What does a DesK Help Technician do? Work and Duties of the IT Help De

The help desk technician provides remote support to solve IT and electronic problems . It is the first point of reference for users who need technical assistance : the help desk receives the request for support via email, chat or phone call and guides the user to solve the problem as quickly as possible. Doing so also helps to ensure a high level of customer satisfaction .

Let's see in more detail what an IT help desk does :

The help desk receives assistance requests for hardware or software problems : requests are managed through a special program, called ticket management or problem management . These programs automatically organize requests and divide them by priority , criticality, topic or type of user (for example private or business ) and allow you to keep track of all interactions between the company and the user.

Taking charge of the " ticket " (ie the request for assistance), the help desk operator asks the user for all the information necessary to correctly evaluate the nature of the problem, identify causes and possible solutions . If necessary, the help desk technician intervenes with diagnostic tools and remote desktop sharing to assist the customer and to verify the correct functioning of the systems and programs.

Once the solution has been identified, it guides the user through the different steps to overcome and solve the problem - for example, reboot the system, update the installed product, change the settings, reset a password , enter new access credentials.

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