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.

Responsibilities

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

Requirements

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

What does Help Desk Specialist do?

A Help Desk Specialist is responsible for providing technical support and assistance to users within an organization. On a day-to-day basis, their tasks and responsibilities may include:

Receiving and logging incoming support requests via phone, email, or ticketing system.
Providing first-level troubleshooting and technical assistance to end users.
Resolving hardware and software issues, such as network connectivity problems, software installations, and application errors.
Escalating complex or unresolved issues to appropriate support teams or senior technicians.
Assisting with user account management, password resets, and access permissions.
Installing, configuring, and maintaining computer hardware and software, including updates and patches.
Conducting system diagnostics and troubleshooting for network connectivity issues.
Providing guidance and training to users on proper use of technology tools and systems.
Documenting and maintaining accurate records of support requests and troubleshooting steps taken.
Collaborating with other IT support teams to identify and address recurring problems or trends.

It's important to note that the specific tasks and responsibilities may vary depending on the organization and its technology environment.

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Help Desk Specialist Job Description Examples

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