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IT Help Desk Technician job description
An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.
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This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company.
IT Help Desk Technician responsibilities include:
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements and skills
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
Frequently asked questions
What does an it help desk technician do.
IT Help Desk Technicians assist customers with computer systems, hardware, and software. They are often the first point of contact for users when something goes wrong or needs fixing on their machine.
What are the duties and responsibilities of an IT Help Desk Technician?
An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again.
What makes a Good IT Help Desk Technician?
A successful IT Help Desk Technician has good business awareness. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible.
Who does an IT Help Desk Technician work with?
IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem. Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality.
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Service Desk Technician
The Service Desk Technicians extend technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analyzing them.
Technicians receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for any organization. They, therefore, handle these issues independently.
Job Responsibilities
They test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows. They document user requests and also update client trouble tickets with the current status of the issue. They also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. Technicians should communicate well with non-IT people within or outside the company. Finally, they need to have the capability to make informed decisions quickly.
Moreover, technicians develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise. They handle issues independently and alongside a team of technicians. Technicians test new hardware and software and deploy the installation of all computers and mobile devices, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.
Other Responsibilities
The IT Service Desk Technician is the single point of contact for customers to obtain technical support.
They install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
They create appropriate support documentation in a bid to help all users quickly troubleshoot all of their problems.
Prospects for IT Service Desk Technicians
A technician’s job is an ideal platform for people who want to rise to higher positions in the IT field. As they interact a lot with IT specialists , it provides them with an opportunity to learn new skills.
Since they work on a help desk, their ability to communicate and think analytically improves, as they also learn to adapt to ever-changing IT landscapes by researching how to resolve many different types of problems. Moreover, this job will also help them understand issues from the users’ standpoint.
The US Bureau of Labor Statistics ( BLS ) predicts that job opportunities for computer user support specialists, which includes Service Desk Technicians, would grow 12% between 2014 and 2024.
Educational Qualifications and Certifications
This position requires a bachelor’s degree in computer science or information technology. Candidates should have at least two years of experience in information technology surroundings. Employers prefer CompTIA A+ certification .
Candidates should possess strong communication skills in order to work with both IT specialists and non-IT employees. They must demonstrate the competency in troubleshooting. Technicians work flexible hours to support operations of a company or organization around the clock. They need to be able to multi-task and document several tasks at once. Finally, knowledge of Citrix Management console software enhances marketability.
The salary for a Service Desk Technician ranges from $15.70 per hour to $20.51 per hour (seniors), says Indeed .
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Service Desk Analyst Job Description
Also known as help desk analysts, service desk analysts are IT professionals who help users resolve issues with computer technologies. They contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that personnel is able to utilize the systems and software that they need.
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Service Desk Analyst Job Description Template
We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.
To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.
Service Desk Analyst Responsibilities:
- Testing and analyzing IT system and software performance.
- Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Documenting processes and maintaining service desk records.
- Making recommendations to optimize IT performance and to prevent future problems.
- Collaborating with internal departments to ensure that IT needs are met.
- Keeping informed of advancements in IT.
Service Desk Analyst Requirements:
- Associate's or bachelor's degree in computer science, information systems, or similar.
- At least two years' experience in an IT performance analysis and end-user support role.
- In-depth and current knowledge of computer programs and hardware.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
Related Articles:
Help desk technician job description, help desk specialist job description, service desk analyst interview questions, help desk technician interview questions, help desk specialist interview questions.
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IT Technical Support job description template
This it technical support job description template includes the list of most important it technical support's duties and responsibilities . it is customizable and ready to post to job boards. use it to save time, attract qualified candidates and hire best employees..
IT Technical Support job profile
IT Technical Support is an IT professional who monitors and maintains the computer systems and networks of an organisation. IT Technical Support provide technical assistance and support to employees.
In order to attract IT Technical Support that best matches your needs, it is very important to write a clear and precise IT Technical Support job description.
IT Technical Support job description
Do you posses an experience and passion for providing IT Technical Support?
We are looking to hire an ambitious IT expert for our open IT Technical Support position.
Your job will be to provide technical support to maintain the organization’s computer systems, both hardware and software and other peripheral equipment to ensure optimal performance so that end users can maintain a high level of productivity.
IT Technical Support duties and responsibilities
- Provide technical assistance with computer hardware and software
- Resolve issues for staff via phone, in person, or electronically
- Log bugs and enhancement requests
- Perform hardware and software installations, configurations and updates as needed
- Create and maintain tips and tricks solutions for online database and web site
- Provide introductory on-line & classroom training for company products
- Resolve technical issues in a timely manner using available resources within the company
IT Technical Support requirements
- Excellent customer service skills
- Strong troubleshooting and critical thinking skills
- Previous working experience in IT support for (x) year(s)
- Associate’s Degree in Computer Science or Management Information Systems (MIS)
- In depth knowlegde of Windows 10, Polycom, Cisco WebEx, Mac OS, Microsoft Office 365
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Service Desk Manager Resume Samples
The job description of the service desk manager focuses on providing solutions to technical issues related to computer applications or electronic devices and systems. The role of these managers is crucial for the IT service department mainly as they execute a myriad of duties such as – enabling smooth running of the IT department, solving technical issues, managing the electronic devices , providing customer service, monitoring communications regularly, leading and supervising the team, recruiting and training the newly hired staff, conducting training program , managing schedules and monitoring team productivity.
The skills that are considered essential and to be listed in the Service Desk Manager Resume include – strong understanding of IT structure, familiarity with various tools like MS Office, IT systems, System management software, VoIP, interpersonal strategies and so on. In order to be considered for this position, candidates should hold a degree in the field of information systems management or computer science or the related.
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- Service Desk Manager
Service Desk Manager Resume
Headline : Certified Integrative Nutrition Health Coach, and Dancing for Birth Instructor with 10 years of work, life and higher education experience in the areas of Mental health, Nutrition, Customer Service.
Skills : Management, Cashier, Auto Sales.
Description :
- Supervised Service Desk & Spa Department Hire and Train service desk staff, in accordance with the company's high standards of Customer Service.
- Managed and maintain staff schedules to ensure that shifts are covered.
- Evaluated staff performance quarterly, to communicate strengths and areas for needed improvements.
- Scheduled treatments and services for members and guests. Oversee Spa staff consisting of Massage therapists and Estheticians.
- Great members with a Smile and our Undivided attention, in person and on the phone.
- Worked as a team member to offer the most cohesive customer services to members and guests.
- Communicated with Spa service staff regarding the maintenance of their tools and equipment.
Service Desk Manager II Resume
Headline : Extensive service desk and operations management experience for military and federal government. Extensive knowledge of telephone and remote desktop/user support procedures.
Skills : System Administration, Customer Service.
- Serviced Desk manager for a small Service Desk with a medium customer base.
- Created Standard Operating Procedures and Knowledgebase documentation.
- Provided status reports to government partners and project dates/timelines.
- Reported network outages and followed through with event management procedures.
- Assist in multiple site consolidation efforts. Coordinate new site tracking and installation.
- Responsible for the activities associated with the identification, prioritization, and resolution of reported issues and concerns.
- Ensured that all phases of service desk support are coordinated, monitored, logged, tracked, and resolved appropriately.
Service Desk Manager/Representative Resume
Summary : Worked in a management position where ever have worked. Either a Service Desk Manager or a Warehouse Supervisor.
Skills : Communication Skills, MS-Office.
- Managed a team of service desk analysts and network engineers.
- Developed departmental policies, and Standard Operating Procedures including scheduling, attendance, time off request management, call and ticket handling.
- Established performance goals, and analyst and department performance reporting.
- Responsible for maintaining staffing levels which included interviewing, onboarding, and off-boarding employees.
- Implemented and managed an analyst call quality program.
- Assisted in the development of customer satisfaction surveys.
- Established career path for Tier 1 analysts.
Service Desk Manager I Resume
Objective : High-performing executive with over 13 years of IT operations experience. In-depth knowledge of IT support operations at all levels. Demonstrated proficiency in staffing, training and development.
Skills : Help Desk Professional, STI/HDI.
- DC Created and executed a service improvement plan for a tier 1 and tier 2 single point of contact IT service desk.
- Hired, coach and directly manage help desk analysts and lead service desk analysts.
- Budget operations on a time and materials contract to accommodate a growing customer base.
- Served as the Customer Relationship Manager between PSGS and DOT for all IT support.
- Ensured SLO's/SLA's are met, and staffing levels are aligned to support.
- Created SOP and established a knowledge base for tier 1 and tier 2.
- Developed and implemented a disaster recovery plan for Service Desk.
- Restructured processes to follow ITIL v3 Foundations standards.
Jr. Service Desk Manager Resume
Objective : Develop innovative and comprehensive solutions. Effective communicator with outstanding relationship-building and customer relations skills.
Skills : Management, MS-Office.
- Assisted in hiring candidates, coached and mentored Service Desk teams of six.
- Provided customer service for over guests a week on the clinic floor.
- Identified and resolved all guest service issues. Orchestrated and maintained students' progress workbooks.
- Managed finances of Service Desk and implemented strategies to maximize guest and sales volume.
- Oversaw and amended all Service Desk operations and procedures.
- Education Administrator Created the sales and service-oriented learning experience and learning centers for over 150 students.
- Acted as the liaison between an education team of fifteen, the Sales Manager and school owners.
Service Desk Manager/Executive Resume
Headline : Offering a strong academic background in IT combined with excellent internship experience as a help desk analyst. Consistently recognized for completing tasks efficiently and accurately.
Skills : Project Management, ITIL, Operations.
- Managed Service Desk personnel for all US locations. Involved in following Incident request and Change request using ITIL Workflow.
- Efficiently performed regular event/incident detection and provided RCA reports on the same to the client.
- Successfully handled all escalations from the team members as well as clients thereby creating a positive work environment to achieve business objectives.
- Selected candidates by taking interviews and their assessment.
- Successfully handled Shift management and timely roster submission for associates pick up-drop.
- Responsible for keeping accurate hardware and software inventories.
- Worked with other locations to develop a global Service Desk.
Service Desk Manager/Anlayst Resume
Objective : Company that provides challenge, growth and the opportunity contribute to its success. Service Desk Manager is responsible for the day-to-day operations of the service desk for a given product. This includes managing the support team, handling ticketing, and ensuring the technical infrastructure is in place to handle support requests.
Skills : Microsoft Office, Windows.
- Maintained the Service Catalog in ServiceNow.
- Analyzed metrics to identify trending, employed process changes and created automation to improve service delivery.
- Worked with other IT Groups in the implementation of infrastructure changes and improvements affecting the end-user to increase.
- Created policies, workflow changes, SLAs and documentation.
- Specified hardware and software standardization and improved asset tracking.
- Recruited, trained and mentored support teams with emphasis on customer service.
- Ran the service desk and cashiered. New store and trained cashiers when needed.
Asst. Service Desk Manager Resume
Objective : Motivated customer service specialist with over 5 years retail experience in a fast-paced, team-based environment. Customer service representative excelling at customer satisfaction and retention.
Skills : Windows Xp, Team Leader, Power point, Word, Databases.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Identified individual development needs with appropriate training.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Updated customer orders from start to finish in an accurate and timely manner.
- Effective liaison between customers and internal departments.
Lead Service Desk Manager Resume
Headline : A natural leader that makes decisions easily comes to conclusions quickly and then takes action. Provide influential leadership that improves performance and results.
- Managed the day to day activities surrounding the UIS Service Desk which is composed of Full time and student analysts.
- Developed employees to a high level of competency and prepared them for career advancement opportunities.
- Interface with customers, clients, other teams and upper management.
- Inspired a team provided the highest level of customer satisfaction.
- Created and implemented Knowledge Document Base.
- Facilitated team meetings to ensure effective communications and that all team members had the most current information available.
- Generated supported hardware, software and application list.
Associate Service Desk Manager Resume
Summary : To be in a management position, where years of progressive experience can add value to a customer-focused team, benefit the company, and create an environment where people truly love coming to work.
Skills : ITIL, Service Management, IT Management.
- Developed metrics and standards for the measurement of Call Center Support Specialists.
- Responsible for client satisfaction and verification of business outcomes.
- Lead, managed and developed the IT Service Desk team.
- Applied ITIL principles while managing a structured, process-driven IT Service Desk.
- Managed major incident escalation, notification, and resolution processes.
- Assisted the Production Support team in managing Remedy tools including Help Desk, Change Management, Asset Management.
- Directed desktop environment planning and procurement, SLAs, and other components.
Summary : Upbeat and flexible customer service with eight years experience in retail sales. Driven and results-focused professional seeking a customer service position in a fast-paced retail environment.
- Responded to customer's questions and addressed problems and complaints in person and phone.
- Set cashier schedules and monitored their performance.
- Responsible for maintaining the funds the registers, this included counting the cash drawers and making the bank deposits.
- Responsible for all transactions on the Western Union portal.
- Educated customers on product and service offerings.
- Offered exceptional customer service to differentiate and promote the company brand.
- Tracked and paying invoices Created budgets and balanced revenue.
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Help Desk Job Description
The help desk job description applies to the generic help desk and service desk job function and can easily be revised to suit your specific needs.
The help desk support role will vary depending on the organization and overall systems environment but these are the duties and activities common to most help desk positions.
Also detailed are the key skills and abilities required for successful job performance in the help desk position.
HELP DESK JOB DESCRIPTION
General Purpose
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Duties and Responsibilities
- respond to requests for technical assistance in person, via phone, chat or email
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- administer help desk software
- follow up with customers and users to ensure complete resolution of issues
- redirect problems to correct resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- resolve technical problems with Local Area Networks and Wide Area networks
- prepare activity reports
- inform management of recurring problems
- stay current with system information, changes and updates
- help update training manuals for new and revised software and hardware
- train computer users as necessary
- clean up computers
Education, Qualifications and Experience
- Bachelors degree preferred
- working knowledge of fundamental operations of relevant software, hardware and other equipment
- experience researching, analyzing and interpreting automated system problems
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training in troubleshooting and providing help desk support
Key Skills and Competencies
- oral and written communication skills
- learning skills
- customer service orientation
- problem analysis
- problem-solving
- adaptability
- team interaction
- planning and organizing
- attention to detail
- stress tolerance
Help Desk Resumes
Need help developing your resume? Adapt this sample help desk resume to write a job-winning resume.
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Help Desk Job Interviews
Be prepared for your help desk job interview with these typical help desk interview questions with answer guidelines.
Be ready for common customer service interview questions in your help desk interview.
Help Desk Job Description Pages
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Help Desk Job Description Template
How to write a job description
This job description is a useful resource for both job seekers and employers to clarify the generic tasks and requirements of the help desk function and role. Adapt it for your own use.
Latest Update - Help Desk Salary
Indeed.com reports that the average salary for Help Desk Specialist job postings on their USA site is $57,000 per year as of January 2023. Salaries for job postings for Help Desk Support jobs average $55,100 per year.
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IT Help Desk Technician responsibilities include: Serving as the first point of contact for customers seeking technical assistance over the phone or email Performing remote troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers Job brief
Common IT Support job duties include: Resolving IT support requests from employees Answering employee questions regarding computer systems Gathering and analyzing data to diagnose problems with computer systems Changing configurations, settings and permissions to fix computer issues Generating sign ins for new hires during the onboarding process
Responsibilities for IT service desk Maintain broad understanding of the IT organization Respond to audit requests ensuring compliance Identify, document and implement process or automation enhancements Embody the Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.
Managing one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated.
IT / Help Desk. Job Description. 4.7. 152 votes for IT / Help Desk. IT / help desk provides 1stlevel technical support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server ...
IT Technicians have the following responsibilities: Maintaining working components through repair or replacement Assisting call-ins or live chat with technical difficulties Preparing website with proper coding and content pertinent to company business needs
The IT Service Desk Technician is the single point of contact for customers to obtain technical support. They install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally. They create appropriate support documentation in a ...
Service Desk Analyst Responsibilities: Testing and analyzing IT system and software performance. Resolving incoming client and personnel IT queries remotely via email and phone, or at the office. Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders. Avoiding service interruptions by performing system ...
IT Technical Support duties and responsibilities. Provide technical assistance with computer hardware and software. Resolve issues for staff via phone, in person, or electronically. Log bugs and enhancement requests. Perform hardware and software installations, configurations and updates as needed. Create and maintain tips and tricks solutions ...
A typical sample IT Help Desk Support Resume highlights duties such as - providing technical assistance through phone or email, performing remote troubleshooting service through diagnostic techniques, delivering effective solutions, providing accurate information on IT product and service, following up and updating customer information and …
Service Desk Manager Resume Samples. The job description of the service desk manager focuses on providing solutions to technical issues related to computer applications or electronic devices and systems. The role of these managers is crucial for the IT service department mainly as they execute a myriad of duties such as - enabling smooth running of the IT department, solving technical issues ...
Apply to IT Service Desk Analyst Jobs in Trigent Software, Gurgaon/Gurugram from 1 to 2 years of experience. Explore Trigent Software Jobs, Reviews, and Salaries at AmbitionBox.com.
HELP DESK JOB DESCRIPTION General Purpose Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Main Job Duties and Responsibilities respond to requests for technical assistance in person, via phone, chat or email