Helpdesk Job Description
Helpdesk Job Description Template
Helpdesk professionals provide technical support, troubleshoot software and hardware issues, and address user inquiries. They are accountable for maintaining smooth computer operations, ensuring user satisfaction and system functionality.
Responsibilities:
- Provide first level technical support to end-users via phone, email, or chat
- Log incidents and service requests in the helpdesk ticketing system
- Escalate incidents to appropriate teams or individuals for resolution
- Ensure timely resolution of incidents within the defined service level agreements (SLAs)
- Perform remote troubleshooting, diagnosis, and resolution of issues related to hardware, software, and network
- Conduct follow-up calls and emails to ensure customer satisfaction
- Create and maintain knowledge base articles and user guides for frequently asked questions
- Collaborate with other teams to improve the overall quality of service delivery
Requirements:
- Excellent communication skills both verbally and in writing
- Ability to troubleshoot technical issues and provide solutions to customers
- Experience with customer service and support
- Proficient in using helpdesk software and ticketing systems
- Ability to work in a fast-paced environment and multitask efficiently
- Knowledge of basic networking concepts and protocols
- Flexibility in working different shifts and weekends if required
- Ability to remain calm and patient while dealing with frustrated customers
