What Is Help Desk Customer Service?

Help desk customer service provides computer support.

Help desk customer service technicians provide technical support to computer users. The technicians need to possess both customer service skills and a technical acumen for troubleshooting concerns and providing solutions.

Primary Duties

Help desk technicians, via phone calls, email exchanges and online chat, assist customers with computer problems. A tech needs to be an attentive listener, a keen critical thinker and a logical diagnostician. He also must possess patience for guiding customers through the problem-solving process.

Secondary Duties

A help desk technician may complete tasks like installing, cleaning, updating and repairing computer hardware and software. She also provides her employer with feedback regarding common problems customers face.

Work Environment

A help desk technician works in an office environment and spends a significant amount of time on the phone and in front of the computer. He might have a quiet office to complete his duties, or he could be in a noisy and busy call-center environment.

Requirements

The role of help desk technician is considered entry level. A bachelor's or associate's degree is required by many employers but not all. Help desk technicians need to be adaptable, analytical, service-oriented, detail-minded and cooperative.

Pay

As of April 2010, Indeed.com listed the annual salary for help desk customer service as $26,000.

References

• Bureau of Labor Statistics: Computer Support Specialists
• Best Job Interview: Help Desk Job Description
• Indeed: Help Desk Customer Service Salaries