what is a help desk technician

Day to day tasks

Common examples of tasks undertaken by an IT help desk technician include:

  • Providing assistance to customers who experience technical problems. Most commonly, this involves either telephone or online communication.
  • Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
  • Talking customers through a troubleshooting process and working together to rectify problems
  • Identifying effective solutions and offering explanations to customers and employees
  • Recording events, concerns and issues and updating case queries and customer statuses

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