Service desk technician job description and profile

The job of a service desk technician consists of making use of the computer technology to provide thorough customer support as well as solve technical problems in the company. A service desk technician also takes care of software and hardware related complaints in the company.

Service desk technician duties and responsibilities

The duties and responsibilities of a service desk technician are:

  • To receive customer calls and answer their queries
  • Ensure that the information and communications (ICT) in the company is working smoothly
  • To receive and answer as many calls as possible
  • To ensure that the customers are satisfied
  • Direct calls to other departments if needed
  • Be familiar with all the developments, features and characteristics of the company so that the customer queries can be quickly resolved
  • Set up a system that deals effectively with the ICT channels
  • Keep track of the number of calls received and prepare a report of the output of the company
  • Install and maintain new software applications that enhance customer support

Service desk technician skills and specifications

The skills and specifications of a service desk technician are:

  • Exceptionally good oral and written communication skills
  • A good knowledge about ICT concepts and their applications
  • A good knowledge about customer service and support ethics
  • A good knowledge about hardware and software applications
  • A good knowledge about the operating systems
  • Keep up to date with the technological developments in the ICT and customer care industry

Service desk technician education and qualifications

The education and qualifications needed for the job of a service desk technician are:

  • A bachelor’s degree in computer science or information technology
  • A course like MCSE will provide good future prospects

Service desk technician salary

The mean salary of a service desk technician is $45,000 per year.