The help desk job will vary depending on the organization and overall systems environment but these are the tasks and activities common to most help desk positions. Also detailed are the key skills and abilities required for successful job performance.
HELP DESK
General Purpose
User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Tasks and Responsibilities
HELP DESK
General Purpose
User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Tasks and Responsibilities
- respond to requests for technical assistance in person, via phone, electronically
- 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
- redirect problems to appropriate resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- prepare activity reports
- stay current with system information, changes and updates
- working knowledge of fundamental operations of relevant software, hardware and other equipment
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training
- oral and written communication skills
- learning skills
- customer service orientation
- problem analysis
- problem-solving
- adaptability
- planning and organizing
- attention to detail
- stress tolerance
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