What does a Help Desk Agent do?
Published 3 min read
A Help Desk Agent is responsible for providing technical support to computer users. They are responsible for answering questions and resolving problems related to computer hardware, software, and networking.
Help Desk Agent job duties include:
- Answer customer inquiries via phone, email, or chat
- Diagnose and troubleshoot technical issues
- Research required information using available resources
- Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Train customers on basic software/hardware use
- Stay current with system information, changes, and updates
- Document all customer interactions in ticketing system
- Other duties as assigned
Help Desk Agent Job Requirements
Most help desk agent positions require at least a high school diploma, although some employers may prefer candidates with postsecondary education, such as an associate degree in computer science or a related field. Many help desk agent jobs also require certification, such as the CompTIA A+ or Microsoft Certified Professional (MCP) credential. Some employers may also require experience working in a customer service or technical support role.
Help Desk Agent Skills
- Patience
- Empathy
- Technical skills
- Troubleshooting skills
- Listening skills
- Communication skills
- Writing skills
- Problem-solving skills
- Organizational skills
- Time management skills
- Customer service skills
Related: Top Help Desk Agent Skills: Definition and Examples
How to become a Help Desk Agent
In order to become a Help Desk Agent, there are a few things that you will need to do. First, you will need to have at least a high school diploma or equivalent. Next, you will need to complete a training program that will teach you the basics of customer service and computer support. Finally, you will need to pass a certification exam. Once you have completed all of these steps, you will be well on your way to becoming a Help Desk Agent.
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