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

Troubleshooting

When customers or employees experience technical difficulties, they telephone a call center, 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

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

When computer hardware needs repair, technicians pick up the computer or arrangefor 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

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

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.

References

• Santa Rosa Junior College
• U.S. Bureau of Labor Statistics