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Help Desk Clerk Job Description: Top Duties and Qualifications

A Help Desk Clerk, or Service Desk Clerk is the primary point of contact between end users and the IT department in an organisation. Their primary duties include taking reservations from customers, responding to customer queries and keeping track of office equipment and supplies.

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Help Desk Clerk duties and responsibilities

Help Desk Clerks respond to emails and telephone calls from customers or fellow employees who need help with computer-related issues. Their day-to-day duties and responsibilities include:

  • Walking users through the functions and back-end operations of a software
  • Helping the development teams in conceptualising upgrades or updates based on customer feedback that will improve the user experience
  • Monitoring and responding effectively and quickly to requests received via the IT helpdesk and creating training materials with screenshots for customers
  • Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems
  • Documenting internal procedures and maintaining daily performance of computer systems
  • Working through the process of solving problems with clients and encouraging them to do the same in the future
  • Running diagnostics to resolve problems, cleaning up computers and training incoming staff
  • Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
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What does a Help Desk Clerk do?

Help Desk Clerks are responsible for determining computer issues and helping with the installation, setup and utilisation of new software and hardware. They may work on site or in a remote area. They may also perform their duties by communicating with employees or customers over the phone, via email or using a chat box over the computer.

Help Desk Clerk skills and qualifications

A successful Help Desk Clerk candidate will have various prerequisite skills and qualifications that typically include:

  • Excellent verbal and written communication skills
  • Good customer service and problem-solving skills
  • Excellent computer skills and the ability to troubleshoot computer-related problems
  • Proficiency in various computer software
  • In-depth understanding of project management
  • Ability to prioritise tasks, build good relationships with stakeholders and prepare budgets
  • Time management skills and attention to detail

Help Desk Clerk experience requirements

A Help Desk Clerk must have at least three years of experience in a similar role. They must also have experience in diagnosing and resolving computer-related issues and researching, analysing and interpreting automated systems. Candidates must also have working experience in the fundamental operations of relevant software or hardware.

Help Desk Clerk education and training requirements

The minimum education requirement for a Help Desk Clerk is a GCSE. However, many employers prefer candidates with a bachelor’s degree in information technology, computer science or a related field. Some of the coursework included in these degree programmes includes computer operating systems, networks, hardware and software. Employers usually provide training through one-year certificate programmes or technical programmes. They also often provide continuing education opportunities, such as IT boot camps where trainees can rapidly improve their skills in a short period of time.

Help Desk Clerk salary expectations

According to Indeed Salaries, the average salary for a Help Desk Clerk in the UK is £11.47 per hour. Their actual salary varies depending on their experience, education, geographical location and company.

Job description samples for similar positions

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Help Desk Clerk job description FAQs

What's the difference between a Help Desk Clerk and a Desktop Support Specialist?

A Help Desk Clerk is a technician who offers immediate assistance to end users who need help with technical issues. A Desktop Support Specialist is an IT professional who maintains computer software and hardware systems. They are responsible for installing new computer programs, providing technical support and managing updates.

What should you look for in a Help Desk Clerk CV?

Look for the candidate’s past training experience that would indicate that they take their job seriously. The CV must show a history of assisting clients to solve issues, resolving problems about a particular product and elevating problems to a management level.

Who does a Help Desk Clerk report to?

Help Desk Clerks typically report to the Services Manager, Marketing Manager or the Business Manager. They may also report to Compliance and Accountability Officers.

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