WHAT DOES A HELP DESK SPECIALIST DO?

Updated: Oct 16, 2025 - The Help Desk Specialist provides Level 1 support by receiving, investigating, and resolving technical issues related to software applications, company systems, and network infrastructure. This position escalates complex problems, manages incident logs, and assists with training users, deploying updates, and maintaining secure, efficient IT operations. The specialist also collaborates with service providers and project managers to coordinate network upgrades, cabling implementations, and the timely delivery of IT projects.

A Review of Professional Skills and Functions for Help Desk Specialist

1. Help Desk Specialist Overview

  • Computer Troubleshooting: Diagnose and resolve basic computer technical issues.
  • Printer Setup: Set up and troubleshoot printers.
  • PC Maintenance: Perform PC repair and manage inventory.
  • Asset Management: Be in charge of managing assets.
  • Software Troubleshooting: Troubleshoot software and Cloud PC experience issues.
  • Customer Support Documentation: Document customer interactions and update tickets in the IT tracking system.
  • Issue Escalation: Escalate issues to the next Tier based on difficulty level.
  • Customer Follow-up: Follow up with customers to ensure issues are resolved.

2. Help Desk Specialist Details and Accountabilities

  • Inbound Call Handling: Handle Level 1 inbound calls.
  • System Knowledge: Demonstrate basic understanding of system software and hardware.
  • Operational Procedures: Apply basic understanding of operational procedures.
  • Ticket Escalation: Escalate problem tickets within department guidelines when unable to resolve.
  • Ticket Management: Use the ticketing system to open and close tickets.
  • Incident Follow-up: Follow up on dispatched and non-dispatched incidents within departmental SLA guidelines.
  • Hardware Ordering: Order the hardware.
  • Incident Assistance: Assist with alerts, self-service incidents, and chats.

3. Help Desk Specialist Additional Details

  • Business Relationship Building: Form strong business relationships with customers and partners.
  • Customer Support Collaboration: Work with clinical staff and patients of different demographics to assist and resolve problems.
  • Support Tools Utilization: Use Help Desk, ITSM, and bug tracking software such as JIRA and HelpScout.
  • Developer Collaboration: Collaborate with developers to rectify problems reported by customers.
  • Application Validation: Validate application functionality and user experience after product releases.
  • Issue Resolution Testing: Test fixes and perform post-resolution follow-ups to ensure problems have been resolved.
  • Meeting Participation: Participate in scheduled meetings and training sessions.
  • Issue Investigation: Own and investigate a wide variety of issues at both application and database levels.
  • Status Communication: Effectively communicate investigation status to customers and partners.
  • Solution Documentation: Produce robust, well-written solutions for issues.
  • Issue Resolution Collaboration: Collaborate with the development team to resolve issues.
  • Process Improvement: Identify and deliver improvements to the knowledge base, support processes, and tools.

4. Help Desk Specialist Essential Functions

  • Technical Support: Provide technical assistance and support for new incidents, addressing both technical capabilities and business issues.
  • Customer Query Response: Respond to queries in person or over the phone.
  • Email Support: Respond to customer email messages by analyzing and resolving problems.
  • Incident Logging: Log all incidents and requests, and engage other service desks or appropriate service resources to resolve incidents.
  • IT Literacy: Demonstrate competent IT literacy related to applications and systems.
  • Knowledge Base Documentation: Engage with team members weekly to document Knowledge Base Articles (KBAs).
  • KBA Effectiveness Monitoring: Monitor the effectiveness of KBAs and recommend improvements.
  • Incident Triage: Perform initial assessment, triage, research, and resolution of incidents and requests.
  • Application Support: Support applications for incident response and problem resolution.
  • Incident Analysis: Provide a thorough analysis of incidents and solutions to restore disrupted services as quickly as possible.
  • RCA Documentation Oversight: Oversee incident documentation, ensuring accuracy within Root Cause Analysis (RCA).

5. Help Desk Specialist Role Purpose

  • IT Operations Oversight: Oversee all IT aspects of local and remote offices.
  • Employee Onboarding Support: Manage the setup of new employees, ensuring they are operational and their IT needs are addressed.
  • Help Desk Policy Development: Establish help desk policies and processes.
  • Cross-Team Collaboration: Collaborate closely with Security and DevOps teams.
  • IT Asset Management: Manage all IT assets, orders, stock, and suppliers.
  • Procedure Development: Write and implement work procedures.
  • Device Tracking: Order and track devices handed over to employees, along with necessary documentation.
  • Project Leadership: Participate in and lead projects related to systems customization and implementations.

6. Help Desk Specialist General Responsibilities

  • Ticket Troubleshooting: Perform initial ticket troubleshooting and document steps to resolve incidents following operational guidance via phone calls and/or ServiceNow queue, escalate issues to Tier 3 support.
  • Network Operations Reporting: Record and report on network operations and maintenance.
  • Network Performance Troubleshooting: Troubleshoot network performance issues and analyze network traffic.
  • Security Device Monitoring: Monitor and perform health checks on multiple perimeter security devices.
  • Perimeter Maintenance: Perform recurring maintenance activities such as device reboots on perimeter devices and implement firewall routing rules and policies.
  • System Operations Coordination: Maintain smooth operation of multi-user computer systems, coordinating with network engineers.
  • System Resource Management: Monitor and manage system resources, including CPU usage, disk usage, and response times, to maintain operating efficiency.
  • Security Administration: Perform systems security administration functions, including creating user profiles and accounts.
  • User and Vendor Interaction: Interact with users and evaluate vendor products, make recommendations for hardware and software purchases, coordinate installation, and provide backup recovery.
  • Policy Development: Develop and monitor policies and standards related to the allocation and use of computing resources.
  • Technical Standards Application: Apply technical standards, principles, and theories frequently.
  • Moderate Problem Solving: Work under general supervision, providing solutions to technical problems of moderate scope and complexity.

7. Help Desk Specialist Key Accountabilities

  • Level 1 Support: Receive, investigate, respond to, and resolve Level 1 technical and software questions and issues for all platforms, including the company intranet, Microsoft Office, Office 365, and various software applications.
  • Issue Escalation: Escalate complex problems as appropriate to facilitate timely solutions.
  • Incident Logging: Log all reported and resolved issues in the incident management system to identify trends and address underlying problems.
  • End User Training: Set up and train end users on their IT resources and access rights to ensure appropriate utilization of systems and applications.
  • System Upgrades Assistance: Assist in software and OS upgrades to enhance system functionality, efficiency, consistency, and security.
  • Network Infrastructure Evaluation: Evaluate existing regional building network infrastructure and implement technology updates within infrastructure and security standards, including configuring, implementing, and troubleshooting Cisco IOS switches.
  • WAN Deployment Coordination: Work closely with service providers to implement new WAN service deployments within established timelines.
  • Cabling Management: Coordinate and manage cabling service providers to implement base-building network cabling.
  • Project Task Completion: Complete assigned project tasks.
  • Stakeholder Communication: Provide updates to local business stakeholders.
  • Project Timeline Coordination: Work with the Project Manager to establish a deliverable timetable and provide regular updates.

8. Help Desk Specialist Roles and Details

  • Call Handling: Handle all incoming calls professionally and accurately while on duty.
  • Logistics Support: Support the arrangement of logistics and delivery of products and services, maintaining a consistent and high standard of customer experience.
  • Task Management: Action and complete assigned tasks on time, recording all activity related to the job, including actions taken, issue resolution, and status/outcome.
  • Shift Handover Documentation: Compile a clear and detailed handover during each shift to record all out-of-hours activities.
  • CRM Updating: Ensure the CRM system is updated daily with key stakeholders and their responsibilities for clients per shift via website and phone research.
  • Market Research: Research new markets to identify key stakeholders and generate leads for the sales team.
  • Handover Call Participation: Join the daily handover call at the beginning and end of each shift to ensure a smooth transition of tasks and responsibilities with the office-based team.
  • Marketing Support: Support the marketing department by keeping forms and documents branded accordingly on an ad hoc basis.
  • Operations Meeting Attendance: Attend the weekly handover meeting with Regional Operations Supervisors to review the week’s activity and prepare for planned weekend activities.

9. Help Desk Specialist Responsibilities and Key Tasks

  • Department Huddle Contribution: Contribute to the daily department huddle by reporting carried-over actions and actions to be completed.
  • Technician Guidance: Provide clear instructions and guidance to field-based technicians when assigned tasks.
  • File Management: Complete a daily file update, ensuring all files are correctly located on SharePoint with work completed the previous day.
  • Remote Reception Support: Provide remote reception support daily during normal business hours.
  • Customer Evaluation Handling: Send post-service evaluations to customers following technician visits and collate reports for the business monthly.
  • Inbox Management: Handle and respond to generic inboxes during the shift, providing details in the handover, aiming for inbox zero at handover for each inbox.
  • Call Reporting: Provide daily reports to Team Leaders on inbound and outbound calls for their teams and produce monthly qualitative reports as required by the business.
  • Ticket Monitoring: Monitor and report daily on the number and types of Customer Service Tickets raised, and collate monthly data for month-on-month reporting and comparison.
  • Process Adherence: Adhere to and follow the outlined business processes for all activities required to fulfill the duties of the role.

10. Senior Help Desk Specialist Duties and Roles

  • Hardware and Software Troubleshooting: Diagnose and correct problems with computer hardware and software.
  • Network Administration: Perform network troubleshooting utilizing advanced Network Administration tools.
  • Peripheral Support: Replace and support peripheral devices.
  • End User Training: Conduct training for end users.
  • Storage and Disk Support: Support file storage, disk management, and file permission requests.
  • Outlook Management: Manage Outlook permissions.
  • Lifecycle Management: Perform lifecycle management functions.
  • Data Preservation: Provide data storage preservation.
  • Policy Management: Update and revise policies and procedures.
  • Client Collaboration: Work cooperatively with clients on related network issues and firmware upgrades.
  • Workstation Imaging: Build images for workstations and deployment.
  • Issue Tracking: Document, track, and monitor issues using applicable systems and tools.
  • User Communication: Communicate with end users and team members.
  • Cross-Team Coordination: Coordinate with other teams or departments to resolve user problems.
  • Video Conferencing Support: Provide video teleconferencing end-user support and assistance.
Relevant Information
What Does A Help Desk Do?
What Does A Help Desk Manager Do?
What Does A Help Desk Supervisor Do?
What Does A Help Desk Support Specialist Do?