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What does a Helpdesk do?

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

Published 3 min read

A helpdesk is a service that provides support to users of a particular product or service. Help desks are typically staffed by customer service representatives or technical support specialists who can provide assistance with questions or problems.

Helpdesk 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 client request
  • Route calls to appropriate resource
  • Follow up with customers, provide feedback and see problems through to resolution
  • Update customer information in the customer service database during and after each call
  • Document all call information according to standard operating procedures
  • Stay current with system information, changes and updates

Helpdesk Job Requirements

The job requirements for a Helpdesk are a high school diploma or equivalent, an Associate's degree in computer science or related field, and experience in customer service. Certification in customer service is also helpful.

Helpdesk Skills

  • Help Desk
  • Technical Support
  • Customer Service
  • Troubleshooting
  • Hardware
  • Software
  • Networking
  • Windows
  • Microsoft Office
  • Active Directory
  • Exchange

Related: Top Helpdesk Skills: Definition and Examples

How to become a Helpdesk

There are a few key steps to becoming a helpdesk. The first is to have a strong customer service orientation. Helpdesks are the first point of contact for many customers who need assistance with a product or service, so it is important to be able to provide them with the help they need in a friendly and efficient manner.

The second step is to have good technical skills. Helpdesks are often required to troubleshoot technical problems and provide solutions to customers. As such, it is important to have a good understanding of how technology works in order to be able to effectively assist customers.

The third step is to be organized and detail-oriented. Helpdesks often have to keep track of customer requests and support tickets, so it is important to be able to stay organized and handle multiple tasks simultaneously.

Finally, it is also important to be able to work well under pressure. Helpdesks can be very busy places, so it is important to be able to remain calm and efficient even when things are hectic.

By following these steps, you can become a helpdesk that provides excellent customer service and technical support.

Related: Helpdesk Resume Example

Related: Helpdesk Interview Questions (With Example Answers)

Editorial staff

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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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