Help Desk Specialist Job Description

A Help Desk Specialist job description template to hire for your Customer Service department.

About the Help Desk Specialist Position

We're looking for a customer service oriented Helpdesk Specialist to provide technical support to users in an efficient and accurate manner. You're going to be on the company's front lines٫ and you will solve basic technical problems and provide support for all assigned areas.

It'll be your job to make sure that customer issues get resolved٫ that we maintain the high standards set forth by the company٫ and the customer is satisfied.

Help Desk Specialist Responsibilities

  • Provide first level contact and communicate resolutions to customer issues
  • Properly escalate unresolved questions to the next level of support
  • TrackŮ« route and redirect problems to correct resources
  • Update customer data and generate activity reports
  • Walk customers through problem-solving process
  • Follow up with clientsŮ« provide feedback and see problems through to resolution
  • Use excellent customer service skills to exceed customers’ expectations
  • Ensure proper recordingŮ« documentationŮ« and closure of issues
  • Recommended procedure modifications or improvements as needed
  • Preserve and grow your knowledge of help desk systemsŮ« productsŮ« and services

Help Desk Specialist Requirements

  • Proven working experience in providing help desk support
  • Proficiency in English
  • Working knowledge of help desk softwareŮ« databasesŮ« and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information TechnologyŮ« Computer Science or equivalent

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