IT Help Desk Technician
Job Description Template

Job Overview

We are looking for an IT Help Desk Technician to join our Customer Services team. As an IT Help Desk Technician, your role is to diagnose and resolve all the issues our customers are facing and providing them solutions as early as possible. Technical support and technical assistance are the two major responsibilities that you are expected to carry out in this role.

You will be the primary point of contact for our customers. You are responsible to provide the best customer service services to our clients in the best possible way. You will have to troubleshoot both hardware and software issues and fix the problems in their computer systems and mobile devices. 

You should be well-versed with the knowledge of all technical procedures in order to be successful in this role. Excellent communication skills and problem-solving skills are the key requirements for this role.

If you think you can troubleshoot the technical issues efficiently then send in your applications to become part of our team.

Responsibilities

• Understand the nature of the issues the customer is facing and provide adequate solutions for the same.

• Respond to customer queries and complaints.

• Troubleshoot technical inadequacies by obtaining required information from the customer over phone or email.

• Report difficult or complex issues to the Help Desk Manager. Try finding a feasible solution as soon as possible.

• Provide excellent customer service to the clients.

• Follow up with the customers on a regular basis.

• Maintain the record of common issues related to customer complaints and report them to higher management.

• Determine potential issues and get them resolved beforehand.

• Suggest improvements in the existing procedures.

• Ensure that all the issues are resolved on time.

Requirements

• Bachelor’s degree in Information Technology or Computer Science or similar field.

• Proven experience of working as an IT Help Desk Technician or Help Desk Specialist or relevant role.

• Hands-on experience in resolving technical issues.

• Familiarity with database management systems such as Oracle and SQL. 

• Excellent communication and interpersonal skills.

• Excellent problem-solving abilities

• Team management skills.

• Should be a patient listener.