What are the daily tasks and responsibilities of help desk support?

  • 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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