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Useful experience for IT helpdesk/support technicians includes:

• fixing computer hardware or software problems
• computer programming
• customer service or resolving complaints
• designing and creating websites
• hands-on training through IT-related internships and volunteer work.

IT helpdesk/support technicians may do some or all of the following:

• identify and solve computer software, hardware and website problems
• analyse user problems and suggest how to prevent future problems
• assemble, install and test computer software, networks and servers
• update and repair equipment
• keep records of software and equipment.

IT helpdesk/support technicians in demand

Demand for information technology (IT) helpdesk/support technicians is strong because:

• organisations rely on computer systems and networks
• businesses need technicians to support their staff to use those systems, and to identify and fix problems
• there is a trend towards having IT helpdesk/support technicians in-house, so they can provide immediate help to staff.

Shortage of experienced IT helpdesk/support technicians

There are not enough experienced helpdesk/support technicians to meet demand. Nearly two thirds of IT employers report skills shortages, and there aren't enough information technology (IT) trainees.

As a result, ICT customer support officer (IT helpdesk/support technician) appears on Immigration New Zealand's long-term skill shortage list. This means the Government is actively encouraging skilled IT helpdesk/support technicians from overseas to work in New Zealand.

According to the Census, 6,000 IT helpdesk/support technicians worked in New Zealand in 2018.

How to get your first IT job

Improve your chances of getting a job through:

• internships like Summer of Tech
• graduate programmes offered by IT companies
• mentoring programmes.

• Summer of Tech website - IT internship programme

Types of employers varied

IT helpdesk/support technicians work for medium to large organisations, including:

• companies that provide computer, database and network services to clients
• software and web development companies that produce film, games and animation
• marketing and advertising companies
• government departments.

About 10% of IT helpdesk/support technicians are self-employed. 

IT Professionals NZ

0800 252 255 - info@itp.org.nz - www.itp.org.nz

NZTech

(09) 475 0204 - www.nztech.org.nz

IT helpdesk/support technicians may progress to set up their own IT support business, or move into management roles. They may also become software developers or business analysts.

• Information technology manager job information
• Software developer job information
• Business analyst job information

IT helpdesk/support technicians need to be:

• methodical, accurate and patient
• able to work well under pressure, and meet deadlines
• able to work well as part of a team, and with minimal supervision
• skilled at problem solving and decision making
• good communicators.