IT Service Desk 

IT Service Desk 

To write an effective IT service desk job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service desk job description templates that you can modify and use.

Sample responsibilities for this position include:

• A sound knowledge of and experience with supporting PCs, Windows operating systems (Win7/Win8/Win10) and Windows-based applications, Microsoft Office 2013 & 2016
• Support our growing mobile and in office workforce on such issues as network connectivity, hardware failures, software usage (including Windows OS and Commercial off-the-shelf applications), phone system
• Utilize imaging and software library to deploy systems reimage and migrate data as needed
• Research new ways to improve technology service delivery and make recommendations to improve performance, minimize downtime, improve response times and reduce costs
• Ask appropriate probing questions to gather relevant information to aid in resolution of request
• Troubleshoot and image PCs, printers, and cellphones
• Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
• Set client expectations when opening and assigning tickets and ensure all request/services are executed on time in accordance with service level agreements with the business
• Acquire and maintain current knowledge of core hardware standards and applications, new technologies/applications being introduced in order to provide technically accurate solutions to clients
• Provide outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests, both over the phone and desk side