Help desk agents serve as the first point of contact between customers requiring technical support and the IT department. They solve simple problems and direct unresolved issues to the dedicated IT support team. Help desk agents work in a call center environment and can work full-time or part-time. Candidates who are natural problem solvers with high levels of patience excel in this role. The chain of command for help desk managers follows a traditional leadership ladder and reports directly to their team leaders.
Help Desk Agent Duties and Responsibilities
The specific tasks performed by help desk agents can vary greatly depending on the product and industry they support. However, most employees in this role perform the same general tasks regardless of what industry they are in:
Provide first-class support
When customers require assistance with a problem they encounter, they first contact the help desk agents. These support employees provide first-rate customer support, covering basic troubleshooting.
Complicated climbing problems
If the problem is too complicated for the help desk agent to fix it on their own, they will pass it on to level two or three support teams. This escalation is done via call forwarding or ticketing systems.
Customer monitoring
When help desk agents report more complicated issues, the call ends without final resolution for the customer. It is the responsibility of the help desk agent to follow up with the customer after the problem is resolved to ensure that it is resolved to the satisfaction of the customer.
Call performance monitoring
Help desk agents track your performance on each of your customers' calls. This may include listening to previous calls and reviewing surveys left by the customer. After monitoring call performance, the help desk agent looks for ways to improve their work.
Recommend product improvements
Help desk agents are often the first employees to encounter bugs or problems with the company's product. As such, they have a responsibility to inform their supervisors and other interested parties about common problems so they can be resolved more quickly.
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