Work

Help Desk Duties & Responsibilities

Help desk technicians serve outside customers or internal employees of a company, assisting with a variety of functions related to computers, software, Internet, and email Anyone who owns or operates a computer has probably needed help at one time or another. IT help-desk technicians assist users in resolving a computer problem. In addition to computer expertise, the help-desk technician must possess the patience to work with users and guide them through the steps to resolve the problem. They also need to know when to ask for additional help.

Troubleshooting

1. When customers or employees experience technical difficulties, they telephone a call centre, where a help desk technician answers and diagnoses the problem. Technicians provide step-by-step solutions to the caller or use remote access to take control of the computer and remedy the problem.

Installation

2. Internal help-desk technicians visit office locations to deliver and set up new computer systems. They also install new programs, printers, and other peripherals.

Repair

3. When computer hardware needs repair, technicians pick up the computer or arrange for its transportation. If it cannot be fixed internally, the technician arranges for repair from an outside service and ensures that the hardware is delivered.

Tracking

4. Technicians keep records of callers, the problem experienced, and the resolution. If a problem is not immediately fixed, the help desk technician follows up with additional instructions or information.

Customer Service

5. Whether dealing with internal employees or outside customers, help desk technicians are responsible for delivering friendly, prompt service. Often, their calls are monitored or recorded to ensure that customer service standards are being met.

6. Customer Assistance

Help-desk technicians respond to user inquires by telephone or email. When users call with a computer problem, technicians...