Help Desk Clerk

Remote

⚡ Support

Help Desk Clerks serve as the main point of contact for customers who have difficulties using hardware and software they previously purchased. They resolve technical issues, answer questions and educate customers on how to use their employers’ products and services. When they perform their assigned duties well, they help to ensure client satisfaction. Help Desk Clerks can drive repeat business and referrals, lessen refunds and help sell additional products and services.

What does a Help Desk Clerk do?

A Help Desk Clerk, also called a Help Desk Specialist, is the main point of contact between a customer and the information technology (IT) department. Their main duties include answering customers’ questions via chat boxes or phone calls, helping customers set up their computer systems and diagnosing customers’ computer issues.

Responsibilities

A Help Desk Clerk should be able to fulfill various duties and responsibilities. The following are some duties and responsibilities a Help Desk Clerk should be able to execute:

Resolving customer issues with company products
Gathering information to diagnose problems
Gathering information to diagnose problems
Directing issues and questions to the right department, when needed
Recommending additional products and services that may benefit clients
Maintaining accurate records of interactions with customers and recurring user problems

Required Skills

A competitive Help Desk Clerk will have certain skills and qualifications, including:

Strong written and verbal communication skills to gather information and give directions over the phone and via online chats
Problem-solving and research skills to find solutions for customer problems when a solution is not immediately apparent
Interpersonal skills to create connections and provide positive experiences for customers
Technological skills specific to the company’s products and troubleshooting practices
Conflict resolution skills to manage unsatisfied clients and come up with solutions to their complaints
Project management skills and familiarity with project management software to track the resolution of issues

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