What are the tasks and responsibilities of helpdesk/support technicians?
Helpdesk/support technicians respond to questions and provide solutions to all kinds of problems – mainly via phone but also via e-mail, chat or remote support. The customer requests are centrally managed by an issue tracking system. A helpdesk is usually divided into three levels; each level is managed by a specific group of specialists:
The first-level support is the first point of contact for the customer. Basic IT skills are required; a specialisation, however, is usually not necessary. If the first-level helpdesk/support technicians are not able to solve the problem, the ticket is passed on to more specialised technicians in the second-level support unit. If they cannot solve the problem either, the ticket is forwarded to the third-level support experts.
- Answering customer requests regarding hardware and software
- Providing help with problems and finding solutions
- Increasing customer satisfaction