Help Desk Coordinator Responsibilities

Help desk coordinator is a part of the professional help desk team that provides support to its clients and helps in resolving their issues. Help desk coordinator responsibilities comprise answering the calls received from the client, planning, organizing, and prioritizing the work and ensuring that high quality of services is being rendered to its clients, thereby ensuring better customer satisfaction. Thus, he/she plays a crucial role in achieving the mission of the organization.

Key Responsibilities of a Help Desk Coordinator

The help desk coordinator is responsible for providing support and assistance to the client by troubleshooting the technical issues and providing the appropriate resolutions for the same. He/she researches the basic cause of the problem and makes sure that it does not reoccur frequently. He/she escalates the problem to the next level if he/she is unable to resolve it at his/her level. To get a better idea, listed below are a few of the key responsibilities that need to be handled by a help desk coordinator in information technology:

  1. To answer all the requests received through phone, emails, walk ins, etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding to its quality standards.
  2. To assess and analyze the problem, to study its impact and to advise on the proper supportive functions that are necessary.
  3. To recognize the problem areas, to gather the relevant information, and to conduct a thorough research to diagnose the source or the root cause of the issue.
  4. To recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.
  5. To keep a track record of all the relevant documentation and to make sure effective contribution is made to improvize the operational procedures.

In short, he/she functions as the single most important link for all the information technology related or non IT related queries, and provide assistance in resolving them or directing them to the appropriate personnel. He/she serves as an interlink between the clients and the computer technicians. He/she makes sure that all the issues have been streamlined and directed properly, and that they are in compliance with the operational rules and regulations. He/she may be involved in basic account administration tasks like mailbox, password setting, extension of accounts, etc. He/she consults with the other staff members to develop procedures for improving their services and makes sure that all the relevant documentation has been maintained. He/she generally works under the supervision of a help desk supervisor and ensures that all the essential help desk activities are carried out efficiently.

Essential Skills

The help desk agent should be an outgoing and confident person with pleasant voice. He/she should be eager and willing to help people to sort out their problems. He/she should have multitasking ability and should be ready to work in a fast paced work environment. Excellent problem solving and analytical skills would prove to be an advantage. He/she should be able to follow the given instructions carefully and should be comfortable working in a team environment. Excellent communication skills with effective organization and management skills is a must.

Educational Background

To be able to perform the job of a help desk agent, it is necessary that an individual should have completed a bachelor's degree in computer science or information technology from an accredited college or university. Good computer skills with in depth knowledge of software, hardware, etc., would prove to be an added advantage. Some organizations may prefer to hire a high school diploma holder with some previous help desk experience.

Work Schedule

The duty hours of a help desk agent normally expects him/her to work for thirty five to forty hours per week. However, he/she must be ready to work in flexible or rotating shifts depending on the work load and must be ready to do the assigned duties whenever there is a call. He/she must be comfortable working under stressful work conditions and must be able to deal with difficult customers.

Salary Details

The average salary earned by a help desk coordinator is $57,000. The minimum starting salary offered is close in the range of $42,000, while the maximum can go up to the level of $70,000. The difference in salary is usually due to various factors like academic background, skills, location, type and size of the organization an individual is employed in.

Career Prospects

The career prospects are really bright for the individuals aspiring to stabilize in this field. There are ample opportunities for growth and development. Depending on the performance, an individual may progress to higher posts like a help desk supervisor position or a help desk manager.

Thus, if you want to climb up the ladder of success, help desk coordinator responsibilities must be implemented effectively and efficiently in a professional manner.

Contact Us : Privacy Policy