IT Help Desk Technician job description
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What does a IT Help Desk Technician do?
The IT Help Desk Technician is essential in providing technical support and troubleshooting assistance to ensure smooth operation of the company's IT systems. This role is vital for maintaining productivity by resolving user issues promptly and efficiently.
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What are the Key Responsibilities of IT Help Desk Technician
- Respond to user inquiries via phone, email, or chat.
- Diagnose and resolve hardware and software issues.
- Install, configure, and update computer systems.
- Maintain accurate records of all support requests in the ticketing system.
- Assist with network connectivity problems.
- Provide guidance on using company software applications.
What are the Skills and Requirements for a IT Help Desk Technician?
- Strong knowledge of computer hardware and operating systems.
- Proficient in troubleshooting techniques for various software applications.
- Excellent communication skills for interacting with users at all levels.
What are the KPIs to track for IT Help Desk Technician?
The performance of an IT Help Desk Technician is evaluated based on response time to support requests, resolution rate of technical issues, customer satisfaction scores from end-users, and adherence to service level agreements (SLAs).
Response Time
Quickly address incoming help desk tickets within SLA guidelines.
Resolution Rate
Efficiently resolve a high percentage of technical issues on first contact.
Customer Satisfaction
Achieve positive feedback from users regarding support interactions.
Reports to
IT Support Manager
Collaborates with
Network Administrators, System Engineers
Leads
Are any specific tools or software required for the IT Help Desk Technician role?
- ServiceNow
- Jira Service Desk
What is the qualification of IT Help Desk Technician?
Associate's degree in Information Technology or related field; 1-2 years experience in a help desk environment preferred.
