How to write a Support Desk Technician job description

Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Support Desk Technician job title

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimise your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialised, consider including the specialisation in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

Examples of Support Desk Technician job titles

    Support Desk Technician
    Senior Help Desk Technician
    IT Help Desk Operator
    Support Desk Technician(Part-Time)
    Help Desk Operator

Support Desk Technician job summary

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Example of a Support Desk Technician job summary

Do you love solving problems that others can’t fix? Are you comfortable walking novices through complicated computer tasks? If so, we need you on our team! We’re hiring three Support Desk Technicians to staff the customer service department of our software company. The ideal candidates will have experiencing explaining complex solutions to intricate problems and will thrive on helping people reach their goals. We’re looking for team-oriented, highly motivated professionals with backgrounds in IT. We offer a competitive salary, bonuses, benefits and generous leave. If this sounds like a good fit, get in touch with us today.

Support Desk Technician responsibilities and duties

The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organisation and who the employee reports to.

Examples of Support Desk Technician responsibilities

    Respond to emails from employees and customers seeking help with software- or computer-related issues
    Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goals
    Aid the development team in conceptualising updates and upgrades that will enhance users’ experience
    Walk customers through the steps to achieve a goal in our software on the phone
    Maintain a high level of courteous customer service at all times

Support Desk Technician qualifications and skills

Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

Examples of Support Desk Technician skills

    School leaver’s certificate required (tertiary qualification preferred)
    4+ years’ experience in IT-related position
    Familiarity with project management software a plus
    Excellent customer service skills
    Strong verbal communication and problem solving skills
    Second language a plus
    Able to work in a fast-paced environment

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