What Does A Help Desk Technician Do?

 help desk technician

Help desk technicians play a crucial role in providing technical support systems for IT users, including employees and customers.

Help desk technician job description

Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients. Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving.

A help desk technician has a varied role, which is centered on maintaining technologies, providing IT support, troubleshooting and identifying solutions.

Desk technicians can work in-house or remotely on a freelance basis, and their day to day job may change depending on the nature of concerns raised by employees or customers. In-house employees deal only with internal systems and network issues that affect and impact the workforce, while remote workers may deal with customer queries and problems via phone, email or on-site visits.

Day to day tasks

Common examples of tasks undertaken by an IT help desk technician include:

• Providing assistance to customers who experience technical problems. Most commonly, this involves either telephone or online communication.
• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
• Talking customers through a troubleshooting process and working together to rectify problems
• Identifying effective solutions and offering explanations to customers and employees
• Recording events, concerns and issues and updating case queries and customer statuses
• Collecting and passing on feedback from clients
• Suggesting improvements for future cases
• Training end users to use new systems and programs
• Backing up, updating and maintaining networks
• PC cleaning, repair and maintenance