The IT Help Desk Technician is essential in providing technical support and troubleshooting assistance to ensure smooth operation of the company's IT systems. This role is vital for maintaining productivity by resolving user issues promptly and efficiently.
- Respond to user inquiries via phone, email, or chat.
- Diagnose and resolve hardware and software issues.
- Install, configure, and update computer systems.
- Maintain accurate records of all support requests in the ticketing system.
- Assist with network connectivity problems.
- Provide guidance on using company software applications.
- Strong knowledge of computer hardware and operating systems.
- Proficient in troubleshooting techniques for various software applications.
- Excellent communication skills for interacting with users at all levels.
The performance of an IT Help Desk Technician is evaluated based on response time to support requests, resolution rate of technical issues, customer satisfaction scores from end-users, and adherence to service level agreements (SLAs).
Response Time
Quickly address incoming help desk tickets within SLA guidelines.
Resolution Rate
Efficiently resolve a high percentage of technical issues on first contact.
Customer Satisfaction
Achieve positive feedback from users regarding support interactions.
Reports to
IT Support Manager
Collaborates with
Network Administrators, System Engineers
Leads
- ServiceNow
- Jira Service Desk
Associate's degree in Information Technology or related field; 1-2 years experience in a help desk environment preferred.
