Help desk technician job description
Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients. Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving.
Providing assistance to customers who experience technical problems. Most commonly, this involves either telephone or online communication.
Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
Talking customers through a troubleshooting process and working together to rectify problems
Identifying effective solutions and offering explanations to customers and employees
Recording events, concerns and issues and updating case queries and customer statuses
Collecting and passing on feedback from clients
Suggesting improvements for future cases
A help desk technician has a varied role, which is centered on maintaining technologies, providing IT support, troubleshooting and identifying solutions.
Desk technicians can work in-house or remotely on a freelance basis, and their day to day job may change depending on the nature of concerns raised by employees or customers. In-house employees deal only with internal systems and network issues that affect and impact the workforce, while remote workers may deal with customer queries and problems via phone, email or on-site visits.