Help Desk Support

A Help Desk Clerk, provides real-time support to users/clients requests for assistance by identifying problems, researching answers, and guiding them through corrective steps, with a goal of first contact resolution.

Top Skills and Abilities:

  • Advanced collaboration, communication, and interpersonal skills.
  • Strong organizational skills
  • Proven analytical and problem-solving abilities
  • Ability to handle a high volume of support tickets
  • Strong documentation skills
  • Apply diagnostic utilities to aid in troubleshooting

Top 3 Tasks:

  • Document all pertinent end user identification information, including name, contact information, and nature of problem or issue.
  • Resolving incoming customer and/or personnel IT queries remotely via email, phone, screen sharing or remote control.
  • Use a ticket or issue tracking system to monitor and respond quickly to incoming requests for IT assistance by identifying problems, researching answers, and guiding users through corrective steps.

Overview

Help desk analysts, are technical professionals  who help users resolve issues with computer technologies. Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed. 

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish desired tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools.

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business’ needs regarding their ability to sufficiently serve their customers or users.

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