help desk support job descriptions

help desk support job descriptions:

A Help desk support specialists is a reference person who provides technical assistance and support for computer systems, hardware and software. Their job is to answer questions and deal with system and user problems in a timely and professional manner. The customer service department works with the IT team and communicates frequently with system and computer users throughout the company. The helpdesk staff will train users to learn the basics of systems and computers. Understanding and maintaining day-to-day system performance, the ability to troubleshoot customer problems and the built-in ability to track and trace are important aspects of the daily operation of the help desk.

The daily tasks of the support team vary according to the needs of the user or system on a particular day. Customer service can arrange updates, upgrades, and maintenance tasks, but there's always an unexpected problem on any given day. This means that many service department employees act as the first point of contact when a user encounters a hardware, software, or system problem. Many teams work on ticket systems, so each member of the service desk has to complete and close daily various ticket and maintenance tasks. Although their role is more of a technical nature, it is important that customer service professionals have the tolerance and patience, with strong communication skills, to facilitate frustrated users. For many supervised projects, customer service is usually responsible for:

• Monitor and respond quickly to incoming requests relate to IT issues.
• Maintain computer systems and act as support if any system goes down.
• Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
• Maintain user PCs, including upgrades and configuration as needed.
• Assist with onboarding of new users.
• Keep inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.