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What does a Help Desk Agent do?

Photo of Brenna Goyette
Brenna Goyette
Certified Professional Resume Writer, Career Expert

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.

Related: Help Desk Agent Resume Example

Related: Help Desk Agent Interview Questions (With Example Answers)

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Photo of Brenna Goyette, Editor

Editor

Brenna Goyette

Expert Verified

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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