A help desk specialist is responsible for maintaining customers' relationships with the company, providing answers to customers' questions and other needs related to technical support. These specialists are responsible for a variety of duties in the company, depending on the products or services for which they provide assistance. But the help desk specialist's main objective is to maintain a high level of customer satisfaction and provide them with any necessary support.
Most help desk specialists need to be capable of using particular software programs, as well as possess the ability to type. A polite and professional phone manner is necessary, as help desk specialists troubleshoot customers' problems and, at times, deal with angry and upset customers. A help desk specialist must be able to sit for long periods of time and answer multiline phones. It is important for help desk technicians to maintain a positive demeanor, and the help desk specialist must arrive to work on time, as it is necessary that a help desk environment be fully staffed.
The position of help desk specialist may require a bachelor's degree; however, a high school degree is usually sufficient. Previous experience as a help desk specialist or in a customer-support role may be preferred.
Help Desk Specialist Tasks
Install and update desktops, laptops, PDAs, peripherals, networks, and related software.
Troubleshoot all information technology issues, including software, hardware, and networking.