What does a Help Desk Administrator do?
Published 4 min read
A help desk administrator is responsible for providing technical support and customer service to users of a company's computer system. They are responsible for answering questions and resolving problems related to the use of the system. They may also be responsible for training new users on the system, and for maintaining the system documentation.
Help Desk Administrator job duties include:
- Answer incoming calls and respond to customer inquiries
- Research required information using available resources
- Handle and resolve customer complaints
- Provide customers with product and service information
- Identify and escalate priority issues per established protocols
- Route calls to appropriate resource
- Document all call information according to standard operating procedures
- Recognize, document, and alert the supervisor of trends in customer calls
- Complete call logs and reports
- Other duties as assigned
Help Desk Administrator Job Requirements
The job requirements for a Help Desk Administrator vary depending on the company. However, most companies require at least a high school diploma or equivalent. Some companies may require certification, such as CompTIA A+ or Network+. Experience is also helpful, as Help Desk Administrators are often required to troubleshoot issues.
Help Desk Administrator Skills
- Patience
- Empathy
- Technical skills
- Listening skills
- Communication skills
- Problem-solving skills
- Organizational skills
- Multi-tasking
- Customer service orientation
- Attention to detail
- Stress management
Related: Top Help Desk Administrator Skills: Definition and Examples
How to become a Help Desk Administrator
The first step to becoming a Help Desk Administrator is to have a strong interest in customer service and technology. Help Desk Administrators need to be able to effectively communicate with customers in order to provide them with the best possible support. They also need to be able to troubleshoot technical issues and have a good understanding of different computer systems.
In terms of education, most Help Desk Administrators have at least an Associate's degree in computer science or a related field. However, many companies are now requiring that candidates have a Bachelor's degree. It is also important to have some experience working in customer service or technical support before applying for a position as a Help Desk Administrator.
Once you have the necessary education and experience, the next step is to find an open position. The best way to do this is to search online job boards or company websites. Once you find a position that you are interested in, be sure to submit a well-written cover letter and resume. The cover letter is your chance to sell yourself to the employer and explain why you would be the perfect candidate for the position.
After you submit your application, the next step is usually an interview. This is your chance to show the employer that you have the skills and personality needed to be successful in the role. Be prepared to answer questions about your customer service experience and technical knowledge. If you impress during the interview, you will likely be offered the job on the spot!
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