IT user support technicians
Average Annual Pay
Annual Survey of Hours and Earning 2017
Average Weekly Hours
Annual Survey of Hours and Earning 2015
Labour Force Survey 2018
Future employment projections (Working Futures UK)
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.
QualificationsEntry 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.
- 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.
Common job titles
Destination of Leavers survey, supplied by the Higher Education Statistics.