Help Desk Specialist Job Description Template
The Help Desk Specialist is the first point of contact for customers seeking technical assistance. They perform initial diagnosis and troubleshooting of customer issues and provide resolution or escalate when necessary. The Help Desk Specialist must have excellent customer service skills, be able to work in a fast-paced environment, and have basic technical knowledge. Other responsibilities include maintaining accurate documentation of customer requests and updating the knowledge base with new solutions.
Help Desk Specialist Job Responsibilities
- Provide technical assistance and support for computer systems, hardware, or software.
- Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.
- May provide training to new or current employees on how to use various computer programs.
- Install, modify, and repair computer hardware and software.
- Manage network servers and technology tools.
- Monitor performance of computer systems and networks.
- Test and evaluate new technologies.
- Research ways to improve system performance
Objectives
- To provide excellent customer service and technical support to customers
- To troubleshoot customer issues and escalate when necessary
- To maintain knowledge of company products and services
- To document customer interactions and solutions in ticketing system
- To upsell company products and services when appropriate
- To meet or exceed individual and team performance goals
Help Desk Specialist Job Skills & Qualifications Needed
- A help desk specialist should have excellent customer service skills and experience in a customerfacing role. They should be able to troubleshoot technical issues and have basic knowledge of common computer programs and hardware. Help desk specialists should also be able to type quickly and accurately, as they will often be required to communicate with customers via chat or email.