Service Desk Technician Job Description

Service desk technician job description and profile

The job of a service desk technician consists of making use of the computer technology to provide thorough customer support as well as solve technical problems in the company. A service desk technician also takes care of software and hardware related complaints in the company.

Service desk technician duties and responsibilities

The duties and responsibilities of a service desk technician are:

• To receive customer calls and answer their queries
• Ensure that the information and communications (ICT) in the company is working smoothly
• To receive and answer as many calls as possible
• To ensure that the customers are satisfied
• Direct calls to other departments if needed
• Be familiar with all the developments, features and characteristics of the company so that the customer queries can be quickly resolved
• Set up a system that deals effectively with the ICT channels
• Keep track of the number of calls received and prepare a report of the output of the company
• Install and maintain new software applications that enhance customer support

Service desk technician skills and specifications

The skills and specifications of a service desk technician are:

• Exceptionally good oral and written communication skills
• A good knowledge about ICT concepts and their applications
• A good knowledge about customer service and support ethics
• A good knowledge about hardware and software applications
• A good knowledge about the operating systems
• Keep up to date with the technological developments in the ICT and customer care industry

Service desk technician education and qualifications

The education and qualifications needed for the job of a service desk technician are:

• A bachelor’s degree in computer science or information technology
• A course like MCSE will provide good future prospects

Service desk technician salary

The mean salary of a service desk technician is $45,000 per year.