The help desk operator is the first line of support in IT operations troubleshooting. The help desk operator’s primary goal is to ensure customer satisfaction by resolving problems and issues in a timely and efficient manner. It is the help desk operator’s responsibility to accurately document customer interaction, track progress of a resolution, and work with staff and users to find a resolution.
Essential job functions would include answering systems software and answering routine help desk calls. The help desk operator must maintain a solid working knowledge of processes and procedures. The help desk operator must keep up to date with knowledge of documentation platforms and technologies supported to ensure that they can communicate with staff and users knowledgeably and make reasonable resolution suggestions.
The help desk operator is required to coordinate projects, keep track of resources, and report progress to their direct supervisor. The help desk operator is required to communicate and discuss problems and information with managers and staff. The help desk operator will work heavily with the end user community, assisting with problem resolution.
The help desk operator is typically required to carry an associate's degree in the field of information technology. The help desk operator should be skilled in the installation of applications software, desktop operating systems, and networking connections. The help desk operator must possess the ability to apply their knowledge to troubleshoot technical problems.
Help Desk Operator Tasks
Assess problem severity and involve appropriate IT staff or provide user training.
Configure, troubleshoot, and upgrade computers and software remotely or in person.
Monitor system status and alerts, including antivirus and backups.
Perform routine backups and data migrations.