IT Helpdesk Support Job Description
IT Helpdesk Support Duties & Responsibilities
To write an effective IT helpdesk support job description, begin by listing detailed duties, responsibilities and expectations. We have included IT helpdesk support job description templates that you can modify and use.
Sample responsibilities for this position include:
IT Helpdesk Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Helpdesk Support
List any licenses or certifications required by the position: ITIL, MCSE, V3, MCTS, MCP, KCS
Education for IT Helpdesk Support
Typically a job would require a certain level of education.
Employers hiring for the IT helpdesk support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Associates, Information Technology, Technical, Communication, Information Systems, Networking, Technology, Business
Skills for IT Helpdesk Support
Desired skills for IT helpdesk support include:
Desired experience for IT helpdesk support includes:
IT Helpdesk Support Examples
IT Helpdesk Support Job Description
- Occasionally be required to work evenings and weekends in response to needs of the systems being supported
- Provide premium IT support to all McKinsey employees worldwide via phone, email and chat
- Support and troubleshoot OS and standard IT applications, LAN and WAN connectivity and HW issues related to PCs and smartphones
- Resolve complex user problems and provide timely and effective solutions
- Collaborate with other internal IT support and development teams on a daily basis
- Continuously contribute to the creation and improvement of knowledge as issues/solutions arise
- Supervise team of 10-15 Helpdesk support technicians, at main and remote sites/clinics
- Be point of contact for all concerns related to helpdesk support staff
- Be responsible for monitoring and identification of service delivery constraints and develop solutions for resolving
- Implement IT customer support functions based on ITIL and CPI concepts, such as process design, review, revision and knowledge base management
- University (Bachelor) degree preferred, but equivalent knowledge and/or willing to learn through experience is acceptable
- Entry to junior level with 1 to 2 years professional experience in IT technical role
- Corresponding job knowledge and professional expertise in various computer/systems related fields
- Customer focused, with calm and reassuring demeanor towards users
- Experience in regulated industry is preferred
- 2+ years I.T
IT Helpdesk Support Job Description
- Use Remedy ARS and other tools to monitor and evaluate trends in customer support and develop appropriate scheduling and workflow processes
- Monitor Remedy survey results and follow up on customer complaints, providing feedback to employees, customer management, and contract's COR
- Act as Change Advisory Board advisor for IMD
- Independently resolve hardware and software support questions
- Use diagnostic software tools, remote management applications and Active Directory utilities
- Be the first escalation point for Tier I technicians for large customer support center
- Share and document work with team including Jr
- Perform technical troubleshooting on workstations, phones, conference room equipment
- Respond to end user requests via phone, email, trouble ticket and walk-ins
- Provide technical support & maintenance for “fully supported” and “accepted” desktop software, approved hardware (desktop/laptop/printers/internet connectivity solutions), approved customer enterprise applications
- Perform technical troubleshooting and general question assistance
- Assist with the migration from Google Apps for Work to Office 365
- Provide on-time and first class laptops, hardware procurement, A/V setup
- Support Audio Visual equipment for all-hands and large meetings
- Distinct customer orientation combined with strong sense of ownership
- Strong team spirit with the ability to work both in local and virtual team settings
IT Helpdesk Support Job Description
- Undertake small to medium-sized IT projects
- Install authorized software to laptops and desktops
- Ensuring security and upgrades are applied and kept up to date on desktops and laptops
- Antivirus installation to all desktops and laptops
- Creating purchase requisitions for IT hardware/software
- Ensuring all software purchased licensing is recorded and maintained
- Office365 Tier 1 Administration (accounts creation, pw resets)
- Setting up new users and disabling expired accounts in accordance with IT requirements
- Providing support for moves, adds, changes
- Prepare documents, meeting materials and correspondence
- Desire to learn new skills and to extend knowledge into new technologies
- Outstanding customer orientation, , ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
- Bachelor's or other post-secondary degree required
- At least 2-3 years of work experience in IT customer support
- Experience working with Windows operating system (including group policies, profiles, EFS)
- Knowledge of current connectivity technologies and VPN concepts
IT Helpdesk Support Job Description
- Perform miscellaneous job-related duties as assigned by the IT Department Head
- Flexibility to work variable/extra hours/days to meet deadlines, as required
- Provide assistance and support to colleagues in IT-related matters
- Ensure that a high level of customer service and support is provided to all internal and external customers
- Be on-call/onsite rotation outside of normal business hours as set by department head for the team
- Other Operationss duties as required
- 75% of their responsibilities will be managing and resolving incidents reported by email
- 25% of their responsibilities will be managing and resolving incidents reported by call
- Backup for basic Linux support when regular Linux person is out of the office
- Act as the primary escalation point for first line issues in need of escalation
- Experience working with Microsoft Office and functional tools such as remote control, request logging, knowledge management
- Willingness to work weekends and public holidays, if required
- Distinct customer focus, empathy and quality mindset
- Strong team spirit with the ability to work both independently and in virtual team settings
- Strong sense of ownership to effectively process and resolve issues across service lines and teams involved
- IT skills at least on a basic user level are required (you will be further trained)
IT Helpdesk Support Job Description
- Play a key role in 24 x 7 global IT support capability, including out-of-hours working and on-call
- Have flexibility with your start and end time (Mon-Sun)
- Provide technical assistance and 1st / 2nd level support for incoming queries and issues related to computer systems, software, and hardware - through remote control of computers or phone
- Administer various user accounts
- Call logging & information gathering
- Provide Windows desktop & laptop support
- Monitor network connected devices
- Actively communicate with 2nd / 3rd level support teams
- Train users in the groups or individually
- Report to the service desk team leader
- Advanced knowledge of Polish, French, German or Portuguese language both spoken and written is an advantage
- You should enjoy helping to solve problems for people and have good analytical and problem-solving skills
- Prepares new computers and printers, installs new software, and applies updates to existing software
- Performs diagnostic tests within a complex integrated environment including multi-vendor software and within a segmented network
- Reports malfunctioning equipment, and makes arrangements for repair
- Adheres to the escalation guidelines as defined or outlined by senior management, timely reports all unresolved issues to senior management