Help Desk Specialist Job Description

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Help Desk Specialist

Help Desk Specialist duties and responsibilities

  • Providing first level contact and convey resolutions to customer issues
  • Properly escalating unresolved queries to the next level of support
  • Tracking, routing and redirecting problems to correct resources

Help Desk Specialist Job Description Template


Job Brief

We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.


  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services


  • Proven working experience in providing Help Desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information Technology, Computer Science or equivalent
Last Updated 09 Jan, 2023

Help Desk Specialist Job Description Examples

Help Desk Specialist• Triumph Bancorp, Inc.

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Help Desk Specialist, Associate• Georgia State University

DescriptionGeorgia State University's (GSU) central technology services group, Instructional Innovation and Technology (IIT), puts innovation and technology to work for GSU and seeks to inspire, support, and enable innovative solutions to advance learning, research, and economic enterprise. IIT is a leading force in the digital transformation of higher education and is well supported by our......

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Help Desk / Technical Support (60% Wfh)• JobGiraffe

Job Description

Technology / Help Desk / Technical Support...

Help Desk and Technical Support Specialist (60% WFH) (Real Estate Industry)

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In this role, you will have 2 in office and 3 WFH days per week

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Help Desk Specialist• Carvechi

The Help Desk Specialist’ role is based in Austin Texas and is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on...

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