Help Desk Professional

Job Summary
Responsible for Maintaining technical assistance and support related to technology systems, hardware, or software. Responds to questions, runs diagnostic programs, isolates problem, and determines and implements solution.
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Primary responsibilities

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.
  • Write training manuals.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.



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