The main responsibilities and duties of the help desk are:
- React promptly to requests for assistance from users, via ticket or telephone
- Understand and limit the problem
- In the simplest cases, provide a first technical answer to the custome
- Connect to customer systems to check for the problem
- Finding solutions to malfunctions
- Carry out remote HW and SW interventions to restore functionality
- Direct the user to resolve the problem and follow him through the procedure
- Make sure with the user that the problem is actually resolved
- In more complex cases, transfer the case to the next support level ( escalation )
- Follow unresolved requests and ensure their rapid solution, in compliance with SLAs
- Contribute to feeding the repertoire of corporate FAQs with the most common requests
- Suggest improvements in procedure
More info: help desk support jobs
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