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Help Desk Specialist Job Description Template

Friday, July 16th, 2021

Job Description Template for Help Desk Specialist

Looking for a Help Desk Specialist? Look no further; we have created a Help Desk Specialist Job Description Template that you can use to efficiently and effectively attract suitable applicants. Our applicant tracking system will assist you in customizing the prototype, posting it to appropriate job boards, and managing applicants.

Get your hiring process back on track with the VIVAHR software. This cutting-edge template for online work boards and jobs sites is designed to effortlessly match you up with a qualified candidate, removing any need for headaches or confusion in this time-consuming process.

What is a Help Desk Specialist?

A Help Desk Specialist is someone who can help you find the correct answer to whatever question or issue you are having. You give them your problem, and they work with it until they fix everything so that even if there’s a new update out, we’ll be able to get back on track quickly! They’re always happy when people come in for advice–it means their hard work wasn’t wasted. So next time something goes wrong, don’t panic because our team has got this covered!

Related Job Titles for Help Desk Specialist

The Top Help Desk Specialist Skills

Skill

Why it’s important

Customer Service Skills

To be a good help desk specialist, you must understand that customer service is the main point and skill you must-have for this job. You must put users first, and their needs and problems should be your number one priority.

Analytical Skills

Analytical skills are essential to have for this position because you will be helping customers solve a lot of user problems. To help your caller, you must effectively analyze the issue and get to the root of the problem. To do this, you will have to pose questions from a script or your knowledge.

Attention to detail

A help desk specialist should also have attention to detail. Since you will be listening to your customers explaining the problem they are having, you must find clues or explore those details to help them solve their issues.

Time Management

Making the most of your time to deliver the maximum of your services is important. This is why time management is crucial. You should be ready to help a large number of clients a day without interruption and with a lot of focus.

Empathy and Patience

Not everyone is empathetic and patient, but this role requires you to be. Sometimes, a customer can’t do what you ask of them correctly or be frustrated and stressed. Your job is to help them, relieve their stress and fix their problem. Empathy helps you better connect with the called and ease their mind knowing they are in good hands.

Help Desk Specialist Job Description Template (Free)

We are looking for a qualified and skilled help desk specialist who can help our customers on time and support our clients. In this position, you will be required to respond to inquiries over the phone or in person, diagnose problems and find solutions. You will also be in charge of performing basic computer maintenance, keeping the database updated, and modifying hardware systems. Our ideal candidate is someone with previous customer service experience, fast but practical, and has a high level of communication skills.

Help Desk Specialist Duties & Responsibilities:

  • To solve problems: The job of help desk specialists is to research, analyze, diagnose troubleshooting for customers’ technology issues during their products.
  • Provide recommendations on solving complex customer service issues: Help desk specialists advise solving customers’ more complex problems.
  • Provide clear and accurate information about services or products their company provides: Customer Service Representatives need to answer questions about a product or service by providing well-researched answers based on the research they have conducted.
  • Prioritize work: Help desk specialists are to prioritize their tasks and complete them promptly.
  • Work well with others: Communication is essential for this job position. A help desk specialist should effectively communicate through email, chat services, phone calls, or face-to-face meetings with customers with problems.
  • Help customers in identifying and solving their problem
  • Keep inventory of equipment and license users
  • Maintain computer systems and software
  • Update customer database
  • Create activity resorts
  • Responsible for upgrades and configurations that need to be done
  • Follow up with customer
    Provide feedback and ee problems through

Help Desk Specialist Requirements:

  • High School Diploma or GED
  • Excellent written and oral communication
  • Customer Service Experience
  • Proficiency in desk software and database control
  • Multi-tasking skills
  • Troubleshooting skills
  • Bachelor’s Degree in Computer Science, Communications, or a related field
  • At least two years of work experience in a customer service role.
  • Experience with Microsoft Office Suite (Word and PowerPoint)
  • Experience with help desk software such as Zendesk, Naver Manager or JIRA
  • Knowledge of various computer operating systems and their functions
  • Excellent written communication skills
Joshua F.
Redline Electric & Solar

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Sample Interview Questions For Help Desk Specialist

Here are a few sample interview questions you can ask when interviewing a Help Desk Specialist job candidate.

Personal

  1. What is your previous work experience?
  2. How important is good customer service to you?
  3. Have you ever gone the extra mile in your previous jobs?

Human Resources

  1. How would you handle an upset customer?
  2. How would you handle it if a colleague was not following company policies and rules?
  3. What is the definition of good teamwork to you?

Management

  1. How do you manage to do multiple tasks and organizing them by priority?
  2. How would you fix a problem connecting with the network?
  3. What happens if your computer does not want to turn on?

Technical Skills and Knowledge

  1. Are you aware of our products and services?
  2. Are you familiar with MS office?
  3. How would you handle the entire network going down?

What are the Educational Requirements For a Help Desk Specialist?

To become a help desk specialist, you don’t need much. For an entry-level, position a college degree is not typically required. However, a computer information science or help desk administration degree is a big plus if you want to be one step ahead of some candidates. This can also help you get a higher salary.

How Much To Pay a Help Desk Specialist When Hiring

Based on the job and the experience, the range will vary quite a bit. According to ZipRecruiter, Help desk specialists can earn between $24.500 and $68.000 annually. The median income for this profession is $44.374 meaning $21 per hour.

Percentile

10%

25%

50% (Median)

75%

90%

Hourly Wage

$11.78

$17.07

$21.00

$24.96

$32.93

Annual Wage

$24,500

$35,500

$44,374

$51,500

$68.50

Frequently asked questions about Help Desk Specialist

What does a help desk specialist do?

This job requires you to answer the phone and perform customer service. Meaning your goal should be to solve customer issues and problems efficiently and on time.

How can I ace the help desk position interview?

Remember that the critical skill for the position is communication. The more you communicate efficiently, the better your chances are. Previous work experience in customer service is a plus.

How long can I work as a help desk specialist?

Depending on the company, you can work full-time or part-time. Some companies require you to sign a contract for a certain amount of time, but you can also choose how long you want to be on this career path.

What are the elements of good customer service?

Some of the elements of good customer service are keeping the customer happy and satisfied. Being a good listener helps as well as paying attention to detail. Feel free to ask as many questions as you think are needed to get to the issue’s root. Another significant element to have is empathy and patience.

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