What is a Help Desk Service: Job Description & Knowledge, Skills, and Abilities Required?

IT help desk Service are often more tactical, with the primary goal of quickly resolving immediate needs, technical issues, and end-user incidents. IT help desk Services are reactive, but are expected to be efficient and fast. The help desk service can be used separately or as part of a more extensive service desk operation to improve customer service across the organization.

Job Description

The service coordinator is responsible for maximizing internal and field technical resources by submitting daily service requests.

Essential duties and responsibilities:

The IT / Help Desk Coordinator role is a crucial contributor to ensuring customer satisfaction. This is accomplished by adequately following and managing service requests while meeting customer expectations.

• Act as a single point of contact for customers for all types of service requests.
• Coordinate all IT support groups to maximize billable resources.
• Pre-processing of service requests that arrive by email, manual input, or direct customer input
• Program internal and technical field resources.
• Monitor resource schedules so you can quickly enter time for service requests
• Communicate with customers, as needed - notify customers of incident progress and notify them of impending changes or agreed disruptions

Knowledge, Skills, and Abilities Required:

To be successful in this job, people must be able to fulfill their essential duties satisfactorily. The following requirements are representative of the required knowledge, skills, and abilities. Reasonable care can be taken to allow people with disabilities to perform essential functions.

• Basic knowledge of computing and operating systems.
• Ability to work on multiple priorities and projects simultaneously.
• Excellent communication and oral and written comprehension skills.
• Strong customer relationship skills.
• Organized, detail-oriented, spontaneous.
• Strong computer skills and the ability to communicate effectively by email.
• Ability to stay in touch with the client until the incident is complete.
• Ability to solve fundamental problems and meet reasonable deadlines.
• Ability to build positive and cooperative relationships.
• Availability to develop professionally.
• Ability to work with little supervision and manage teams

Salary Forecast

Helpdesk technicians average $ 12 to $ 44 per hour. Salaries increase significantly with experience, with entry-level technicians starting at around $ 35,000 a year. This rises to just under $ 70,000 for the primary service technicians.