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IT Helpdesk Technician Job Ad Template

Spot the difference

Writing job ads can be tough if you’re not an expert on the role. For instance, what is the difference between an IT Helpdesk Technician, a Customer Support Specialist, and a Customer Success Manager? What about a Relationship Manager or a Receptionist? By knowing what qualities to look for in a candidate you’re more likely to set yourself up for success and attract the right talent.

In short, IT Helpdesk Technicians fix technical problems, Customer Support Specialists assist with product usage, and Customer Success Managers help optimise the usage of that product. Relationship Managers maintain and establish customer relations while Receptionists meet and greet customers.

  • The IT Helpdesk Technician provides technical support to customers, generally via phone or email. They help with troubleshooting and fixing technical issues for the customer.
  • A Customer Support Specialist also provides (technical) support but in a more dedicated and product-specific fashion. They teach customers how to use the product and function as a personal point of contact regarding any questions related to the product.
  • Customer Success Managers take it a step further by proactively approaching customers to ensure they use the product to its full potential. They are more involved in helping the customer’s business grow.
  • Relationship Managers are all about maintaining strong client relationships and actively attracting and building new ones. Their role is less product-focused and more aimed at cultivating strong relationships.
  • The Receptionist is generally seated at the reception desk at the entrance of the office. Their role is to greet customers, answer phone calls, and perform miscellaneous office management tasks.

Job Ad Template

  • Be clear in your description. Know the tasks of the role and ideally who the candidate should be.
  • This means you won’t need to read through too many CVs to find your superstar.
  • You might be tempted to use bullet points in this section, but resist the urge! Tell a story, show off all the cool things they would be responsible for, and get them excited to apply.
  • You should be more focused on your company culture and what your mission is, instead of their daily tasks.

About the role

Do you love troubleshooting to get to the root of a technical problem? Does hearing the words “it works now!” give you a sense of joy and satisfaction? Do you enjoy working in a highly customer-facing role? Then we want YOU to come and strengthen our IT helpdesk department!

As our IT Helpdesk Technician, customers will contact you about technical issues they face while using our product. Your responsibility is to help them solve their problems as quickly and efficiently as possible while always remaining friendly and professional. One of the most important skills to have as an IT Helpdesk Technician is that you’re able to translate complex technical processes into simple language that even the least technically skilled customer can understand.

Although you will spend most of your time assisting customers via phone, email, or live chat, you will be part of the larger IT helpdesk team and you should therefore be a real team player.

Do you think you tick all the boxes? Then apply today and we’ll get back to you ASAP!
Do you love troubleshooting to get to the root of a technical problem? Does hearing the words “it works now!” give you a sense of joy and satisfaction? Do you enjoy working in a highly customer-facing role? Then we want YOU to come and strengthen our IT helpdesk department!

As our IT Helpdesk Technician, customers will contact you about technical issues they face while using our product. Your responsibility is to help them solve their problems as quickly and efficiently as possible while always remaining friendly and professional. One of the most important skills to have as an IT Helpdesk Technician is that you’re able to translate complex technical processes into simple language that even the least technically skilled customer can understand.

Although you will spend most of your time assisting customers via phone, email, or live chat, you will be part of the larger IT helpdesk team and you should therefore be a real team player.

Do you think you tick all the boxes? Then apply today and we’ll get back to you ASAP!
  • This section is all about your candidate's experience and responsibilities. You should outline very clearly what they should expect from the job role, not from the company itself. 
  • You should use language that speaks to the candidate directly, use of “you”, “we” and “our” are all positives. 
  • Hard skills in this section are important, but don’t overlook the significance of soft skills, like communication and being a team player, these can make a huge difference to the way people work alongside each other and gel professionally. 
  • What do you believe in, and what are your core values?

Responsibilities

Remember these are example responsibilities, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Be the first point of contact for customers who are facing technical issues.
• Answer customer queries and assist customers via multiple channels (i.e. phone, email, live chat)
• Assist through remote troubleshooting and walking customers through setups, installations, or the resolving of malfunctions.
• Record technical problems and your solutions in logs.
• Know the technical workings of our product by heart and continuously stay up to date with the latest features or product changes.
• Feed customer complaints and suggestions back to relevant internal departments (e.g. product, marketing, development).
• Write, update, and improve existing and new training materials and manuals.
• Share your technical knowledge with other technical staff where appropriate.
Remember these are example responsibilities, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Be the first point of contact for customers who are facing technical issues.
• Answer customer queries and assist customers via multiple channels (i.e. phone, email, live chat)
• Assist through remote troubleshooting and walking customers through setups, installations, or the resolving of malfunctions.
• Record technical problems and your solutions in logs.
• Know the technical workings of our product by heart and continuously stay up to date with the latest features or product changes.
• Feed customer complaints and suggestions back to relevant internal departments (e.g. product, marketing, development).
• Write, update, and improve existing and new training materials and manuals.
• Share your technical knowledge with other technical staff where appropriate.
  • This section is essential to finding the candidate with the skills and qualifications that will help them in their job role.
  • This should be clear and concise and set boundaries for submissions.
  • The more information you add to your skills section, the less candidates you’ll have to sift through to find the right one.
  • This would waste both your time and the potential candidate so avoid being wordy as much as possible. Think about what would be an essential part of this role, and what would the applicant need to be successful in the job?

Requirements

Remember these are example requirements, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Proven experience (at least 2 years) as an IT Helpdesk Technician or a similar role.
• Passion for technology and incredibly tech-savvy.
• Deep understanding of computer systems, databases, and mobile devices.
• Ability to troubleshoot and diagnose technical issues.
• Adaptability and improvisation skills; even when you don’t know a particular technical issue yet your power of deduction and problem-solving will help you get to the root of the issue.
• Meticulous way of working and, ideally, experience in keeping logs.
• Excellent interpersonal and communication skills as this is a highly client-facing role.
• Capable of communicating findings and sharing your knowledge with customers, colleagues, and other stakeholders alike.
• Ability to work under pressure and maintain a friendly and professional attitude at all times.
Remember these are example requirements, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Proven experience (at least 2 years) as an IT Helpdesk Technician or a similar role.
• Passion for technology and incredibly tech-savvy.
• Deep understanding of computer systems, databases, and mobile devices.
• Ability to troubleshoot and diagnose technical issues.
• Adaptability and improvisation skills; even when you don’t know a particular technical issue yet your power of deduction and problem-solving will help you get to the root of the issue.
• Meticulous way of working and, ideally, experience in keeping logs.
• Excellent interpersonal and communication skills as this is a highly client-facing role.
• Capable of communicating findings and sharing your knowledge with customers, colleagues, and other stakeholders alike.
• Ability to work under pressure and maintain a friendly and professional attitude at all times.

Need inspiration?

Your job description will not attract talent all on its own. So when putting together your job post, be sure to show what it's like working at your company not just textually but visually!

  • Remember, attracting a candidate is just as much about your company culture as the job role itself. Make sure to include points that make you seem desirable too!
  • Add photos that show off your office space, team events and your team having a great time.
  • Maybe you could include a video of some team members explaining why they love coming to work, or why they like their role.
  • Include a grid of attractive perks with some nice illustrations. Maybe you have unlimited holidays, or you have an attractive parental leave cover - show off!
  • Why not embed your company's Instagram feed to give a IRL overview of the day-to-day.

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