Help Desk Job Description: Salary, Duties, Skills
The role of someone at the help desk is to be a customer service agent. Help desks can be found in a variety of places. From a museum, where they might be there to facilitate the guests of the establishment. To a digital help desk where they may respond via chat or email to a customer who has a problem. A help desk agent is someone who resolves customer issues, customer complaints and points of friction where the product or service cannot help.
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Help Desk Job Description Sample
Here’s an example of a good Help Desk job description:
We are seeking a professional, friendly, and people-oriented help desk agent to help us with our customer support efforts. This help desk professionals will be part of our digital help desk. This is where you'll be responding to customer issues in real-time, via a digital platform. You should have working knowledge of operating customer support tickets and resolving issues efficiently.
Help Desk Salary
A Help Desk salary and pay looks roughly like the following:
The average help desk agent and help desk specialist can earn anywhere from $13.50 per hour to $25.25 per hour. On average, the median average hourly pay is around $18.40. Pay will depend on previous experience and expertise in the domain of the company.
Help Desk Job Description For Resume
A Help Desk position may have a description similar to this one in an executive summary, professional summary, or resume:
Previous work experience in customer support. I was able to achieve a 95% success rate with customer support tickets. Reduced overall ticket requests by ensuring that customers didn't have secondary requests that they were unable to answer via email or chat. Comfortable working quickly and being respectful of all customer complaints.
Help Desk Skills
In this section, you’re detailing the skills and qualifications you’re expecting from every candidate applying for this position.
- Customer support skills
- Listening skills
- Problem-solving skills
- Comprehension skills
- Verbal communication skills
- People skills
- Social skills
Help Desk Duties & Responsibilities
Potential candidates working as a Help Desk for your organization must know their duties and responsibilities before applying for the position. Indicate what their role will be comprised of, as well as your expectations here.
- Be on the cutting edge of all customer support requests, ensuring that we are answering issues in a timely fashion.
- Record and log all informative customer requests and pipe that information to their respective teams.
- Answer and resolve all inbound customer requests that come through both email and chat.
- Demonstrate keen ability to be a vehicle for our brand and be helpful to all clients.
- Manage multiple tasks, including reporting and inbound customer requests.
- Work and collaborate alongside other help desk professionals to ensure we are providing an incredible experience to customers.
- Portray your people and social skills at all times.
Help Desk Requirements
Use this area for highlighting the educational background, certifications, and other skills you require for every candidate applying for this position.
- Bachelor's Degree in Marketing or Business preferred.
- Previous experience in customer service is preferred.
- Ability to understand CRM tools and help desk ticketing tools.
- Ability to work 8 hours per day without any issues.
- Ability to handle difficult communication scenarios and have extreme patience.
- Must have a valid state drivers license.
- Must be able to complete a background check and drug test if required.
What Are Other Titles For Help Desk Professionals?
If you're hiring for the help desk, here are some other titles which facilitate the above job description:
- Help Desk Agent
- Help Desk Technician
- Help Desk Support
- Help Desk Specialist
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