Help Desk Job Descriptions


A Help Desk is a generic name typically associated with the end user support center. Increasingly, the Help Desk is being seen as an integral part of the service function, responsible for bringing multiple resources to bear to solve issues to the client’s satisfaction. According to Help Desk Job Descriptions, as a help desk manager, your daily responsibilities can vary from staffing the help desk and monitoring performance to special projects and marketing the help desk to management. As per Help Desk Job Description you need to learn new techniques for addressing staff scheduling, monitoring, performance evaluation, and burnout. You also get guidance and tips on creating your mission statement, and building a foundation of procedures for delivering excellent customer care.


Let’s consider a real life example of Help Desk Job Description.


Job Title: Help Desk Team Lead

Reports To: Company’s Systems Analyst

Department: company’s Network Operations

Division: Systems Ops

Prepared By: XYZ

Revised: 12/13/2003


Help Desk Job Descriptions Summary: Supervises and coordinates activities of workers who provide problem solving support to CapWIN System users by performing the following duties.


Essential Duties and Responsibilities: According to Help Desk Job Descriptions, establish help desk system for task management and tracking, and selects appropriate database and workflow tools. Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management. Trains help desk staff to answer and resolve incoming calls. Solves, or assists help desk representatives in solving, non-routine or complex software, hardware, network system, and networking and procedure problems. Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management. Confers with staff, end-users, supervisors, and managers to determine support requirements for new features, applications or company’s system functionality. Prepares activity reports and writes recommendations for management review. Coordinates scheduling of lower level help desk technicians. Supervises the implementation of procedure changes for the company help desk operation.


Qualifications (as per Help Desk Job Descriptions): To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education/Experience: According to this Help Desk Job Descriptions, bachelor’s degree (B.A. or B.S.) from a four-year college or university; six months to one year related experience and/or training; or equivalent combination of education and experience.


Language Ability: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from end-users, system administrators, regulatory agencies, or members of the business community.

Similar Posts