IT user support technicians


Average Annual Pay

Annual Survey of Hours and Earning 2018


Average Weekly Hours

Annual Survey of Hours and Earning 2018


Unemployment Rate

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.


Entry 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.

Typical tasks

  • 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

Technician, support
Worker, desk, help, computer
Executive, support
Genius (retail:
Analyst, helpdesk
Officer, computer
Engineer, support
Specialist, support
Operator, desk, help
Controller, services, data
Leader, team, desk, help
Technician, support, IT
Analyst, support, desktop
Leader, team, technology, information
Engineer, technical
Analyst, support, technical
Leader, team, IT
Administrator, helpdesk
Specialist, support, system
Consultant, support
Assistant, support, computer
Technician, support (computer services)
Supervisor, support, technical
Officer, support
Analyst, desk, service
Officer, support, helpline, IT
Analyst, support, systems
Analyst, support
Officer, support, systems
Operator, support, IT
Supervisor, technology, information
Supervisor, network
Adviser, technical
Officer, computing
Supervisor, desk, help
Supervisor, IT
Engineer, support, technical
Analyst, support, PC
Officer, support, system
Supervisor, helpdesk, IT
Technician, support, computer
Specialist, support, technical
Operator, helpline
Analyst, support, customer
Associate, services, client

Education background

Destination of Leavers survey, supplied by the Higher Education Statistics.