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.
Un Help Desk Clerk debe ser capaz de cumplir con varias funciones y responsabilidades. Las siguientes son algunas funciones y responsabilidades que un Help Desk Clerk debe ser capaz de ejecutar:
- 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
Un Help Desk Clerk competitivo tendrá ciertas habilidades y calificaciones, incluyendo:
- 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
