Job Description Template for:

Help desk specialist

Years of experience: 0 - 2 years
Education:
  • BS degree in Information Technology, Computer Science or equivalent
Responsibilities:
  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommend procedure modifications or improvements
Required Skills & Qualifications:
  • Proven working experience in providing help desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation


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