Help desk consultants provide assistance to customers in areas of expertise such as troubleshooting hardware/software. Applicants for this position should have extensive experience in their particular area to adequately solve any problems which may fall under their responsibility.
Help desk consultants may interact with customers in person, on the phone, or via online chat, and strong communication and problem-solving skills are very important to determine problems and provide viable solutions. Much of the help is provided remotely, so these consultants may have to instruct customers on how to fix a problem, and this may take many steps before a solution is reached. When remote help does not solve the problem, the consultant may refer the case to an upper-level consultant, replace the product, or even schedule an in-person consultation.
Those in this position may work for various companies or be stationed at a specific company. No matter the area of focus, strong computer skills are required and familiarity with web browsers, e-mail, and word-processing is often essential. Some employers may prefer applicants who have bachelor’s degrees. Some positions are permanent, while others are temporary.