Help Desk Specialist Job Description

The general title of a business that handles receiving and addressing customer problems.

Help Desk Specialists are individuals who answer customer problems by dealing directly with customers.

Customers contact the Help Desk Specialists primarily via email, phone, and in-person meetings.

Their tasks can include troubleshooting customer problems and explaining solutions.

Job Brief:

We’re looking for a Help Desk Specialist who can help us with our computer systems. Our company is growing and we need someone who can help us keep our systems running smoothly. If you have experience with Help Desk support and are interested in a challenge, we want to hear from you!

Help Desk Specialist Duties:

• Assist customers to identify their needs and troubleshoot technical and/or general hardware/software problems over the phone or in person.
• Provide fast, accurate, and effective responses to customer questions.
• Assist customers as needed and troubleshoot issues based on customer’s description.
• Monitor and log all help desk calls.
• Act as a liaison between IT, customers, and vendors.
• Create documentation of the help desk team’s activities.
• Act as a direction and guidance to the Help Desk team.
• Implement and maintain help desk procedures, processes, and practices.
• Provide training and guidance.

Help Desk Specialist Responsibilities:

• Provide technical support for company products and services; troubleshoot, repair, and replace hardware, software, and peripherals and assist users in resolving technical issues with computers, laptops, phones, and other network-connected devices”.
• Provide support via phone, email, and live chat.
• Become knowledgeable in company products, services, and technologies.
• Other duties as assigned.

Requirements And Skills:

• Proven experience in a customer service field.
• Strong decision-making capabilities.
• Above-average communication, collaboration, and delegation skills.
• Proven ability to develop and maintain financial plans.
• Ability to motivate and lead people, and hold employees accountable.
• Strong working knowledge of operational procedures.

Company Name is an employer that is committed to equal opportunity and inclusion of people from all walks of life. We encourage applications from individuals of all races, religions, national origins, genders, , and ages.