WHAT DOES A HELP DESK DO?

Published: Jun 17, 2025 - The Help Desk Professional provides technical support for hardware, software, and network-related issues to ensure seamless daily operations. This role manages user inquiries through ticketing systems, phone, or email, while maintaining detailed documentation of each interaction. The individual contributes to system reliability, enhances user satisfaction, and supports overall organizational efficiency.

A Review of Professional Skills and Functions for Help Desk

1. Help Desk Administrator Duties

  • Client Communication: Contact the client and internal/external stakeholders
  • Complaint Logging: Logging any complaints or queries and escalating
  • Issue Management: Managing chases, complaints and escalations
  • Staff Support: Providing support to the Help Desk Analysts
  • Roster Checking: Checking that all rosters are in place on the system
  • Absence Recording: Ensuring that all annual leave, sickness absence and other absences are logged onto the system
  • Issue Escalation: Escalating any issues or concerns about the input to the Business Support Manager and Regional Operations Managers/Duty Managers
  • System Correction: Rectify any problems on Timegate before the monthly payroll run
  • Payroll Verification: Carrying out the final check of employee hours before confirming with the monthly payroll
  • Payroll Assistance: Dealing with any payroll queries
  • System Training: Help and support staff to use Timegate
  • Report Preparation: Providing weekly reports on absence, hours worked, H&S briefing and client complaints

2. Help Desk Analyst Details

  • End-User Support: Supporting end users working on-site and remotely on technical issues
  • Request Handling: Answering incoming requests through the ticketing system, phone calls, email, and providing remote support
  • Call Management: Work in a high-call volume environment while practicing strong communication and documentation skills
  • KPI Tracking: Responsible for weekly/monthly KPIs or metrics in this role
  • Team Collaboration: Assist with Field Technician team to provide extra support
  • Phone Support: Working in a phone-support environment to troubleshoot and resolve end-user technical issues
  • Ticket Documentation: Opening and documenting tickets in the ServiceNow trouble ticketing system
  • Helpdesk Management: Manage a high-volume helpdesk environment to troubleshoot and resolve 50+ tickets daily
  • Root-Cause Troubleshooting: Troubleshoot and determine root-cause investigations for Windows 10 machines, Office 365, password resets, rebooting computers, accessing networked printers, network connectivity, etc.
  • Customer Service: Provide exceptional technical customer service to all levels of end users, including managers, directors and executives

3. Engineering Helpdesk Coordinator Responsibilities

  • Call Allocation: Ensure service calls and RVs are allocated promptly, achieving department SLA´s
  • Team Contribution: Positively influence and contribute to team culture
  • Stakeholder Relations: Develop and maintain strong working relationships with key stakeholders
  • Client Service: Deliver a high level of client service at all times
  • Product Knowledge: Maintain an excellent knowledge of the machines and common issues
  • Call Response: Ensure the engineer's phone calls are answered promptly
  • Client Follow-Up: Support with outbound client care calls to confirm satisfactory completion of technical calls
  • Policy Adherence: Adhere to department policies and procedures
  • Email Monitoring: Monitor department email volumes to ensure clients receive a prompt response
  • Project Support: Provide support with ad-hoc projects and tasks

4. Help Desk Manager Job Summary

  • Technical Coaching: Provide advice, coaching and technical support to embed the use of best practice processes, tools and models
  • Effectiveness Evaluation: Evaluate the effectiveness of best practice processes, tools and models in the areas
  • Message Delivery: Convey messages and gain understanding for them by adopting a wide range of styles, tools and techniques
  • Knowledge Sharing: Share information, good practice and expertise with others
  • Persuasive Communication: Use persuasive logic to win support or change views
  • Diplomatic Messaging: Deliver difficult/unpopular messages with clarity and diplomacy
  • Skill Diagnosis: Diagnose the development needs of individuals and teams, identifying skill needs and skill gaps
  • Training Selection: Review training and development options and select the appropriate methodology, considering the individual, project and business requirements
  • Skill Integration: Incorporate within routine work processes opportunities for skills development
  • Team Coaching: Coach and/or mentor individuals and teams to address learning needs across USHMM, but particularly within the Help Desk Leadership and Teamwork
  • Team Purpose: Create a sense of common purpose and commitment
  • Service Culture: Foster a culture that encourages and recognizes effective customer service and attainment of performance goals
  • Input Encouragement: Value and encourage input on how to achieve objectives

5. Help Desk Specialist Accountabilities

  • Relationship Building: Form strong business relationships with customers and partners
  • Customer Assistance: Work with clinical staff and patients of different demographics to assist and/or resolve problems
  • Developer Collaboration: Work with developers to rectify problems reported by customers
  • Functionality Validation: Validate applications' functionality and user experience after product release
  • Post-Fix Testing: Test fixes and perform post-resolution follow-ups to ensure problems have been resolved
  • Meeting Participation: Participate in scheduled meetings/trainings
  • Issue Investigation: Own and investigate a wide variety of issues at both an application and database level
  • Status Communication: Effectively communicate investigation status to customers and partners
  • Solution Writing: Produce robust, well-written solutions for these issues
  • Team Collaboration: Team up with the development team to resolve issues
  • Process Improvement: Identify and deliver improvements to the knowledge base, support processes and tools

6. Help Desk Supervisor Functions

  • CAFM Management: Provide efficient and effective management of the site's CAFM system
  • Performance Analysis: Provide analytical data on engineers' performance
  • Team Supervision: Provide Line Management support to the helpdesk team
  • Compliance Monitoring: Ensure that the Statutory Compliance of the site is maintained
  • SLA Management: Ensure that the contract operates and achieves all of its SLAs and KPIs
  • Information Source: Act as a central source of information for all CAFM-related matters
  • Asset Updating: Ensure any changes identified for the site's asset database are reflected within the CAFM System
  • Reporting Support: Support the managers in the preparation of monthly reporting, including profit and loss account with analysis and commentary, balance sheet extracts and reconciliations, and detailed project profitability reporting
  • Forecast Planning: Profit and loss forecasts and annual plans
  • Financial Updating: Ensure that any financial changes as a result of a change in the asset are captured and reflected through the contract
  • System Training: Develop, implement and maintain user guides for the systems and provide training on the system use to Engineers, Managers, and Helpdesk Operators
  • Task Scheduling: Review and schedule planned tasks to minimise the peaks and troughs throughout the year, taking into consideration holidays and site closures

7. Help Desk Supporter Job Description

  • Customer Service: Provide top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms
  • Active Listening: Use active listening skills and ask probing questions to determine the user’s need and utilize available solutions to fulfill orders and resolve issues
  • Ticket Management: Enter, classify, prioritize, monitor, resolve and escalate incident tickets using CoServ’s ticketing system
  • Order Fulfillment: Enter, prioritize, monitor, approve, fulfill and escalate orders and service request tickets using the Matrix42 Service Management product suite
  • Login Support: Resolve username and password login issues for the domain, VPN and various application accounts
  • Mobile Support: Provide mobile device support (iOS and Android phones and tablets)
  • Asset Management: Asset management (hardware and software), including auditing and remediation
  • Procurement Handling: Hardware and software sourcing and procurement
  • Issue Resolution: Work with advanced-level support staff to provide solutions for incidents and service requests
  • Vendor Coordination: Maintain a working relationship with vendors to ensure smooth order fulfillment and problem resolution
  • Documentation Writing: Produce and maintain quality technical and customer-facing documentation

8. Help Desk Support Specialist Overview

  • Technical Support: Provide technical support to TCB employees via phone, remote screen-share and in person while adhering to company standards and guidelines
  • Remote Assistance: Remotely support employees who are based on-site, traveling, or at remote offices
  • Phone System Knowledge: Basic knowledge of VOIP, Hosted PBX and enterprise cloud-based phone systems
  • Software Deployment: Perform software deployment and implementations
  • Ticket Documentation: Thoroughly document support activities in a ticketing system, keeping track of ongoing issues and providing effective solutions
  • Knowledge Creation: Create Knowledge Base articles for unique solutions to new technical challenges that arise
  • Device Maintenance: Maintain computers and mobile devices with updates to ensure usability and security
  • Issue Diagnosis: Identify and diagnose any issues that arise and offer effective solutions, following through to resolution
  • Image Development: Work with vendors and staff to create desktop/laptop images with the latest updates and configurations
  • Professional Representation: Represent the IT department with the highest level of professionalism and customer service

9. Help Desk Technician Details and Accountabilities

  • Help Desk Support: Provide Help Desk support and troubleshooting for client end-users
  • Ticket Monitoring: Actively monitoring Chopra Global's ticketing system for inbound client tickets
  • Issue Remediation: Remediating issues with Chopra Global's customers' workstations and/or software
  • Proactive Support: Proactive remediation of any issues discovered with services and/or products offered under the Chopra Global portfolio
  • Status Updates: Provide continual status updates to customers regarding trouble tickets
  • Vendor Coordination: Open internal trouble tickets on Chopra Global vendor hardware/software issues and assign to and work with appropriate groups to achieve resolution
  • Network Support: Provide back-up for the Network Administration team
  • Phone System Maintenance: Assist with the maintenance of the cloud-based phone system
  • Security Mentorship: Mentor users on compliance with IT security policies and procedures