IT Service Desk Job Description

IT Service Desk Job Description

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IT service desk provides level-2/3 support and troubleshooting for LAN segments, network data servers (hardware, operating systems, and application software), and voice networks.

IT Service Desk Duties & Responsibilities

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

Sample responsibilities for this position include:

A sound knowledge of and experience with supporting PCs, Windows operating systems (Win7/Win8/Win10) and Windows-based applications, Microsoft Office 2013 & 2016
Support our growing mobile and in office workforce on such issues as network connectivity, hardware failures, software usage (including Windows OS and Commercial off-the-shelf applications), phone system
Utilize imaging and software library to deploy systems reimage and migrate data as needed
Research new ways to improve technology service delivery and make recommendations to improve performance, minimize downtime, improve response times and reduce costs
Ask appropriate probing questions to gather relevant information to aid in resolution of request
Troubleshoot and image PCs, printers, and cellphones
Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
Set client expectations when opening and assigning tickets and ensure all request/services are executed on time in accordance with service level agreements with the business
Acquire and maintain current knowledge of core hardware standards and applications, new technologies/applications being introduced in order to provide technically accurate solutions to clients
Provide outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests, both over the phone and desk side

IT Service Desk Qualifications

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

Licensing or Certifications for IT Service Desk

List any licenses or certifications required by the position: ITIL, MCP, HDI, MCSE, CCNA, IAT, MCSA, SCA, CE, MTA

Education for IT Service Desk

Typically a job would require a certain level of education.

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

Skills for IT Service Desk

Desired skills for IT service desk include:

Windows operating systems
VPN software
Networks
Locating IP
Network troubleshooting
Supporting remote users
TCP/IP addresses
Databases and network security concepts and tools
Active Directory
Data and voice network concepts

Desired experience for IT service desk includes:

Associate’s degree in Computer Science or related area
Support expertise in Windows 7 64-bit and Office 2010
Ability to work shifts outside of 8 a.m
Utilize knowledge management system when troubleshooting client issues
Provide technical support for all corporate hardware and software including small office home support and offsite IT support (branch/conference activity)
Pursuing a Bachelor’s degree in Management Information Systems or Computer Science/Engineering

IT Service Desk Examples

1

IT Service Desk Job Description

Job Description Example
Our growing company is hiring for an IT service desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service desk
  • Upgrade, repair and replace computers and printers as needed
  • Resolves user permission issues on multiple systems including, but not limited to, iSeries, JDA, Windows, VPN and industry standard applications
  • Utilizes self-service technical support tools for clients and end users, such as FAQ's, live chat, knowledge base, manuals
  • Ownership and management of customer incidents to resolution within agreed SLA’s
  • Answer business user and external client requests that require technology related intervention
  • Implement effective problem solving issues and manage appropriate escalation
  • Create help manuals for existing and new programs and End-user Training
  • Identify and recommend solutions and customizations to meet client requirements
  • Front line for business IT Service Desk calls
  • Voice of customer during outages
Qualifications for IT service desk
  • Regularly (2/3 or more) sit for prolonged periods
  • Strong time management skills and ability to balance multiple projects simultaneously
  • A +, Network +, or MCP certification, ITIL Foundations V2, V3 certification
  • Support expertise in Windows 7 64-bit, Office 2013 and Office 2010
  • Able (and willingness) to lift a minimum of 15kg’s
  • Level 1 incident managers for IT Service Desk Tickets
2

IT Service Desk Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of IT service desk. 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 service desk
  • Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions
  • Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software
  • Manage and support controls in integrated conference rooms provide user education and documentation
  • Problemsequests range from simple to complex
  • Monitor Service Desk performance and make recommendations, as necessary, for the continuous improvement of the Service Desk operation
  • Mentor, guide and lead a diverse team of employees and contractors
  • Manage team schedules ensuring adequate shift coverage
  • Monitor, track and respond to customer satisfaction survey responses
  • Monitor, track and publish timely Service Desk metrics and ensure the team is meeting or surpassing all service level agreements
  • Provide coordination on problem solving and support issues with other work groups, maintaining good inter-departmental relationships
Qualifications for IT service desk
  • Experience installing or assembling computers is preferred
  • Imaging computers, installing application software, installing office productivity suite software
  • Supporting a wide variety of hardware devices - workstations, laptops, tablets, phones
  • Providing basic “how to” assistance for productivity suite software (Microsoft Word, Excel)
  • Working with tape backups, organizing tapes for offsite storage
  • Assist with hardware and software incidents regarding performance, poor response and system configuration
3

IT Service Desk Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of IT service desk. 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 service desk
  • Maintain broad understanding of the IT organization
  • Respond to audit requests ensuring compliance
  • Identify, document and implement process or automation enhancements
  • Embody the Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
  • Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool
  • 2 years’ experience in an IT service support environment essential
  • Broad technical understanding of IT systems, applications and services, ideally gained in several different roles with different employers
  • Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner
  • Must have an absolute commitment to service quality and customer focus
  • Contribute to team innovation through ideas for process improvement and efficiency
Qualifications for IT service desk
  • Basic technical skills and prior troubleshooting hardware and software support experience
  • Providing desk side support for local users and remote assistance for global users
  • Providing recovery assistance for lost or corrupt files
  • Password resets, account activations and deactivations
  • Documenting system configurations, developing work aids
  • Minimum 10 years’ experience in Configuration and Patch Management
4

IT Service Desk Job Description

Job Description Example
Our company is growing rapidly and is looking for an IT service desk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for IT service desk
  • Gain an understanding, and deliver IT Support Services in line with customer requirements by understanding the Service Management application and its use in conjunction with Customer Service expectations
  • Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate
  • Act as initial point of contact for existing IT issues and escalations in addition to the overall monitoring of call progression through the service management toolset
  • Delivery of work task rotas, shift rota administration and reporting
  • Ensure efficient escalation of higher priority calls
  • Deliver effective and targeted communication of issues and updates as appropriate to customers
  • Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards
  • Liaise with 3rd party vendors for procurement and support issues
  • Provide frequent communications between the end-users and the IT Technology systems staff members
  • Technical Support - responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisfaction
Qualifications for IT service desk
  • Minimum 10 years’ experience deploying Navy medicine (or equivalent) Clinical Applications via SMS/SCCM, group policy, to include AHLTA, AHLTA Client Files, and Essentris
  • Complete understanding of the configuration Control Process within Navy Medicine (or equivalent) Domain
  • Demonstrated detailed knowledge of Information Assurance concepts and requirements
  • System design integration planning for multiple large-scale installations, to include hardware and software evaluation, System Test and Evaluation, planning execution and management
  • Must be proficient in Microsoft SMS/SCCM
  • Bachelor’s Degree (if 10 years’ experience in Configuration and Patch Management not met)
5

IT Service Desk Job Description

Job Description Example
Our growing company is looking for an IT service desk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service desk
  • Identity and access management for user accounts, systems and applications in Chengdu
  • 1st level network support, office LAN’s, troubleshooting the WAN infrastructure (it will be required to work closely with distributed teams and vendors or service providers in different time zones)
  • 1st line support for Cisco network & VoIP systems, including Call Centre
  • Monitoring and maintenance for server-room infrastructure, including MDF and other storage/servers equipment installed in the server-room
  • With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system
  • Possesses extensive knowledge of company processes, procedures and product information
  • Providing excellent customer service to our employees
  • Ticket management support for our employees within required SLAs
  • RSA SecurID software token administration
  • WebEx /Verizon conference call administration
Qualifications for IT service desk
  • Education – BA or BS in technical discipline
  • Demonstrated knowledge of IT business processes and procedures.Expertise in administrative ad enterprise application support
  • Enjoy meeting people and building relationships with the employees you support
  • You have a sense of urgency but maintain a calm demeanor under pressure
  • Understand the process of configuring laptops and desktops software distribution
  • Diploma or above in Information Technology

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