Help Desk Specialist Job Description Template
What is a Help Desk Specialist?
Help Desk Specialists are responsible for providing technical support, troubleshooting issues, resolving user problems, and maintaining system performance. They ensure that users receive timely assistance and that technical issues are resolved efficiently.
A Help Desk Specialist typically requires a degree in Information Technology or a related field. Strong communication skills and the ability to work under pressure are also essential.
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
Recruiting CRM or ATS?
