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.

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Help Desk Job Description


Help Desk Job Description is the list of task any helpdesk professional is supposed to complete. Whenever you wish to apply for any helpdesk job then you need to understand clearly Help Desk Job Description and Help Desk Job Specifications. Managing helpdesk can be an extremely complex and complicated undertaking.  Each facet of the exercise needs to be carefully considered and properly executed. There is little margin for error if full value is to be obtained. However, this need not be a trauma, or an adventure of blind exploration. The potential benefits are well documented, and strategic outsourcing is now mature enough for the path to have been trodden countless times previously. But how do you ensure that the lessons learned by others (sometimes the hard way) are put to good use? How do you ensure that you don’t re-invent the wheel repeatedly? How do you manage the whole exercise as effectively and efficiently as possible? The answer to these questions is the same… you need Helpdesk expert. So Help Desk Job Description should be written carefully, so that you can see those qualities in the candidate.


Some of the prime responsibilities covered in Help Desk Job Description are as:

  • Coordinates interactions across all channels in “real time”  
  • Provides single view of the customer across the enterprise from sale’s lead to purchase to help desk support  
  • In depth customer management to acquire and retain customers and increases customer satisfaction   
  • Business and sale’s opportunities and lead development to improves sales team efficiency  
  • Customizable Sales Pipeline to manage leads to sales at every step   
  • Groups customers by keywords for profiling, sales and marketing campaigns, training and more  
  • Supports multi-message campaigns via e-mail, mail etc.  
  • Allows unlimited contacts per customer   
  • Advantages of a Help Desk solution has full, definable three tier system – organizations, departments, contacts – tiers are customizable


Consultants Help Desk Job Description:

  • Are responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
  • Should always be willing to find answers to all questions addressed to them.
  • Should be ready to research questions using a variety of manuals and resources, and to work with other Consultants, CIT staff and affiliated consulting organizations in answering any customer’s question.
  • Should familiarize themselves with the research and information resources and knowledge bases at hand.
  • Should be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
  • Are expected to stay abreast of current news, system information, problems, changes and updates relevant to our user community.


Junior Consultant Help Desk Job Description: All Consultants start out as juniors upon completing their initial training. Juniors absorb a lot of information during their first few months while working at the Help Desk. Specific duties include: Problem Tracking, Phone Consulting, Voicemail Consulting, Walk-in Consulting, DropOff Consulting, and OnSite Consulting (B-Shifts) etc.