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Help Desk Specialist Job Description

joseph cole

Updated on January 30, 2023

This Help Desk Specialist job description template can be posted to online job forums and career pages to recruit candidates. You can modify the requirements and responsibilities given in this template according to the specific need of your company.

Key Responsibilities

  • Provide initial contact by suggesting solutions to customers’ issues
  • Escalate unresolved issues to higher-level support
  • Identify, track, route, and redirect problems to relevant persons/departments

Job Statement

We are hiring a qualified Help Desk Specialist for joining our company and providing timely as well as accurate technical assistance to our customers.

What does a Help Desk Specialist do?

A Help Desk Specialist acts as the front line of a company by providing support and solving basic technical issues. The ultimate goal is to ensure customer satisfaction by providing quality and timely support.

Job Responsibilities

  • Providing initial contact by suggesting solutions to customers’ issues
  • Escalating unresolved issues to higher-level support
  • Identifying, tracking, routing, and redirecting problems to relevant persons/departments
  • Utilizing customer service qualities for exceeding customers’ expectations
  • Ensuring proper documentation, recording, and closure of customers’ issues
  • Recommending modifications as well as improvements in procedures
  • Preserving and growing knowledge of the company’s products/services as well as help desk processes for ensuring quality services
  • Updating customers’ data and also producing activity reports
  • Walking customers through the problem-solving procedure
  • Following up with the customers, providing feedback, and seeing problems to the proper resolution

Job Requirements

  • At least a Bachelor’s degree in Computer Science, Information Technology, or a relevant field
  • Prior experience as a Help Desk Specialist
  • Experience with help desk databases and remote troubleshooting procedures
  • Sound knowledge of help desk systems as well as best practices
  • Customer-oriented attitude with excellent problem-solving skills
  • Ability to multitask while working in a fast-paced environment
  • Strong verbal as well as written communication skills
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