IT Help Desk Technician job description template Workable

A service desk engineer is responsible for providing technical support for customers experiencing computer problems. A service desk engineer is a front-line computer technician who interacts directly with customers. help desk engineer The person in this job is a technical support employee who helps people troubleshoot computer problems. A technician must have strong communication skills and the ability to solve technical issues.

Also, keep in mind that analytical thinking is a transferrable talent that can help you thrive in various professions. Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise. Working with our NOC team, responsible for escalations on all desktop, network and server infrastructure service tickets to ensure service levels are maintained. All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. To be successful in this role, you need to have strong communication skills, be able to think critically, and be comfortable working with technology. You should also be willing to learn new things and take on new challenges.

ITIL® Service Design

Post the support engineer opening to job boards & track applications now. Some Help Desk Clerks may need to spend several hours at a time at a desk. They may be expected to work overtime or on weekends past traditional office hours to more assist customers during times that are more convenient for them.

  • The company currently has an Australian based development team deployed on the production of new mobile and web based applications and on the maintenance of existing server and PC based applications.
  • The goal is to create value for clients that will help preserve the company’s reputation and business.
  • Providing customers with support for corporate owned assets , which will include basic help desk support up to advanced troubleshooting.
  • We have included helpdesk engineer job description templates that you can modify and use.
  • Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
  • An IT help desk job salary can depend on the company and where you work.

Strong problem solving abilities are also preferred to find solutions to common computer issues. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company.

Hiring IT Help Desk Technician job description

Additionally, information engineers earn a higher salary in the technology industry compared to other industries. Additionally, help desk engineers earn an average salary of $67,498 in the finance industry. Desktop support specialists tend to make the most money in the finance industry by averaging a salary of $53,933. In contrast, help desk engineers make the biggest average salary of $67,498 in the finance industry. In this section, we take a look at the annual salaries of other professions. On average, the desktop support specialists annual salary is $7,482 lower than what help desk engineers make on average every year. Once you’ve obtained the level of education you’re comfortable with, you might start applying to companies to become a help desk engineer.

help desk engineer roles and responsibilities

The next role we’re going to look at is the desk support technician profession. In fact, they earn a $11,729 lower salary than help desk engineers per year. IT technical support staff diagnose and solve software and hardware problems for computer users. Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour.

Help Desk Technician Job Description Template

Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. Business owners can 500apps to get accurate, timely data that can help them make decisions better. 500apps aggregates the most accurate data and connects you with decision-makers and their confidants with ease.

  • Everyone hates making the call to their cable company, cell phone company or any customer service specialist, but you need some help in these situations.
  • Vet application defects with leadership team and work closely with QA and Development Teams to resolve application issues.
  • Ensured the consistent achievement of service level agreements by conducting regular audit reports for desktop systems.
  • Telsyst February 26, 2014 It’s a dirty job but someone has to do it.
  • This trait is highly appealing to businesses; almost every firm wants to hire people who are lifelong learners.

This entails making your present end user’s problem appear to be your top concern, even if you do not consider it to be a critical issue. Treat each end user’s problem as if it were urgent, and tell callers that their issue is important to you and that you are dedicated to resolving it. Let us understand the help desk skills required for a support agent to provide seamless customer support. Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues. Responds to requests for technical assistance in person, via phone and email. Diagnose, research and resolve tier 1 technical hardware and software issues. Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person.

Sample Questions

Every day, our 2300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People. The person a Help Desk Clerk reports to typically depends on the type of organization they work for. Those who work for tech companies may report directly to the IT Director with client feedback. The IT Director may also provide them with input on their performance and recommendations for how to improve their communication with customers. They may also provide Help Desk Clerks with important updates from the IT department for them to relay to customers.

  • Also, keep in mind that analytical thinking is a transferrable talent that can help you thrive in various professions.
  • Using help desk engineers and information engineers resumes, we found that both professions have similar skills such as “technical support,” “troubleshoot,” and “active directory,” but the other skills required are very different.
  • Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
  • The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences.
  • All the apps are very handy as we have the best customer success consultants working together with our Sales Director.

Computer programs rely on passwords and tight security controls to protect the information stored in the system. A service desk engineer typically handles the password authorization controls for a company. He is the person responsible for enabling and disabling passwords for computer software used by a company. It offers the opportunity to work with a variety of technologies, solve problems, and help people. You’ll also learn a lot on the job, which is important for staying current in your field.

When they eventually reach you, it’s understandable that they’ll be irritated. You must be patient in order to calm them down and win their trust and confidence. It entails making the most of your time in order to provide the greatest value to your end consumers.

help desk engineer roles and responsibilities

Start your help desk job description with an introduction to your company or service. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. Take this chance to make your position stand out from other competing job listings, by painting a picture that makes it easy for potential candidates to imagine working for you.

Help Desk Clerks who work in larger organizations may serve on a team of other Help Desk Clerks with a Supervisor who oversees their progress. They may conduct one-on-ones with Help Desk Clerks, build their schedules and assign them their daily tasks.

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