A computer help desk representative generally works at a call center and aids customers with troubleshooting and resolving issues. These issues may relate to internet and cell phone service, software, hardware, appliances or various electronics. Most customers contact the help desk via phone, but there may also be options communicating via instant messaging and email.
Because of this, general computer skills may be required. Technical experience may also be required, depending on the product addressed. This job requires good communication skills, patience, and the ability to multitask. The job may involve working in a call center environment where there is a lot of noise, so it is important not to be sensitive to this.
When a customer calls the center, the representative will listen to the customer’s concerns and determine what issue is being encountered. From there, the representative will perform various tests, either by taking control of the device in question remotely or interviewing the customer. Then, the issue may be resolved, either by the representative's actions or the customer acting on instructions given by the representative. When the problem faced is more technical and cannot be easily solved, the representative may escalate the issue to other representatives with higher skills. The help representative will go through a prescribed protocol, but the representative must also be able to use problemsolving skills when issues that are not obvious. Depending on the issue and the product being addressed, the representative will schedule a service call or arrange for the product to be sent for repair. The help desk representative should also be able to provide input to management as to revisions that should be made to troubleshooting procedures.
Computer Help Desk Representative Tasks
Identify, manage, escalation, and resolve technical issues.
Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
Troubleshoot all information technology issues, including software, hardware, and networking.
Monitor installed systems, identify problems, and take corrective action.