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Step 1: Explore the Role

The actual roles in Desktop Support will vary from one NGO to another, but the information below helps to identify the most common responsibilities, tasks and experiences of personnel working in Desktop Support in NGOs.
 


 

What are the responsibilities of a Desktop Support Technician?

Desktop support personnel resolve hardware and software operation and application problems. A desktop support technician working in the field office of a nonprofit organization in a developing country often not only solves general user problems, but often also has to address problems caused by power outages, dust and low or intermittent connectivity to the Internet.

Responsibilities of Desktop Support personnel include:

  • Install desktop operating systems
  • Configure and troubleshoot hardware
  • Configure and troubleshoot desktop operating systems
  • Configure and troubleshoot networks
  • Manage desktop security
  • Deploy desktop operating systems

 

What are the daily work tasks of a Desktop Support Technician?

Install Operating System
  • Identify and interpret customer requirements
  • Evaluate and present data and system configuration
  • Develop installation plan
  • Install, configure and test system hardware and peripherals
  • Install, configure and test new operating and application software/upgrades
  • Optimize system performance through software and hardware configuration
  • Perform quality checks on outcomes of work performed
  • Document system installation, configuration procedures and current configuration
Facilitation & Customer Service
  • Gather and analyze customer input
  • Manage working relationships with customers
  • Perform negotiated services
  • Act as a liaison between groups
  • Provide training to customers
  • Manage demands from multiple customers
  • Solicit customer feedback and apply input to improve quality of service
  • Document and communicate customer feedback and requests
Troubleshoot
  • Analyze problem and research solutions
  • Query existing knowledge base
  • Identify, test and implement solutions
  • Manage system resolution with available resources
  • Communicate technical solutions and implementation processes
  • Implement long-range solutions
  • Document hardware and software problems and resolutions

Meet real-life Desktop Support personnel actively working for NGOs

Coming soon.
 


 

Ready to evaluate your current skills? Proceed to Step 2: Assess Your Skills »