IT Helpdesk Support Job Description

IT Helpdesk Support Job Description

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IT helpdesk support provides advanced support to end-users for PC hardware, operating systems, software applications, peripherals, Installations and device imaging.

IT Helpdesk Support Duties & Responsibilities

To write an effective IT helpdesk support job description, begin by listing detailed duties, responsibilities and expectations. We have included IT helpdesk support job description templates that you can modify and use.

Sample responsibilities for this position include:

Ensure IT compliance for global infrastructure services
Troubleshoot for Windows 2000-8.1 and have good working knowledge of Office products
Good knowledge of Active Directory and Group Policies
Provide technical support to telephone and email requests from users for all hardware, software and associated peripherals
Ensure the company`s Support Desk software is utilised correctly
Resolve, redirect or escalate support requests to the appropriate member of the support team
Install and configure operating systems and various software packages to agreed standards
Procure approved hardware from an agreed list of suppliers
Work on your own initiative and have solid problem solving and analytical skills
Assist in the compilation of technical documentation, guidelines and procedures and ensure they are recorded correctly

IT Helpdesk Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for IT Helpdesk Support

List any licenses or certifications required by the position: ITIL, MCSE, V3, MCTS, MCP, KCS

Education for IT Helpdesk Support

Typically a job would require a certain level of education.

Employers hiring for the IT helpdesk support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Associates, Information Technology, Technical, Communication, Information Systems, Networking, Technology, Business

Skills for IT Helpdesk Support

Desired skills for IT helpdesk support include:

ACD reporting
Interactive voice response systems
Quality monitoring systems
Telephony
Web-based and chat customer service applications
Workforce management software
Written form of both languages
PC hardware
PowerPoint
Fundamental operations of relevant software and hardware

Desired experience for IT helpdesk support includes:

Working knowledge of past HelpDesk / Support Ticketing system is a plus
The Hiring manager is happy to look at candidates with at least 1 year of telephone based customer service / helpdesk support experience
Financial services experience as a plus
Experience with Windows based OS's, UNIX, MAC, Linux or Android
Serving as first point-of-contact for employees on technical issues, be the primary escalation point for the tier 1 team
Providing a high level of service via Phone, Chat or email

IT Helpdesk Support Examples

1

IT Helpdesk Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of IT helpdesk support. 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 IT helpdesk support
  • Occasionally be required to work evenings and weekends in response to needs of the systems being supported
  • Provide premium IT support to all McKinsey employees worldwide via phone, email and chat
  • Support and troubleshoot OS and standard IT applications, LAN and WAN connectivity and HW issues related to PCs and smartphones
  • Resolve complex user problems and provide timely and effective solutions
  • Collaborate with other internal IT support and development teams on a daily basis
  • Continuously contribute to the creation and improvement of knowledge as issues/solutions arise
  • Supervise team of 10-15 Helpdesk support technicians, at main and remote sites/clinics
  • Be point of contact for all concerns related to helpdesk support staff
  • Be responsible for monitoring and identification of service delivery constraints and develop solutions for resolving
  • Implement IT customer support functions based on ITIL and CPI concepts, such as process design, review, revision and knowledge base management
Qualifications for IT helpdesk support
  • University (Bachelor) degree preferred, but equivalent knowledge and/or willing to learn through experience is acceptable
  • Entry to junior level with 1 to 2 years professional experience in IT technical role
  • Corresponding job knowledge and professional expertise in various computer/systems related fields
  • Customer focused, with calm and reassuring demeanor towards users
  • Experience in regulated industry is preferred
  • 2+ years I.T
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IT Helpdesk Support Job Description

Job Description Example
Our company is hiring for an IT helpdesk support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT helpdesk support
  • Use Remedy ARS and other tools to monitor and evaluate trends in customer support and develop appropriate scheduling and workflow processes
  • Monitor Remedy survey results and follow up on customer complaints, providing feedback to employees, customer management, and contract's COR
  • Act as Change Advisory Board advisor for IMD
  • Independently resolve hardware and software support questions
  • Use diagnostic software tools, remote management applications and Active Directory utilities
  • Be the first escalation point for Tier I technicians for large customer support center
  • Share and document work with team including Jr
  • Perform technical troubleshooting on workstations, phones, conference room equipment
  • Respond to end user requests via phone, email, trouble ticket and walk-ins
  • Provide technical support & maintenance for “fully supported” and “accepted” desktop software, approved hardware (desktop/laptop/printers/internet connectivity solutions), approved customer enterprise applications
Qualifications for IT helpdesk support
  • Perform technical troubleshooting and general question assistance
  • Assist with the migration from Google Apps for Work to Office 365
  • Provide on-time and first class laptops, hardware procurement, A/V setup
  • Support Audio Visual equipment for all-hands and large meetings
  • Distinct customer orientation combined with strong sense of ownership
  • Strong team spirit with the ability to work both in local and virtual team settings
3

IT Helpdesk Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for an IT helpdesk support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT helpdesk support
  • Undertake small to medium-sized IT projects
  • Install authorized software to laptops and desktops
  • Ensuring security and upgrades are applied and kept up to date on desktops and laptops
  • Antivirus installation to all desktops and laptops
  • Creating purchase requisitions for IT hardware/software
  • Ensuring all software purchased licensing is recorded and maintained
  • Office365 Tier 1 Administration (accounts creation, pw resets)
  • Setting up new users and disabling expired accounts in accordance with IT requirements
  • Providing support for moves, adds, changes
  • Prepare documents, meeting materials and correspondence
Qualifications for IT helpdesk support
  • Desire to learn new skills and to extend knowledge into new technologies
  • Outstanding customer orientation, , ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
  • Bachelor's or other post-secondary degree required
  • At least 2-3 years of work experience in IT customer support
  • Experience working with Windows operating system (including group policies, profiles, EFS)
  • Knowledge of current connectivity technologies and VPN concepts
4

IT Helpdesk Support Job Description

Job Description Example
Our growing company is looking for an IT helpdesk support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT helpdesk support
  • Perform miscellaneous job-related duties as assigned by the IT Department Head
  • Flexibility to work variable/extra hours/days to meet deadlines, as required
  • Provide assistance and support to colleagues in IT-related matters
  • Ensure that a high level of customer service and support is provided to all internal and external customers
  • Be on-call/onsite rotation outside of normal business hours as set by department head for the team
  • Other Operationss duties as required
  • 75% of their responsibilities will be managing and resolving incidents reported by email
  • 25% of their responsibilities will be managing and resolving incidents reported by call
  • Backup for basic Linux support when regular Linux person is out of the office
  • Act as the primary escalation point for first line issues in need of escalation
Qualifications for IT helpdesk support
  • Experience working with Microsoft Office and functional tools such as remote control, request logging, knowledge management
  • Willingness to work weekends and public holidays, if required
  • Distinct customer focus, empathy and quality mindset
  • Strong team spirit with the ability to work both independently and in virtual team settings
  • Strong sense of ownership to effectively process and resolve issues across service lines and teams involved
  • IT skills at least on a basic user level are required (you will be further trained)
5

IT Helpdesk Support Job Description

Job Description Example
Our growing company is hiring for an IT helpdesk support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT helpdesk support
  • Play a key role in 24 x 7 global IT support capability, including out-of-hours working and on-call
  • Have flexibility with your start and end time (Mon-Sun)
  • Provide technical assistance and 1st / 2nd level support for incoming queries and issues related to computer systems, software, and hardware - through remote control of computers or phone
  • Administer various user accounts
  • Call logging & information gathering
  • Provide Windows desktop & laptop support
  • Monitor network connected devices
  • Actively communicate with 2nd / 3rd level support teams
  • Train users in the groups or individually
  • Report to the service desk team leader
Qualifications for IT helpdesk support
  • Advanced knowledge of Polish, French, German or Portuguese language both spoken and written is an advantage
  • You should enjoy helping to solve problems for people and have good analytical and problem-solving skills
  • Prepares new computers and printers, installs new software, and applies updates to existing software
  • Performs diagnostic tests within a complex integrated environment including multi-vendor software and within a segmented network
  • Reports malfunctioning equipment, and makes arrangements for repair
  • Adheres to the escalation guidelines as defined or outlined by senior management, timely reports all unresolved issues to senior management

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