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IT Helpdesk Technician Job Ad Template

Are you asking yourself, what is an IT Helpdesk Technician? The IT Helpdesk Technician provides technical support to customers, generally via phone or email, helping by troubleshooting and fixing technical issues.

Scroll down for our free IT Helpdesk Technician job ad template!

What is in an IT Helpdesk Technician’s job description?

An IT Helpdesk Technician has to be incredibly tech-savvy and a patient knowledge-sharer. They generally communicate with customers via phone, email, or live chat to troubleshoot and fix any technical issues at hand.

Main characteristics of an IT Helpdesk Technician’s job description:

  • IT Helpdesk Technicians generally work within the Customer Service and/or IT team at larger firms that offer a digital product or service
  • Since they have to have extensive knowledge of the product or service that’s offered, they often collaborate closely with the Product team as well
  • An IT Helpdesk Technician is extremely tech-savvy and loves to help customers solve technical problems
  • Other names used for this role include IT Support Technician, Service Desk Technician, IT Support Engineer, and IT Help Desk Technician

IT Helpdesk Technician Job Description Example

  • 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

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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!
Du liebst es, einem technischen Problem auf den Grund zu gehen und es zu lösen? Es fällt dir leicht, komplexe technische Prozesse auch für technisch unbewanderte Kunden leicht verständlich darzustellen? Es erfüllt dich mit Freude und größer Zufriedenheit, wenn du ein „Jetzt funktioniert′s“ hörst? Du bist ein hervorragender Teamplayer und arbeitest gern in einem kundenorientierten Bereich? Dann suchen wir dich, um unsere IT-Helpdesk-Abteilung zu verstärken!

Als Techniker im IT-Helpdesk (m/w/d) unterstützt du mithilfe deiner ausgeprägten Fähigkeiten rund um Kommunikation und Wissensweitergabe und deines technischen Know-hows unsere Kunden per Telefon, E-Mail oder Live-Chat dabei, Probleme so schnell, effizient und professionell wie möglich zu lösen. Bewirb dich jetzt und werde ein geschätzter Teil unseres IT-Helpdesks!
  • 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?

IT Helpdesk Technician Responsibilities

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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.
Denken Sie daran, dass es sich hier um Beispiele für Aufgaben handelt, die nicht alle für Ihre spezifische Stellenanzeige relevant sind. Bitte passen Sie die Aufgaben an die Bedürfnisse Ihres Unternehmens an.

• Du bist unsere erste Anlaufstelle für Kunden, die mit technischen Problemen konfrontiert sind.
• Du beantwortest Kundenanfragen und unterstützt die Problemlösung über verschiedene Kanäle (z. B. Telefon, E-Mail, Live-Chat).
• Du unterstützt unsere Kunden bei der Fehlersuche aus der Ferne und führst sie durch die Setups, Installation oder die Behebung von Störungen.
• Du dokumentierst technische Probleme und deine Lösungen in Protokollen.
• Du hältst dich ständig über die neuesten Funktionen oder Produktänderungen auf dem Laufenden und lässt deine Kenntnisse in deine Arbeit einfließen.
• Du leitest Kundenbeschwerden und Vorschläge an die zuständigen internen Abteilungen weiter (z. B. Produkt, Marketing, Entwicklung).
• Du schreibst, aktualisierst und verbesserst bestehende und neue Schulungsunterlagen und Anleitungen.
• Du teilst dein technisches Wissen mit deinen Kollegen.
  • 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?

IT Helpdesk Technician Requirements

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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.
Denken Sie daran, dass es sich hierbei um Beispielanforderungen handelt, die möglicherweise nicht alle mit Ihrer spezifischen Stellenbeschreibung übereinstimmen. Bitte passen Sie die Stichpunkte an die Bedürfnisse Ihres Unternehmens an.

• Du bringst mindestens 2 Jahre Berufserfahrung als IT-Helpdesk-Techniker oder aus einer ähnlichen Funktion mit.
• Du hegst eine Leidenschaft für Technologie und besitzt ein hohes Maß an technischem Verständnis.
• Du bringst fundierte Kenntnisse über Computersysteme, Datenbanken und mobile Geräte mit.
• Du bist in der Lage, technische Probleme zu diagnostizieren und zu beheben.
• Du zeichnest dich durch Agilität und Improvisationstalent aus kannst dank deiner Kombinationsgabe und Problemlösungskompetenz jedem Fehler auf den Grund gehen.
• Deine Arbeitsweise ist sorgfältig und du hast idealerweise bereits Erfahrung im Führen von Protokollen.
• Du verfügst über ausgezeichnete zwischenmenschliche und kommunikative Fähigkeiten.
• Du bist in der Lage, deine Ergebnisse zu kommunizieren und dein Wissen mit Kunden, Kollegen und anderen Beteiligten zu teilen.
• Du bewahrst auch unter Druck kühlen Kopf und eine freundliche und professionelle Haltung.

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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