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

Oct 4, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

When a customer experiences technical difficulty with their computer or software product, they often turn to the Help Desk Representative for assistance. The Help Desk Representative, in turn, is responsible for troubleshooting and resolving the customers problem, which can range from a simple software glitch to a complex hardware issue. In order to provide effective support, the Help Desk Representative must have a comprehensive knowledge of the product or service in question, as well as the ability to communicate clearly with the customer.

If the Help Desk Representative is successful in resolving the customers problem, they can improve customer satisfaction and loyalty, increase brand reputation, and promote customer retention. If the problem remains unresolved, however, it can lead to dissatisfaction, a tarnished brand image, and the potential for customer attrition.

Steps How to Become

Earn a Bachelor's Degree. The minimum educational requirement for help desk representatives is a bachelor's degree. Most employers prefer candidates with degrees in computer science, information technology, or related fields.
Gain Relevant Experience. Many employers prefer to hire help desk representatives who have prior experience in a customer service or technical support role. Gaining relevant experience through internships or volunteer positions can help increase your chances of being hired.
Obtain Professional Certifications. Professional certifications are not always required, but they can make you a more competitive job candidate. Popular certifications include CompTIA A+, Microsoft Certified Systems Engineer (MCSE), and Cisco Certified Network Associate (CCNA).
Develop Soft Skills. Help desk representatives must possess excellent communication, problem-solving, and customer service skills. Taking classes or attending workshops to develop your soft skills can make you a more attractive job candidate.
Apply for Open Positions. Once you have the necessary qualifications, you can start applying for open positions. You can find help desk jobs advertised on job boards, in newspapers, and on company websites.

The need for reliable and qualified Help Desk Representatives is growing as businesses become more reliant on technology. As businesses increase their reliance on technology, customers often turn to Help Desk Representatives for technical support and assistance. In order to ensure customer satisfaction, businesses must ensure that their Help Desk Representatives are both reliable and qualified.

Reliability is key, as customers depend on the Help Desk Representatives to be reliable and provide accurate answers quickly. Qualifications are also important, as a Help Desk Representative must have the knowledge and experience to provide helpful solutions to customers questions. Customers will be more satisfied when they receive accurate and timely information from qualified and reliable Help Desk Representatives.

By ensuring that their representatives have the necessary qualifications and reliability, businesses will be able to provide their customers with the best possible service.

You may want to check Desk Support Technician, Guest Desk Agent, and Desk Sergeant for alternative.

Job Description

Provide technical support and customer service to users of computer hardware and software.
Respond to customer inquiries over the phone, by email, or in person.
Diagnose and troubleshoot hardware, software, and network system issues.
Resolve customer complaints and inquiries in a timely manner.
Record customer information and details of the inquiry or complaint in a database.
Research answers to customer questions using available resources.
Test, configure, and install hardware and software.
Install and configure operating systems and applications.
Set up user accounts and passwords according to company policy.
Provide remote technical support using remote desktop support tools.
Maintain inventory of software, hardware, and accessories.
Follow up with customers to ensure their technical issues have been resolved.

Skills and Competencies to Have

Excellent communication skills (verbal and written)
Knowledge of customer service principles and practices
Basic technical knowledge
Ability to troubleshoot and problem solve
Ability to provide step-by-step technical help
Knowledge of relevant products and services
Ability to work in a fast-paced environment
Time management skills
Patience and ability to handle customer frustrations
Ability to multitask

The most important skill for a Help Desk Representative is excellent customer service. Having a positive attitude and strong problem-solving abilities are important characteristics that can help create a successful customer experience. Good communication skills are also key, as the representative must be able to clearly explain complex technical issues to customers.

Being organized and having the ability to multitask are also essential, as the representative may need to manage multiple requests simultaneously. a Help Desk Representative must be knowledgeable about the company's products and services to effectively answer customer questions. By exhibiting these skills, a Help Desk Representative can help ensure customer satisfaction and build a successful customer relationship.

Office Desk Clerk, Patient Registration Front Desk Clerk, and Service Desk Operator are related jobs you may like.

Frequent Interview Questions

What experience do you have in providing help desk support?
How do you handle customer complaints or difficult situations?
Describe a time when you successfully solved a complex issue for a customer.
What strategies do you use to stay organized and manage your workload?
How do you ensure that service requests are tracked and followed up on?
Do you have any experience with remote desktop applications or remote access tools?
What do you think is the most important trait in a help desk representative?
How would you handle a customer who is rude or difficult to work with?
What techniques do you use to stay up to date with changing technology?
How do you prioritize tasks and manage multiple requests at the same time?

Common Tools in Industry

Remote Desktop Software. Allows users to access and control another computer from a remote location. (eg: TeamViewer)
Ticketing System. A system used to track customer inquiries, complaints, and issues. (eg: Zendesk)
Knowledge Base Software. An online database of information that customers can access to find answers to their queries. (eg: Freshdesk)
Chatbot Software. Automated software that provides customer support using artificial intelligence. (eg: Drift)
Help Desk Software. A system used by customer service agents to manage customer inquiries and track customer satisfaction. (eg: Helpshift)
Collaboration Software. Allows teams to share documents, communicate with each other, and share ideas in real-time. (eg: Slack)

Professional Organizations to Know

Association of Information Technology Professionals
International Association of Information Technology Professionals
Association of Support Professionals
Service Management Association
Help Desk Institute
HDI Support Center Analyst Certification
CompTIA A+ Certification
International Customer Management Institute
Help Desk Certification Commission
Society for Technical Communication

We also have Desk Attendant, Executive Desk Assistant, and Cruise Ship Front Desk Clerk jobs reports.

Common Important Terms

Incident Management. The process of dealing with and resolving problems or incidents in an efficient and timely manner.
Service Desk. A centralized point of contact for IT support and services.
Troubleshooting. The process of identifying, diagnosing, and resolving problems or issues with technology or software.
Root Cause Analysis. A method used to determine the underlying cause of a problem or issue.
Asset Tracking. The process of monitoring and recording the movements of assets within an organization.
User Documentation. Documentation that is created to help users understand how to use a product or service.

Frequently Asked Questions

What qualifications are required to become a Help Desk Representative?

Most employers require a high school diploma or equivalent, plus a minimum of 1-2 years of customer service experience. Additional qualifications may include technical troubleshooting skills and basic knowledge of computer software and hardware.

What are the primary responsibilities of a Help Desk Representative?

A Help Desk Representative is responsible for providing technical assistance and support to customers or end-users. This may include responding to inquiries, troubleshooting issues, and providing remote assistance or on-site service for hardware and software issues.

How many calls does a Help Desk Representative typically handle in a day?

A Help Desk Representative may handle anywhere from 10-20 calls per day depending on the size of the organization they are working for.

What tools and software are used by Help Desk Representatives?

Common tools and software used by Help Desk Representatives include ticketing systems, remote access programs, chat clients, and various software applications for troubleshooting.

What are the benefits of working as a Help Desk Representative?

Working as a Help Desk Representative offers the opportunity to gain valuable experience in customer service and technical support, as well as the potential for growth within the organization. Additional benefits may include competitive pay, flexible hours, and paid vacation and sick leave.