There are three main help desk roles:
- Help desk manager
- Help desk agent
- Help desk team lead
HELP DESK MANAGER
Help desk managers supervise technical support teams, track performance, and ensure that customer service standards are maintained. They train and support help desk technicians and manage any escalations. A help desk manager’s primary responsibilities are:
- Managing and supporting a team of help desk technicians.
- Mentoring teams, providing training, and conducting performance evaluations.
- Monitoring team performance and developing feedback reports for management.
- Communicating with clients and providing in-person and phone support, if required.
- Troubleshooting and resolving technical issues.
- Managing escalations and ensuring any issues are resolved promptly.
- Making recommendations to improve operational efficiency.
HELP DESK AGENT
Help Desk agents are customer support representatives. They provide technical assistance and answer any questions that potential and existing customers may have about your business, products, or services.
This can include everything from hardware issues to password reset requests and inquiries may come in by phone, email, or through a help desk portal.
Help desk agents are also often responsible for updating the company’s knowledge base and looking for ways to coach others and spread their technical expertise. Depending on the company’s size, there may be several tiers of agents, split based on support experience.
HELP DESK TEAM LEAD
Help Desk team lead supports the help desk manager by coaching new agents and ensuring everyone delivers great customer service and meets their Service Level Agreement goals.
- Manage the help desk call logging system and ensure it is fit for the purpose
- Oversee maintenance and troubleshooting call-out requirements
- Take an overview of service desk calls, response times, and customer satisfaction
- Understand and assist in compliance with software license requirements
- Offer hardware and software support as necessary
- Contribute to management meetings as required
