Helpdesk Specialist job description
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What does a Helpdesk Specialist do?
The Helpdesk Specialist is crucial in delivering technical support and resolving user issues promptly to ensure seamless operation of company IT systems. Through expert troubleshooting and customer service, this role contributes to maintaining high levels of user satisfaction and operational efficiency.
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What are the Key Responsibilities of Helpdesk Specialist
- Provide first-level support to end-users via phone, email, or in-person.
- Diagnose and troubleshoot hardware and software issues.
- Document and escalate complex issues to higher-level support teams.
- Set up and configure new computer systems and applications.
- Maintain detailed records of user interactions in helpdesk software.
- Collaborate with IT teams to enhance system processes.
- Provide basic training and guidance to end-users.
What are the Skills and Requirements for a Helpdesk Specialist?
- Strong problem-solving and analytical skills.
- Excellent communication and customer service abilities.
- Proficiency with Windows and Mac OS systems.
- Familiarity with ITSM software like ServiceNow or Zendesk.
- Ability to work in a fast-paced environment and handle multiple tasks.
What are the KPIs to track for Helpdesk Specialist?
The Helpdesk Specialist's performance is evaluated by resolution time, user satisfaction scores, and the ability to handle and resolve technical issues efficiently.
Resolution Time
Minimize the average time taken to resolve user issues.
User Satisfaction
Achieve high satisfaction ratings from users post-interaction.
Issue Resolution Rate
Increase the percentage of issues resolved without escalation.
Reports to
IT Support Manager
Collaborates with
IT Infrastructure Team
Leads
Junior Support Staff
Are any specific tools or software required for the Helpdesk Specialist role?
- ServiceNow
- Zendesk
- Remote Desktop Tools
- Office 365
- Active Directory
What is the qualification of Helpdesk Specialist?
Associate's degree in Information Technology or related field, with 1-2 years of experience in a technical support role.
