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Helpdesk Professional Job Descriptions

Helpdesk professionals or Technical support professionals are the first and second line support to customers who have problems with their software and IT hardware.
As a professional assistance, you can work in a wide range of areas, for example, could work in an IT support department of a large company, or after-sales service for customers of a computer manufacturer or the retailer.
Its main functions are:

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Work with customers to identify computer faults
· Customers Advice on how to correct the problems
· Record calls and record keeping contact with past clients
· The performance reports to identify common trends underlying problems
· The monitoring work in progress
· "Knowledge Bank" update that customers can view online to try to solve common problems
· Make arrangements to call a field engineer to visit the customers if they can solve the problem themselves.

Key Skills
· Excellent IT skills
· An in-depth knowledge of the computer systems and software that your clients use
· Excellent communication and customer care skills
· Excellent problem-solving skills
· The ability to explain solutions clearly in non-technical terms
· Good organisational skills
· The ability to keep accurate work records
· A commitment to continually update your skills and knowledge.

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