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
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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.
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