• IT service 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
    • Collecting and passing on feedback from clients
    • Suggesting improvements for future cases

    Know more: IT service desk technician


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