- Help Desk Operator
- IT Support
- Internal Help Desk
Related Jobs
- Customer Support
- IT Help Desk
- System Operations Management