- Take on initial telephone or email inquiries from clients
- Logging call / email activity
- Manage help desk software or ticket system
- Troubleshooting and managing simple software, hardware or network issues
- Provide help regarding the company product or services
- Stay up-to-date with updates, changes within the company
- Research questions on available resources (FAQ manual)
- Delegate difficult problems to the second level support
Important skills for help desk support specialists include:
- Excellent communication skills
- Troubleshooting and problem-solving
- Ability to explain technical information clearly
- Ability to prioritize and multitask efficiently
- Knowledge of call tracking applications
- Collaborative team spirit
- Analytical and process-oriented approach
- Ability to learn new software and hardware
- Attention to detail and organizational skills
- Ability to perform diagnostic tests
- Ability to create case notes and error logs
- Good identifying process improvements
Read More: it help desk job
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