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.
- 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.
- 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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