Role Description

Technical > Service Desk Support

Salary National Average

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39670.0000 49130.0000 62810.0000

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Short Description:

A Service Desk Support professional is responsible for providing first-line support to end-users by addressing and resolving technical issues related to hardware, software, and network systems. They assist with troubleshooting, system installations, and configuration of devices, ensuring minimal disruption to daily operations. Service Desk Support professionals document all support requests and their resolutions, helping to identify recurring issues and improve overall service. They may also escalate complex issues to higher-level technical teams while ensuring clear communication with users throughout the process.

Duties / Responsibilities:

  • Respond to requests for technical assistance in person, via phone, chat or email
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Follow up with customers and users to ensure complete resolution of issues
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Resolve technical problems with Local Area Networks and Wide Area networks
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Help update training manuals for new and revised software and hardware
  • Train computer users as necessary

Skills / Requirements / Qualifications

  • Education: Bachelors degree preferred
  • Software: Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Problem Solving: Experience researching, analyzing and interpreting automated system problems
  • Tracking Applications: Knowledge of relevant call tracking applications
  • Customer Service: Knowledge and experience of customer service practices
  • Troubleshooting: Related experience and training in troubleshooting and providing help desk support

Job Zones

  • Title: Job Zone Three: Medium Preparation Needed
  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
  • Job Training: Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, court reporters, and medical assistants.
  • Specific Vocational Preparation in years: (6.0 to < 7.0)

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