Help Desk Specialist

Roles & Responsibilities

• User Support and Troubleshooting

  Respond to user inquiries and technical issues via phone, email, or chat, ensuring timely resolution. Analyze problems, determine solutions, and provide accurate information to enhance user productivity.

• Ticket Management

  Utilize ticketing systems to document incidents and requests. Prioritize and escalate issues as needed, ensuring resolution according to service level agreements (SLAs). Maintain clear records of user interactions.

• System Monitoring

  Monitor IT systems and infrastructure for potential issues. Proactively identify and report system anomalies or disruptions, collaborating with other teams to address them to minimize downtime.

• Software and Hardware Setup

  Install and configure computer systems and software for new and existing users. Provide initial user setup and training, ensuring proper system functionality and user understanding.

• Knowledge Base Management

  Contribute to and maintain a comprehensive knowledge base. Create and update documentation for common issues and solutions to improve support efficiency and user self-service options.

• Security Compliance

  Ensure user adherence to security protocols and policies. Educate users on safe computing practices, report security incidents, and support access control and password management processes.

• Customer Feedback Analysis

  Gather and analyze customer feedback to identify areas for improvement in support services. Use insights to implement strategies that enhance user satisfaction and optimize help desk performance.

Typical Required Skills and Qualifications

• 2+ years of experience in technical support or help desk roles

• Proficiency in troubleshooting hardware and software issues

• Strong communication and customer service skills

• Familiarity with ticketing systems and IT support tools

• Certifications in relevant technologies (e.g., CompTIA A+, ITIL) are a plus