Main Responsibilities and Required Skills for Help Desk Specialist
A Help Desk Specialist is a professional who provides technical support to customers or users of a company's products or services. They troubleshoot and resolve computer and network related problems and respond to incoming inquiries from helpdesk ticketing system, email, phone, and chat. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Help Desk Specialists.
Get market insights and compare skills for other jobs here.
Main Responsibilities of Help Desk Specialist
The following list describes the typical responsibilities of a Help Desk Specialist:
Achieve
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Act
Act with initiative and maintain a proactive approach.
Alert
Alert management to recurring problems and patterns of problems.
Analyze
Analyze customer prepared requests for acquisition and life-cycle replacement.
Analyze Level II problems and take appropriate action to resolve or escalate problems.
Analyze staff needs, identify vulnerabilities, boost efficiency and accuracy.
Answer
Answer all phone calls within the response time goals for the Help Desk team.
Answer help desk calls live when possible.
Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
Answer Service Desk phones in a timely and efficient manner.
Ask
Ask questions to determine nature of problem, walk customer through problem-solving process.
Assist
Assist in office renovations, moves and new builds.
Assist the DevOps team interfacing corporate and production networks.
Assist the IT Team with the IT Ticketing system.
Assist with moves of equipment within offices and between offices as required.
Assist with product adoption needs ranging from user activation to product demonstrations.
Balance
Balance incoming support calls, emails, and tickets at the same time.
Build
Build, configure, deploy Windows 10 workstations.
Clean
Clean up computers, run diagnostic programs to resolve problems.
Collaborate with
Collaborate with team to ensure adequate support coverage and optimal team processes.
Collect
Collect feedback to determine patterns and issues that can be resolved.
Communicate
Communicate with prospects, leads, and users through email, phone, chat and web conference.
Complete
Complete After-Hours Report.
Complete all mandatory training as required.
Complete market research and sales analysis as required.
Conduct
Conduct Computing training classes for new employees.
Contact
Contact vendors for warranty service in accordance with government-obtained service contracts.
Contribute to
Contribute to updating and creating accurate client-facing product Help documentation.
Coordinate
Coordinate and participate in installation and renovation projects.
Coordinate the set up of overall project governance (e.g. project org charts.
Coordinate with other IT staff members as appropriate for the resolution of problems.
Create
Create and maintain technical and non-technical documentation.
Create, disable, or delete user accounts upon hire or termination of employee.
Create product support resources including articles, videos, lessons, and webinars.
Create user guides where appropriate, and input into IT policies to support scale.
Determine
Determine the best solution based on the issue and details provided by users.
Develop
Develop and deliver classroom training (presentation, work instructions, exercises).
Develop and enhances Service Desk documentation / knowledge and educates end users on applications.
Develop new business or expands the product line with the client as applicable.
Develop Product Expertise.
Develop proficiency in Google Analytics and other common digital marketing tools.
Diagnose
Diagnose and troubleshoot common Office365 and Microsoft Windows 10 issues.
Direct
Direct experience developing and delivering classroom instruction related to IT.
Direct unresolved issues to the next level of support personnel.
Display
Display empathy for our customers and their day-to-day challenges.
Document
Document all communications in a ServiceNow ticket system, escalate tickets as needed.
Document problem resolutions to build an internal Knowledgebase per established procedures.
Document the problem and your solution to help your team in the future.
Document, track, and monitor the problem to ensure a timely resolution.
Enforce
Enforce and comply with all Payment Card Industry Data Security Standards.
Engage
Engage in Process Improvements.
Ensure
Ensure the timely delivery of quality technical support to internal and external customers.
Enter
Enter PO's for all It Orders.
Enter, update, and close Incidents in IT Service Desk.
Escalate
Escalate issues within Service Level Agreements, follows up and updates.
Follow
Follow all NEC policies, procedures and regulations.
Follow specified procedures on the use of said system.
Follow up
Follow up and update customer status and information.
Follow up with employees to ensure issue has been resolved.
Follow up with our restaurants and service vendors to ensure prompt service delivery.
Gather
Gather customer feedback and share without internal teams.
Gather data and provides basic troubleshooting techniques for all computer.
Handle
Handle all inbound queries and advocate resolutions to issues in a timely, accurate manner.
Handle PC hardware / Printers / RF Guns / software builds and upgrades.
Help
Help users sync document libraries.
Identify
Identify and install required drivers.
Identify and suggest possible improvements on procedures.
Identify customer requirements.
Identify, research, and resolve functional and technical problems.
Identify technology solutions based on analysis of customer support needs.
Implement
Implement and monitor daily backup and recovery procedures.
Incorporate
Incorporate feedback into training and adjusts class content as needed.
Inform
Inform customers about new features and functionalities.
Initiate
Initiate and / or update systems.
Initiate a response, track, update, review, and conclude actions in Remedy.
Install
Install computer peripherals for users.
Install encryption systems used to protect the data of portable systems such as laptops.
Install, modify, and repair computer hardware and software.
Install network printers and scanners.
Install software onto desktop computers and set up hardware and software for new users.
Interact with
Interact with both internal and external clients in a multi-tiered environment.
Interact with other corporate help desks to assist users in finding solutions for non-local issues.
Interact with technology partners on any production issues effecting Operations.
Keep
Keep and maintain system availability metrics and include in Weekly Status Report.
Keep customers informed of ongoing incidents and requests.
Keep updated on current network information and perform call tracking.
Lead
Lead multiple project managers supporting various projects with the client.
Learn
Learn from a team of IT professionals with many years of IT experience.
Liaise with
Liaise with Business Partners and internal support for system and / or partner.
Maintain
Maintain accurate inventory and status of all NSD-owned laptops.
Maintain accurate inventory databases, assets lifecycle and spare supplies.
Maintain accurate metric reporting to clearly understands performance-to-date and goal percentages.
Maintain a high level of customer satisfaction.
Maintain an accurate inventory of IT equipment.
Maintain a positive and friendly attitude towards all customers.
Maintain currency on technology and service capabilities.
Maintain current server hardware and software.
Maintain friendly and helpful demeanor with customers at all times.
Maintain good organization and follows each customer service issue through to completion.
Maintain logs and records of Help Desk calls per established procedure.
Maintain the health of the remote internal workforce using remote monitoring and scripting tools.
Manage
Manage and utilize Ghost server for desktop / laptop imaging.
Manage entire resolution process for customer problems / requests.
Manage equipment returns, overview and configuration of them, to assist in WorkStation Procedures.
Manage oversight for installation team and build projects.
Manage revenue forecasting and tracking for assigned projects.
Manage the resolution process for customer problems / requests.
Manage user accounts and implement access control policies.
Measures
Measures potential jobs to determine price and planning.
Meet
Meet and exceed weekly and monthly production goals.
Meet or exceeds departmental response time goals.
Monitor
Monitor and respond quickly and effectively to requests received from end-users.
Monitor customer complaints on social media and reach out to provide assistance.
Monitor daily incidents affecting users, correct, and or initiate incident response tickets.
Offer
Offer and implement IT solutions for company's current and future needs.
Open
Open a new Incident describing the issue for each new call received.
Participate in
Participate in RMF support.
Participate in systems engineering planning activities.
Participate in team on-call rotation.
Participate in the after-hours coverage on-call schedule and provide coverage.
Partner with
Partner extensively with Production to achieve the highest level of customer satisfaction.
Partner with ICT and business contacts and effectively communicates.
Perform
Perform application level maintenance and add, moves and changes of user accounts.
Perform basic repairs of desktop PCs and printers.
Perform bulk imaging / configuration for 15 or more devices.
Perform hardware and software technical refresh efforts.
Perform other duties and activities as assigned, or as responsibilities dictate.
Perform other related duties incidental to the work described herein.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Perform troubleshooting, remotely or in person, in order to diagnose system errors and other issues.
Perform user maintenance in Active Directory and Lasko specific applications.
Place
Place hardware service tickets when appropriate.
Prepare
Prepare sales reports, price analysis, comparisons and customer call reports as required.
Prepare status reports on system checks, relocation preparation, and relocation support.
Prioritize
Prioritize incoming requests.
Provide
Provide 24x7 Help Desk support as defined by first response / Tier 1 and 2 support.
Provide accurate information on IT products or services.
Provide basic instructions on how to use services to both external and internal customers.
Provide basic user assistance with the use of desktop applications and approved software.
Provide Customer Troubleshooting and Support.
Provide first level of customer support in a fast-paced environment via phone or email.
Provide "first look” network administration as required.
Provide health and status monitoring, and taking appropriate measures when a service outage occurs.
Provide proactive insights / suggestions for enhancements and improvements.
Provide property officer with updates on locations of items whenever assets are moved.
Provide support for IT services to internal customers.
Provide support for local phone systems as necessary.
Provide support to end users on a variety of issues.
Read
Read the new tickets that were assigned to you and organize your day and priorities.
Receive
Receive customer trouble tickets and service requests for desktop support.
Receive phone support calls from bank users and quickly resolve technical issues.
Record
Record and keep track of all required information for accurate reporting.
Record details of interactions into the internal Customer Resource Management system.
Record events and problems and their resolution in our issue tracking system.
Refer
Refer problems requiring in-depth analysis to the appropriate team.
Report
Report regularly to supervisor any critical, outstanding or unresolved problems.
Resolve
Resolve user network resource application questions and problems.
Respond to
Responds promptly with appropriate solutions.
Responds to and diagnoses problems through discussions with users.
Responds to queries and determines and implements solution.
Respond to email messages for customers seeking help.
Respond to incoming inquiries from helpdesk ticketing system, email, phone, and chat.
Respond to queries either in person or over the phone, train computer users.
Respond to user requests for help with IT systems.
Review
Review SOWs and pricing tools during pre-sales.
Run
Run diagnostic programs to resolve problems.
Set up
Set up USB docking stations with multiple monitors.
Stage
Stage data in the practice system and check for proper set up.
Summarize
Summarize steps taken in ticket log.
Support
Support and deployment O365 and Office 2016.
Support local and remote staff technology.
Support the Customer's efforts to share and distribute information by electronic means.
Support the imaging, maintenance, and issuance of the company's internal laptop fleet.
Take
Take overflow incoming calls from UCBI branch locations.
Take ownership of incident identification through resolution.
Test
Test new hardware and software systems and packages prior to deployment.
Track
Track IT hardware as it is received and store on-hand equipment in an orderly fashion.
Train
Train team leaders, PRAs and other staff with DR / BCP processes.
Triage
Triage support requests based on urgency.
Troubleshoot
Troubleshoot and resolve computer and network related problems.
Troubleshoot and resolve the service requests.
Troubleshoot customer accounts and users' ability to logon to the collaboration environment.
Troubleshoot hardware and coordinate repairs with remote office and third-party maintenance.
Update
Update systems check checklists, operational checklists, and related documentation.
Use
Use network management tools and assign ticket numbers for outages in Remedy.
Use of imaging software to expedite large equipment roll-outs.
Use Salesforce to document ticket details.
Use system designated by departmental management to track user requests for assistance.
Utilize
Utilize available tool sets to monitor, identify and resolve basic problems.
Verify
Verify trouble ticket closure status with customers.
Walk through
Walk customer through problem-solving process.
Walk the customer through the problem-solving process.
Work
Work on special projects as required.
Work on tickets assigned to the IM / IT Service Desk queue in Remedy.
Work well over the phone.
Work with other technical teams to resolve large scale issues.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Help Desk Specialist:
Windows
Apple
CCNA
Linux
Servers
Information Systems
CNE
Computer Technologies
Diagnose And Fix Hardware
It Troubleshooting
MCSE
MCTS
Network Infrastructure
Networking
Switches And Routers
Troubleshooting Network
Most In-demand Soft Skills
The following list describes the most required soft skills of a Help Desk Specialist:
Written and oral communication skills
Troubleshooting skills
Problem-solving attitude
Leadership
Interpersonal skills
Attention to detail
Commitment
Attendance
Reliability
Self-motivated
Accurate
Analytical ability
Adapt styles to the situation and context
Creative
Organizational capacity
