Help Desk Agent Job Description
Help desk agent
provides support for the operating systems deployed to Aspire desktop and laptop systems including Windows 8/10, Mac OSX, and ChromeOS).
Help Desk Agent Duties & Responsibilities
To write an effective help desk agent job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk agent job description templates that you can modify and use.
Sample responsibilities for this position include:
They will contact and schedule product demonstrations of Microsoft Office 365 and other SaaS products from the Cloud Solutions portfolio
Sells Cloud-based SaaS services and products via telesales with ability to meet and exceed stated sales quota
Verbal presentation skills a must
Assumes ownership of any issue escalated from Tier 1
Will manage the customer relationship for the products and services, from sale through billing, through on-boarding and adoption calls, training the customer on use of products and services, and ensuring best in class customer experience
Experience with Salesforce CRM tool a plus
Experience in customer service systems a plus
Leverages a variety of software applications to manage customer
Answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information
Providing prompt, courteous, and professional response to user calls during supported hours
Help Desk Agent Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Agent
List any licenses or certifications required by the position: CE, MCTS, HDI, COMPTIA, II, IAT, DOD, ITIL, DHS, MCSE
Education for Help Desk Agent
Typically a job would require a certain level of education.
Employers hiring for the help desk agent job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Education, Associates, Computer Science, Supervision, Engineering, Computer, Information Technology, Computer Technology, Computer Networking
Skills for Help Desk Agent
Desired skills for help desk agent include:
Information systems products and services to assist users
VPN software
Software and systems functions
Windows Operating Systems
Microsoft office
Commonly used commercial products
Google applications
IE 8 and higher
VDI
Windows 7
Desired experience for help desk agent includes:
Providing a single, identified point of contact for all Help Desk and change request services
Updating and maintaining Help Desk records in accordance with ESA IV support procedures
Assisting the system owners with troubleshooting and user account validation and training tasks as directed
Performing account password administration and process new user account request
Developing, maintaining, and executing standard Help Desk operating procedures
Follow security requirements as requested by the ESA IV Security Officer
Help Desk Agent Examples
1
Help Desk Agent Job Description
Job Description Example
Our innovative and growing company is looking for a help desk agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk agent
- Monitoring customer problems to ensure prompt, satisfactory service/resolution is being provided
- Processing change requests \(ITSM tickets\) for Installations, Moves, Adds, and Changes \(IMAC’s\)
- Manage the user’s expectations
- Process USMS Form 169J and or eRequest submissions to manage user accounts
- Responding to customer inquiries via phone, IM, online networks, and/or email
- Troubleshooting and resolving issues with credit card processing
- Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues
- Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM)
- Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System
- Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation
Qualifications for help desk agent
- High level of Portuguese, Spanish and English language written and spoken
- Has developed knowledge and skills through formal training
- Speaking and Writing Spanish Level - Advanced Mid / High (ACTFL)
- Service Desk Call Center Experience Required (Minimum 1 year)
- Candidates must have clear and effective verbal & written communication skills
- Speaking and Writing English Level - Advanced Mid / High (ACTFL)
2
Help Desk Agent Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk agent
- Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role
- Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines
- Provides Members with all necessary instruction to navigate all areas of the Travel website and ensure complete Member satisfaction
- Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing
- Provide complex technical support for customers via oracle ticketing system, email, phone, hands-on, and remote administration of systems
- Maintain a professional and positive relationship with end users, peers, and management
- Anticipate end user impact and provide preventative support whenever possible
- Able to work and thrive in a fast paced envrionment
- Citrix Worx
- Respond to customer calls, e-mails, voicemails, to resolve customer technical problems
Qualifications for help desk agent
- Associates Degree or 2 years’ experience
- Ability to establish priorities and effectively manage time to complete their duties within specified timeframes
- Must have strong computer skills, including MS Word, Outlook, and Excel
- One weekend shift required (Saturday)
- Candidates must be able to work flexible schedules to include day/night shift and weekend shift
- Speaking and Writing English Level - Advanced Mid / High (ACTFL) Service Desk
3
Help Desk Agent Job Description
Job Description Example
Our company is hiring for a help desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk agent
- Monitor and respond to phone calls, voicemails, emails and live chat as assigned
- Record all incoming issues using call tracking software on the computer
- Promptly follow up on all assigned Help Desk tickets and other assigned tasks
- Agents are responsible for learning NAEP material in the Help Desk knowledge base
- Must be dependable and ready to answer calls at the start of the shift
- Must be flexible and willing to help out on other tasks as they arise
- Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions
- Initiate dispatch request capture information and record data in desktop tools
- Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory
- Participate in objective setting, performance management, and reward and recognition programs
Qualifications for help desk agent
- Call Center Experience Required (Minimum 1 year)
- Speaking and Writing Portuguese/English Level - Advanced Mid / High Service Desk
- Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and Holidays
- Some knowledge of TCP/IP networking and related network services
- Previous experience in similar role would be a distinct advantage
- Previous Airline/Airport experience would be a distinct advantage
4
Help Desk Agent Job Description
Job Description Example
Our company is searching for experienced candidates for the position of help desk agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk agent
- Problem resolution may involve use of diagnostic and Help desk tracking tools, require in-person, hands-on support at the desktop
- The field help desk lead agent will coach junior agents to troubleshoot and solve problems that relate to the technical support of hardware and data transmissions across multiple projects in the evening shift
- Answer procedural questions, probe for details, and document problems in a customized system
- Report to the day shift Field Help Desk Coordinators on operational and technical issues
- Provide technical skills in areas when performing LogMeIn sessions, Zendesk chat session, and ensure accessibility of some systems
- Occasional overnight travel to support off-site trainings, along with local travel to receive and configure hardware
- Incidents within the project are efficiently diagnosed, tracked or quickly be resolved with negligible impact to productivity or customer/user dissatisfaction, Contacts are primarily within The Program/Project
- New to workforce or limited Business knowledge of the position requirements
- Moderate understanding of general position aspects and some understanding of the detailed aspects of the position
- Responsible for both inbound and outbound helpdesk phone calls from customers
Qualifications for help desk agent
- 1-2 years of experience working with help desk ticketing tools
- Must show a natural ability in problem solving
- Must have a proactive approach to dealing with errors/complaints
- Must possess a high level of interpersonal and written skills
- Must be enthusiastic, flexible and be ability to work on your own initiative
- Must be an energetic and enthusiastic individual looking to thrive and progress in an expanding company
5
Help Desk Agent Job Description
Job Description Example
Our company is searching for experienced candidates for the position of help desk agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk agent
- Install, test, configure, troubleshoot and repair hardware/software for desktop support
- Evaluate the nature of customer issues to determine the proper resolution
- Escalate calls to Field Technicians or Level 2 support as needed
- Document all calls in the ticketing system in an accurate and timely manner
- Create and maintain customer's online access including password resets, username maintenance, software training and software installation
- Respond to all customer inquiries within in a timely manner
- Ensure follow-up and completion of all outstanding client issues
- Perform preventative maintenance and application updates as necessary
- Monitor and ensure delivery of laboratory results to the client base
- Work closely with teammates and direct supervisor to ensure completion of all job duties
Qualifications for help desk agent
- Demonstrate customer skills
- Strong aptitude to learn and adapt to new technologies
- A second language would be a distinct advantage to any applicant
- High level of French, Spanish and English language written and spoken
- Two (2) to four (4) years of travel experience, and the equivalent of two (2) to four (4) years of customer service
- Demonstrated knowledge of PC-based systems, GDS systems, internet, and excellent keyboarding skills to accurately and efficiently complete daily work assignments