IT Help Desk Technician Duties & Responsibilities

The role and function of an IT Help Desk Technician includes the following duties and responsibilities:

Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution
Suggest improvements on procedures

Note that this is not an exhaustive list of IT Help Desk Technician duties and responsibilities. Job functions for specific IT Help Desk Technician roles may vary, depending on the industry and type of employer.

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