Tasks and Tasks of the Help Desk Technician

The main responsibilities and duties of the help desk are:


  1. React promptly to requests for assistance from users, via ticket or telephone
  2. Understand and limit the problem
  3. In the simplest cases, provide a first technical answer to the custome
  4. Connect to customer systems to check for the problem
  5. Finding solutions to malfunctions
  6. Carry out remote HW and SW interventions to restore functionality
  7. Direct the user to resolve the problem and follow him through the procedure
  8. Make sure with the user that the problem is actually resolved
  9. In more complex cases, transfer the case to the next support level ( escalation )
  10. Follow unresolved requests and ensure their rapid solution, in compliance with SLAs
  11. Contribute to feeding the repertoire of corporate FAQs with the most common requests
  12. Suggest improvements in procedure

More info:  help desk support jobs

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