A Help Desk Specialist provides support to computer users by answering questions and solving technical problems. They are responsible for diagnosing and resolving computer issues, as well as providing instruction on how to use computer software and hardware. Help Desk Specialists typically work in an office environment, but may also be required to work remotely.
Help Desk Specialist 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
- Enter new customer information into system
- Update existing customer information
- Process orders, forms, and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up with customers to ensure satisfaction
Help Desk Specialist Job Requirements
Most help desk specialist positions require at least an associate's degree in computer science or a related field, although some jobs may only require a high school diploma or equivalent. Many employers also prefer candidates who have earned industry-recognized certifications, such as the Microsoft Certified Solutions Associate (MCSA) or CompTIA A+ certification. Previous experience working in a customer service role is also often required or preferred.
Help Desk Specialist Skills
- Active listening
- Customer service
- Interpersonal skills
- Problem-solving
- Technical skills
- Time management
- Typing
- Documentation
- Organization
- Research
- Analytical skills
- Communication
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How to become a Help Desk Specialist
A Help Desk Specialist provides support to computer users by answering questions and solving technical problems. They are responsible for responding to customer inquiries, diagnosing technical problems, and providing solutions.
To become a Help Desk Specialist, you will need to have strong customer service skills and knowledge of computer hardware and software. You will also need to be able to troubleshoot technical problems and have excellent communication skills.
If you are interested in becoming a Help Desk Specialist, there are a few things that you can do to get started. First, you should consider pursuing a degree in computer science or a related field. This will give you the technical knowledge and skills that you need to be successful in this role. Additionally, you should look for opportunities to gain experience working with computers and providing customer service. You can volunteer at a local library or community center, or you can intern with a company that provides tech support. By gaining experience in this field, you will be better prepared to provide excellent customer service as a Help Desk Specialist.
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