Help Desk job description guide

Hiring a Help Desk

As part of the IT support team, the Help Desk role ensures the smooth running of your company’s IT systems. Help Desk responsibilities include maintaining the organisation’s computer networks, and providing technical support to users.

The Help Desk is also tasked with monitoring and maintaining the effective operation of the company’s computer systems, installing and configuring new hardware and software, and solving technical problems when they arise.

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A Help Desk career

A career as a Help Desk expert is highly varied, and as a valued member of the IT team you will have exposure to a variety of challenges facing system users. Using your knowledge of hardware and software, you will help to ensure the smooth running of your company’s IT systems, solving problems when they arise.

In addition to providing technical support to users, your role in Help Desk will involve installing and configuring new hardware and software, and replacing or repairing IT equipment where necessary.

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Help Desk duties and responsibilities

The role of a Help Desk is broad, with a job description that covers a range of responsibilities, including:

  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests
  • Providing technical support across the company either in person or by phone
  • Setting up accounts for new users
  • Repairing and replacing equipment as necessary
  • Testing new technology

Help Desk qualifications and requirements

It is desirable but not essential for a Help Desk candidate to hold a Bachelor’s degree, preferably in:

  • Computer Science
  • Computing
  • Engineering

A Help Desk expert should also have the following personal skills and experience:

  • Two or more years of experience in solving IT problems and responding to user queries
  • Strong understanding of a variety of hardware and software
  • The ability to prioritise workload
  • Excellent Japanese and English business language skills – both spoken and written
  • Strong interpersonal skills to support users across the organisation

Are you looking for a Help Desk role? View our latest Help Desk jobs here.