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A help desk representative mainly provides client support services through face-to-face interactions, aiming to resolve issues and concerns to ensure client satisfaction. Their responsibilities include answering inquiries, assisting clients in filling up forms, identifying their needs, providing detailed solutions, and referring them to other services as needed. Aside from face-to-face interactions, there are also instances where a help desk representative may provide services through calls and correspondence, troubleshoot problems, and provide step-by-step instructions according to the clients' needs.

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Help Desk Representative Responsibilities

Here are examples of responsibilities from real help desk representative resumes representing typical tasks they are likely to perform in their roles.

  • Monitor and manage information system security programs to include reporting security incidents and apply corrective security procedures.
  • Assist showrooms as part of support team with conversion from old POS PC system and registers to new ones.
  • Collaborate with appropriate technology/policy department to troubleshoot end user problems.
  • Provide basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements.
  • Check for windows updates and patches.
  • Assist remote users with setup and training of remote networking.
  • Perform account setup and maintenance for fifteen plant locations in five states.
  • Complete daily, weekly, and monthly backups for AS/400 and NT servers.
  • Perform daily, weekly and monthly backups of AS/400 and all clinical applications.
  • Provide first point of contact for troubleshooting hardware/software PC and printer problems via phone or remote access.
  • Inspect kiosk software to investigate and troubleshoot machine that includes motor, sensors, controller boards, and moving parts.
  • Educate customers about PC equipment, e-mail, software, & cable modems in a high-volume/high-demand inbound call center environment.
  • Encourage them to utilize their rewards and mobile application and the internet to make their financial needs much easier and accessible.
  • Support technical POS terminals remotely.
  • Maintain organization of backup tapes.

Help Desk Representative Job Description

When it comes to understanding what a Help Desk Representative does, you may be wondering, "should I become a Help Desk Representative?" The data included in this section may help you decide. Compared to other jobs, Help Desk Representatives have a growth rate described as "faster than average" at 10% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of Help Desk Representative opportunities that are predicted to open up by 2028 is 83,100.

On average, the Help Desk Representative annual salary is $35,779 per year, which translates to $17.2 an hour. Generally speaking, Help Desk Representatives earn anywhere from $27,000 to $45,000 a year, which means that the top-earning Help Desk Representatives make $18,000 more than the ones at the lower end of the spectrum.

As is the case with most jobs, it takes work to become a Help Desk Representative. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include an Information Technology/Support Technician, Information Technology Technician, Information Systems Technician, and Systems Support.

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5 Help Desk Representative Resume Examples

Help Desk Representative Skills and Personality Traits

We calculated that 21% of Help Desk Representatives are proficient in Customer Service, Technical Support, and Email. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.

We break down the percentage of Help Desk Representatives that have these skills listed on their resume here:

  • Customer Service, 21%

    Deliver the highest quality customer service through the execution of on every pharmacy/pharmacist interaction in a fast-paced call center.

  • Technical Support, 9%

    Provided technical support to hotel staff regarding use of a Micros-Fidelio thin client reservations software application.

  • Email, 9%

    Performed basic troubleshooting and provided support on email platforms Lotus Notes and Microsoft Outlook/Exchange.

  • Communication, 8%

    Screened and resolved 40-50 calls daily exhibiting excellent communication skills and building relationships to drive cohesive strategic operations.

  • Troubleshoot, 6%

    Review, analyze and troubleshoot technical issues * Identify and implement necessary modifications for residential customers * Complete new service orders

  • Outbound Calls, 4%

    Received inbound calls from doctors pharmacy technicians concerning medication refills for patients.

"Customer Service," "Technical Support," and "Email" aren't the only skills we found Help Desk Representatives list on their resumes. In fact, there's a whole list of Help Desk Representative responsibilities that we found, including:

  • Customer-service skills can be considered to be the most important personality trait for a Help Desk Representative to have. According to a Help Desk Representative resume, "Computer support specialists must be patient and sympathetic" Help Desk Representatives are able to use Customer-service skills in the following example we gathered from a resume: "Received incoming phone calls and responded to customer requests for assistance and or guidance to navigate through the DealerMatch website. "
  • Another trait important for fulfilling Help Desk Representative duties is Listening skills. According to a Help Desk Representative resume, "Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how Help Desk Representatives are able to utilize Listening skills: "Communicated with customers on incoming phone calls. "
  • Help Desk Representatives are also known for Speaking skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a Help Desk Representative resume: "Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." We also found this resume example that details how this skill is put to the test: "Assigned tickets not addressed by the Help Desk Unit to respective of the respective teams or individuals for action. "
  • In order for certain Help Desk Representative responsibilities to be completed, the job requires the skill "Writing skills." According to a Help Desk Representative resume, "Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." As an example, this snippet was taken directly from a resume about how this skill applies: "Provided responses to inquiries in writing, via email and Remedy ticketing system. "
  • As part of the Help Desk Representative description, you might find that one of the skills that might be helpful to the job is "Problem-solving skills." A Help Desk Representative resume included this snippet: "Support workers must identify both simple and complex computer problems, analyze them, and solve them." This skill could be useful in this scenario: "Resolved access permissions with in active directory. "
  • See the full list of Help Desk Representative skills.

    We've found that 46.3% of Help Desk Representatives have earned a bachelor's degree. Furthermore, 3.8% earned their master's degrees before becoming a Help Desk Representative. While it's true that most Help Desk Representatives have a college degree, it's generally possible to become one with only a high school degree. In fact, one out of every five Help Desk Representatives did not spend the extra money to attend college.

    Those Help Desk Representatives who do attend college, typically earn either Business degrees or Computer Information Systems degrees. Less commonly earned degrees for Help Desk Representatives include Information Technology degrees or Computer Science degrees.

    When you're ready to become a Help Desk Representative, you might wonder which companies hire Help Desk Representatives. According to our research through Help Desk Representative resumes, Help Desk Representatives are mostly hired by NCR, KPMG, and Beth Israel Deaconess Medical Center. Now is a good time to apply as NCR has 28 Help Desk Representatives job openings, and there are 26 at KPMG and 11 at Beth Israel Deaconess Medical Center.

    Since salary is important to some Help Desk Representatives, it's good to note that they are figured to earn the highest salaries at NCR, KPMG, and Sharecare. If you were to take a closer look at NCR, you'd find that the average Help Desk Representative salary is $60,438. Then at KPMG, Help Desk Representatives receive an average salary of $46,971, while the salary at Sharecare is $43,394.

    View more details on Help Desk Representative salaries across the United States.

    The industries that Help Desk Representatives fulfill the most roles in are the Technology and Finance industries. But the highest Help Desk Representative annual salary is in the Technology industry, averaging $42,121. In the Finance industry they make $37,178 and average about $35,611 in the Retail industry. In conclusion, Help Desk Representatives who work in the Technology industry earn a 34.9% higher salary than Help Desk Representatives in the Professional industry.

    The three companies that hire the most prestigious help desk representatives are:

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    What Information Technology/Support Technicians Do

    An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.

    We looked at the average Help Desk Representative annual salary and compared it with the average of an Information Technology/Support Technician. Generally speaking, Information Technology/Support Technicians receive $4,968 higher pay than Help Desk Representatives per year.

    Even though Help Desk Representatives and Information Technology/Support Technicians have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require Customer Service, Technical Support, and Email in the day-to-day roles.

    As far as similarities go, this is where it ends because a Help Desk Representative responsibility requires skills such as "Communication," "Outbound Calls," "Problem Resolution," and "High Volume." Whereas a Information Technology/Support Technician is skilled in "Laptops," "End User," "OS," and "Printers." So if you're looking for what truly separates the two careers, you've found it.

    Information Technology/Support Technicians tend to make the most money in the Finance industry by averaging a salary of $54,722. In contrast, Help Desk Representatives make the biggest average salary of $42,121 in the Technology industry.

    On average, Information Technology/Support Technicians reach similar levels of education than Help Desk Representatives. Information Technology/Support Technicians are 1.1% more likely to earn a Master's Degree and 0.3% less likely to graduate with a Doctoral Degree.

    What Are The Duties Of an Information Technology Technician?

    An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.

    Now we're going to look at the Information Technology Technician profession. On average, Information Technology Technicians earn a $17,342 higher salary than Help Desk Representatives a year.

    A similarity between the two careers of Help Desk Representatives and Information Technology Technicians are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "Customer Service," "Technical Support," and "Troubleshoot. "

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that Help Desk Representative responsibilities requires skills like "Email," "Communication," "Outbound Calls," and "Phone Calls." But an Information Technology Technician might use skills, such as, "Information Technology," "Personal Computers," "Laptops," and "Printers."

    When it comes to the differences in education between the two professions, Information Technology Technicians tend to reach similar levels of education than Help Desk Representatives. In fact, they're 0.5% more likely to graduate with a Master's Degree and 0.3% less likely to earn a Doctoral Degree.

    How an Information Systems Technician Compares

    An information systems technician is responsible for maintaining the efficiency of various network systems' performance. Information systems technicians provide network troubleshooting, upgrading systems for optimization, maintaining the security of databases, managing the interaction of networks, and inspecting and troubleshooting system inconsistencies. Additional duties include creating network designs based on clients' specifications, configuring software and hardware applications, and creating reports on system issues and resolutions. An information systems technician must have excellent knowledge of information systems procedures, programming languages, detecting malfunctions, and making resolutions promptly.

    The third profession we take a look at is Information Systems Technician. On an average scale, these workers bring in higher salaries than Help Desk Representatives. In fact, they make a $20,719 higher salary per year.

    Using Help Desk Representatives and Information Systems Technicians resumes, we found that both professions have similar skills such as "Customer Service," "Technical Support," and "Email," but the other skills required are very different.

    There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a Help Desk Representative is likely to be skilled in "Communication," "Outbound Calls," "High Volume," and "Knowledge Base," while a typical Information Systems Technician is skilled in "Information Technology," "Laptops," "OS," and "Printers."

    Interestingly enough, Information Systems Technicians earn the most pay in the Finance industry, where they command an average salary of $66,082. As mentioned previously, Help Desk Representatives highest annual salary comes from the Technology industry with an average salary of $42,121.

    Information Systems Technicians typically study at similar levels compared with Help Desk Representatives. For example, they're 1.7% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.

    Description Of a Systems Support

    A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.

    Now, we'll look at Systems Supports, who generally average a higher pay when compared to Help Desk Representatives annual salary. In fact, the difference is about $28,758 per year.

    According to resumes from both Help Desk Representatives and Systems Supports, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "Customer Service," "Technical Support," and "Email. "

    Even though a few skill sets overlap, there are some differences that are important to note. For one, a Help Desk Representative might have more use for skills like "Communication," "Outbound Calls," "Desk Support," and "Phone Calls." Meanwhile, some Systems Supports might include skills like "Desktop," "Laptops," "System Support," and "Computer Equipment" on their resume.

    Now, let's take a closer look at the financials in each career. The Health Care industry tends to pay more for Systems Supports with an average of $60,923. While the highest Help Desk Representative annual salary comes from the Technology industry.

    In general, Systems Supports reach similar levels of education when compared to Help Desk Representatives resumes. Systems Supports are 3.9% more likely to earn their Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.