Help Desk Job Description
Help Desk Duties & Responsibilities
To write an effective help desk job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk job description templates that you can modify and use.
Sample responsibilities for this position include:
Help Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk
List any licenses or certifications required by the position: MCSE, MCITP, CE, MCP, ITIL, ONE, HDI, OS, MOS, II
Education for Help Desk
Typically a job would require a certain level of education.
Employers hiring for the help desk job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Associates, Information Technology, Computer, Business, Technology, Management, Communication
Skills for Help Desk
Desired skills for help desk include:
Desired experience for help desk includes:
Help Desk Examples
Help Desk Job Description
- Ensures that the rigorous application of information security/information assurance policies, principles, and practices to the delivery of application software services
- Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company
- Perform support for across current desktop environment including Windows XP, Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11
- Participate in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location
- Perform hard drive encryption, decryption, recovery, and administration via MacAfee Safeboot and Windows Bitlocker Configure, test, and modify user accounts, devices, and profiles from enterprise servers and systems
- Determine the urgency of need based on impact to business and speed of resolution
- Enters tickets into the call tracking tool
- Completely document tickets with detailed information that allows Tier II teams to continue working the ticket without causing downtime to the end user
- Work through phone calls, chat and self-service incidents requests submitted by customers
- Master client’s proprietary software
- Must have the mindset that they are the face of IT and as such, must be professional when working with users, suppliers or remote users at all times
- Candidate must a self-starter, have the ability to multi-task, work with limited supervision, and have solid verbal and written communication skills
- Must demonstrate strong sense of urgency regarding solving end-user issues and strong work ethic
- Associate Degree in Computer Science, Information Technology or a related business area is required
- A+ and/or MCDST are a plus
- Knowledge of Windows 7 support and mobile devices
Help Desk Job Description
- Answering incoming phone calls for technical support
- Answering emails and voice mails for support
- Receive inbound calls and tickets to diagnose, troubleshoot and resolve employee request
- Respond promptly to escalations for technical support via phones and emails
- Participate in information technology projects
- Administering Microsoft Exchange Server
- Technical support in a p Windows 0 Mac environment
- Explaining complex technologies in a user friendly and simple way
- Performs basic installations to provide system upgrades
- Inspects installations to ensure optimal operation
- Experience with authoring user documentation (user guides, ) and, training
- Must be client focused with the ability to interface with various User requests in professional/polite manner
- Must have prior Application User Experience/Support experience
- Must be able to quickly support the trouble shooting of application, process, or technology issues
- Must be local to the BRW area (needed onsite at client in Bridgewater, NJ)
- Must have prior Life Sciences experience
Help Desk Job Description
- Assist in the testing of new software and hardware before deployment to user
- Documents and reports completed work to meet departmental requirements
- Installs and configures standard technology products to complete customers’ work orders utilizing approved tools and following defined practices
- Receives and completes requests for support and services to ensure compliance with procedures
- Perform first line support, troubleshoot, diagnose and resolve Network, System, Desktop, and User issues
- Open, track and escalate requests via Helpdesk System
- Utilize between call time to process customer escalations and Web Portal tickets
- Frequently speak and listen using a headset, sit for longer periods of time working at a computer
- Set-up IT requirements for all company events
- Respond to telephone calls (both during business hours and after hours as required), email and help desk requests for technical support on time with a positive outlook and sense of priority
- Must be comfortable learning new workflow application (training will be provided)
- Prior understanding of Review & Approval process would be ideal
- Duration for 2 months and 2 weeks duration starting Sept 1
- Experience managing and administering Service Desk tool sets, application, KM, instructions, procedures
- Must have High School degree
- Must have 6 months of Help Desk experience
Help Desk Job Description
- Reconfigure network settings for affected printers and workstations
- Work closely with executive management team to make sure problems are solved to their satisfaction
- Act as an escalation point for advanced or difficult help requests to IT
- Support Apple products and technologies, including iPod Touch, iPhone, and iPad devices
- Provide off hours support on a rotation schedule for the company’s retail locations and Fulfillment Center
- Answers phone calls and chats for customer issues and request for IT services
- Actively monitors Service Desk call queue
- Ensures customer satisfaction by meeting customer needs in courteous and timely manner
- Ensures ticket quality (i.e., correct CI, Product, assignee and owner)
- Fully leverages available tools, processes and info (Service, Chat, knowledge articles, Helpful Links, tip sheets, quick ref)
- Position requires shift work and on call support to 24/7 operations
- USDA FSIS and BMC Numara Footprints ticketing system experience preferred
- 1-2 years of experience working with "service desk ticketing tools" preferred
- Maintain an acceptable level of technical knowledge on our company's applications and services
- Analyze, document, and escalate critical issues to appropriate support groups
- Monitor and ensure timely escalation of customer issues to internal organizations or vendors
Help Desk Job Description
- Distinguishes between Incidents and Service Requests (Tasks) and complete requests within SLA
- Ensures timely resolution of issues or escalates on behalf of customer to appropriate technical support team(s)
- Actively participates in Service Desk Chat
- Provides case status updates to customers
- Monitors and manages his/her ticket queue and document solutions using knowledge management articles and other approved resources
- Performs follow-up on customer inquiry with appropriate support teams involved in resolution to ensure incidents are addressed appropriately and provide customer with status update
- Demonstrates a high degree of employee motivation and morale, departmental and interdepartmental cooperation
- Supports current desktop environment including Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11
- Participates in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location
- Complies with Incident Management processes
- Work is completed with some supervision
- 1-2 years of experience working with "service desk ticketing tools" preferred (Service Now, HP)
- At least one year of help desk experience
- Working experience and/or knowledge of virtual machines (VMware, Hypervisor, Oracle virtual machines) where they're able to troubleshoot unresponsive VM's, issues with the OS, and can follow procedures and follow through until resolution or escalation
- Ticketing system experience or experience working with a service request system
- Candidate should have excellent customer service skills