Help Desk job description

Help Desk Specialist Job Brief

We are looking for individuals with the knowledge and understanding of help desk-related work. The chosen candidate must provide customer service and user support on our company-supported platforms and applications.

He/she must also know how to troubleshoot all types of issues and provide solutions on appropriate actions. They must offer compelling and fast support to all our customers and diagnose computer software and hardware issues.

They should also be able to offer basic computer training and install the computer peripherals. The chosen candidate should also modify the hardware systems, conduct computer maintenance, and possess excellent diagnostic skills.

Help Desk Specialist Responsibilities

These are the responsibilities of a professional help desk specialist:

• Escalate and identify situations that need immediate attention.
• Respond to requests for all technical assistance through email, chat, phone, and in person.
• Resolve and diagnose software and technical hardware problems.
• Must research questions by utilizing all the available information resources.
• Offer to advise users on all the appropriate actions.
• Follow all the standard help desk-related methods.
• Log all the interactions related to the helping desk.
• Follow up with all the users and customers to make sure all the problems are resolved.
• Redirect issues to all the right resources.
• Route and track down issues along with requests and then document all the resolutions.
• Notify the management of all the recurring issues.
• Make all the activity reports.
• Clean up the computers.
• Resolve all types of technical issues with Wide Area Networks and Local Area Networks.
• Stay updated with all the system updates, changes, information.
• Update all the training manuals for all the revised and new hardware and software.
• Train all the computer users whenever it's needed.

Help Desk Specialist Requirements

• Bachelor's Degree in Information Technology, Computer Science, or other similar areas.
• Must possess high-level communication skills.
• 3+ years of work experience as a help desk specialist.
• Working knowledge of all the main operations of relevant hardware, software, and various other equipment.
• Must know call tracking applications.
• Experienced in interpreting, researching, and analyzing automated system issues.
• Experienced and has knowledge of customer service-related practices.
• Must have related training and experience in providing and troubleshooting help desk-related support.