Job Description The Help desk role connects the buyer and IT department. Frequently the 1st point of access because of it queries by customers Customized Ravens Jerseys , providing answers and straightforward solutions to enable continued utilization of their IT systems.
Organizational Position This position will probably work as a part of a team of others with the exact same clients, responsibilities and processes. The role will connect with others in the process and technical areas and turn into managed by a team leader or help desk manager. Tasks and Activities . Provide first line response for users requiring assistance with information technology issues and problems. . Respond to requests for technical assistance by phone, email andor using a help desk management system. . Track issues to resolution updating the internal knowledgebase andor communicating learnings with relevant business units. . Knowledge of the ITIL methodology, change management processes and risk management processes. . Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams. . Update daily status reports and shift handover reports. . Act as a liaison between customers and technical escalation teams. . Provide a single view to the organization for information technology related problems.
Skills Cheap Ravens Jerseys , Knowledge & Experience . Operating Systems (e.g. Windows, Linux, Apple) . Email clients . Word processing and spreadsheet applications (e.g. MS Office, Lotus) . Common IT applications and common hardware knowledge (e.g. Mouse Trace McSorley Ravens Jersey , Keyboard and CD-Rom use) . Customer Service Skills . Excellent Communication, written and verbal . Telephone confidence . Organizational Skills . Time management . Problem Solving
Qualifications & Certifications Operating systems and IT hardware certifications can be beneficial but are not usually necessary.
Relevant industry certifications may include Microsoft MCSA or individual Microsoft Specialist training such as Office, Excel, Word Iman Marshall Ravens Jersey , Powerpoint or Outlook.
Key Competencies Customer Service Planning & organizing Problem Solving Time management
Attributes of an Excellent Help Desk Officer Very good help-desk staff not just close jobs quickly, however they leave a perception with the client associated with an organized, professional, friendly and competent IT department. For this reason Ben Powers Ravens Jersey , personal traits say for example a friendly demeanor, awareness of detail and communication skills are essential characteristics of excellent help desk staff.
Attraction on the position and job retention techniques for employers Basic level job candidates could be attracted to this location because it is less technically intimidating than other Information Technology positions. This strength, however, can be quite a double edged sword because more knowledgeable staff may begin to find the job boring while they seek to progress their skills and exposure to new challenges.
Employers may reduce staff turnover with this role by giving clear and distinct career paths within the organization Justice Hill Ravens Jersey , the department or even the team. This gives help desk staff something to operate towards and variation that will aid to reduce the monotony from the role
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