Helpdesk Job Description

An effective job description is essential when recruiting new staff, and it helps doing a preselection of the right job candidates. This will save you effort and time. By using this sample job description template, you do not need to start from scratch. This will give you a head start.

How to write a Helpdesk job description?

An Entry Level Tech Help Desk Job entails providing technical support to customers experiencing software, hardware, or other system-related issues. Their duties include working alongside IT teams to help troubleshoot user issues, respond in a timely manner, and follow up to ensure full resolution of the issues. They should have a patient disposition and strong communication and interpersonal skills. This sample Job description explainer offers guidance on key sections that are important to include for clarity, as well as suggestions for promoting the position. It provides a list of duties, responsibilities, tasks, requirements, demands for setting job expectations and the employee's ability to perform the work as described. However, it’s often not construed as an exhaustive list of all functions, responsibilities, skills and abilities. The following is included in job descriptions:

• Job title: highlight the accurate job title;
• Brief description: provide a brief summary or introduction that provides an overview of the job;
• Responsibilities: specify the relevant job duties and responsibilities that are necessary for this position;
• Company mission or company introduction;
  
• Requirements: demands that are important to do the job successfully;
• Qualifications; List essential qualifications;
• Compensation; Total funds and benefits that are provided to the employee in exchange for the work.

Further:

• Be clear and concise;
• Have someone proofread it;
• Make sure that HR and the hiring manager will sign off before publishing it;
• Define what success looks like in the position after 30 days, the first quarter, and the first year;
• Provide direct contact details of the manager or HR department who will follow up on the candidates;
• Publish it via several social media platforms, or offline media, so you are sure that in-house employees also can get easy access to it.

What responsibilities and qualifications are important for Helpdesk function?

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications:

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• BSc/BA in IT, Computer Science or relevant field.

By using this Helpdesk job description sample, modifying it to your needs, and then posting it, you will soon start receiving Resumes and Cover letter from suitable candidates.

Get this printable file now and personalize it according to your needs. Just download this ready-made Helpdesk job description template in Google Docs, MS Word or Apple Pages format and you are ready to go!