How to Be Help Desk Generalist - Job Description, Skills, and Interview Questions

The increase in the use of technology in the workplace has caused a rise in the need for help desk generalists. As technology becomes more complex and difficult to use, businesses have had to hire trained professionals who can provide technical support to their employees. This has created a demand for help desk generalists, who must possess strong customer service skills and an aptitude for troubleshooting technical problems.

In addition to providing technical support, help desk generalists must be knowledgeable in a wide range of software applications and hardware devices in order to efficiently resolve customer issues. The result of this increased need for help desk generalists is that businesses are now able to streamline their operations and provide better customer service.

Steps How to Become

  1. Obtain the necessary education. Becoming a help desk generalist typically requires a minimum of an Associate’s degree in computer science, information technology, or a related field.
  2. Develop strong technical skills. Help desk generalists are expected to understand a wide array of topics, from software to hardware to networking.
  3. Gain relevant experience. Many employers prefer to hire help desk generalists who have at least one year of experience in a help desk or technical support role.
  4. Acquire certifications. A variety of certifications exist in the IT field, including the Microsoft Certified Professional (MCP) and the CompTIA A+ certification.
  5. Improve your customer service skills. Help desk generalists must be able to communicate effectively with customers and provide excellent customer service.
  6. Utilize your communication skills. Help desk generalists often need to be able to explain technical concepts to non-technical people in a clear and concise manner.
  7. Apply for positions as a help desk generalist. After you have the necessary education, experience, certifications, and skills, you can start applying for jobs as a help desk generalist.

The increasing use of technology in businesses has had a positive effect on customer service. By offering customers various options to contact customer service departments, such as email, chat, and phone lines, customer service operations have become more efficient and customer inquiries can be answered quickly. the customer service team is able to store customer information securely and quickly access it when needed.

new customer relationship management (CRM) software programs have made it easier for customer service representatives to keep track of customer interactions, giving them the resources to provide better and more personalized customer service. As a result, businesses are able to build stronger relationships with customers and have higher customer satisfaction.

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Job Description

  1. Provide technical assistance to computer users.
  2. Diagnose and resolve computer problems.
  3. Respond to customer inquiries via telephone, email, or chat.
  4. Troubleshoot software and hardware issues.
  5. Set up new computer systems and accounts.
  6. Monitor system performance and troubleshoot any issues.
  7. Install and configure hardware and software components.
  8. Create user accounts and passwords.
  9. Train users in how to use computer systems and software.
  10. Research and document technical solutions to problems.
  11. Perform regular maintenance and updates on computers.
  12. Set up networks and ensure their security.
  13. Provide knowledge base articles and documentation to customers.
  14. Assist in the setup of IT infrastructure for new projects.

Skills and Competencies to Have

  1. Technical Knowledge: Knowledge of computer hardware and software, networks, and other related technologies.
  2. Customer Service: Excellent customer service skills and the ability to communicate clearly and effectively with customers.
  3. Problem-Solving: The ability to troubleshoot and resolve technical issues.
  4. Communication: The ability to communicate technical information to non-technical customers.
  5. Time Management: The ability to prioritize tasks and manage time efficiently.
  6. Documentation: The ability to document customer's interaction and keep a record of all resolutions.
  7. Patience: The ability to remain patient and professional when dealing with frustrated customers.
  8. Interpersonal Skills: The ability to build relationships with customers and colleagues.
  9. Adaptability: The ability to adjust quickly to new technologies, processes, and customer needs.
  10. Attention to Detail: The ability to pay attention to details and identify potential problems quickly.

Good problem-solving skills is the most important skill for a Help Desk Generalist to have. Being able to think logically and quickly to identify and solve customer issues is essential for success in the role. In addition, having the ability to listen carefully and ask the right questions is important in order to fully understand customers’ needs and provide the best possible solution.

Good communication skills are also necessary in order to clearly explain technology related topics to customers. Finally, having a strong knowledge of computer hardware and software is essential in order to identify and troubleshoot potential technical issues. All these skills combined will help the Help Desk Generalist to effectively provide excellent customer service and resolve customer issues in a timely manner.

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Frequent Interview Questions

  • What experience do you have working in a help desk environment?
  • How do you handle customer service complaints?
  • What challenges have you faced in a help desk role?
  • Describe a time when you successfully resolved a difficult customer service issue.
  • What is your experience with IT ticketing systems?
  • How would you prioritize tasks if multiple requests come in at once?
  • Describe your experience with troubleshooting technical issues.
  • How do you keep up with industry trends and emerging technologies?
  • What is your experience with remote desktop applications?
  • What methods do you use to track and document help desk requests?

Common Tools in Industry

  1. Remote Desktop Software. Allows remote access and control of a computer from another computer. (eg: TeamViewer)
  2. Network Monitoring Software. Monitors and troubleshoots the performance of a network. (eg: SolarWinds Network Performance Monitor)
  3. Antivirus Software. Protects computers from malicious software. (eg: AVG Antivirus)
  4. Help Desk Ticketing System. Tracks and resolves customer inquiries or technical issues. (eg: Zendesk)
  5. Knowledge Base System. Stores and organizes customer service information for quick access by staff. (eg: Confluence)
  6. Password Management Software. Manages and stores user passwords securely. (eg: LastPass)
  7. Remote Support Software. Connects a customer's computer to a technician for remote diagnostics and repair. (eg: LogMeIn Rescue)
  8. Diagnostic Tools. Analyzes a computer for performance or hardware issues. (eg: PC-Doctor)
  9. Asset Management Software. Tracks and manages hardware and software assets across an organization. (eg: SysAid IT Asset Management)
  10. Backup Software. Automatically stores copies of data to prevent data loss. (eg: Acronis Backup)

Professional Organizations to Know

  1. Association of Information Technology Professionals (AITP)
  2. Association for Computing Machinery (ACM)
  3. International Association of Microsoft Certification Partners (IAMCP)
  4. International Association for Computer Information Systems (IACIS)
  5. International Information Systems Security Certification Consortium (ISC2)
  6. Cloud Security Alliance (CSA)
  7. Institute of Electrical and Electronics Engineers (IEEE)
  8. CompTIA - Computing Technology Industry Association
  9. HDI - Help Desk Institute
  10. IT Service Management Forum (itSMF)

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Common Important Terms

  1. Troubleshooting. Identifying and resolving technical difficulties in a timely manner.
  2. User Support. Providing assistance to users who have technical problems or questions.
  3. Technical Documentation. Written instructions for users on how to use computer programs and applications.
  4. Database Management. Organizing and maintaining data in a database.
  5. Networking. Connecting computers to other computers or devices in a network.
  6. System Administration. Managing and maintaining the computer system to ensure optimal performance.
  7. IT Security. Implementing policies and procedures to protect computer systems and networks from external threats.
  8. Hardware Maintenance. Installing, configuring, and troubleshooting computer hardware such as printers, scanners, and other peripherals.
  9. Software Installation. Installing, configuring, and troubleshooting computer software such as operating systems, applications, and utilities.
  10. Data Backup. Creating copies of important data and information to prevent loss due to technical issues or disasters.

Frequently Asked Questions

What qualifications do I need to become a Help Desk Generalist?

To become a Help Desk Generalist, you need a minimum of an Associate's Degree in Information Technology or a related field, as well as experience in customer service and technical support.

What job duties are associated with a Help Desk Generalist position?

As a Help Desk Generalist, you would be responsible for providing technical support to customers through phone, email, and chat. You would also be responsible for troubleshooting hardware and software issues, maintaining customer records, and escalating issues to senior staff members.

How many hours per week does a Help Desk Generalist typically work?

A Help Desk Generalist typically works 40 hours per week, although this may vary depending on the particular position and employer.

What is the average hourly wage for a Help Desk Generalist?

The average hourly wage for a Help Desk Generalist is between $14 and $19 per hour.

What type of environment does a Help Desk Generalist typically work in?

A Help Desk Generalist typically works in an office environment, although some positions may involve working remotely.

Web Resources

  • Help Desk Central | IT.tamu.edu - Texas A&M … it.tamu.edu
  • Help Desk Central | IT.tamu.edu - Texas A&M University it.tamu.edu
  • Help Desk - Center for Information Technology Services www.umaryland.edu
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