Key Responsibilities and Required Skills for Service Desk Representative
💰 $40,000 - $60,000
IT SupportService DeskTechnical Support
🎯 Role Definition
The Service Desk Representative provides first-line technical support and troubleshooting to internal users, ensuring timely resolution of IT issues and requests. This role serves as the primary contact for IT-related inquiries, collaborating with technical teams to maintain system functionality, improve service quality, and support organizational productivity.
📈 Career Progression
Typical Career Path
Entry Point From:
- IT Support Technician
- Help Desk Associate
- Technical Support Intern
Advancement To:
- Senior Service Desk Analyst
- IT Support Specialist
- IT Operations or Systems Analyst
Lateral Moves:
- Network Support Technician
- Application Support Analyst
Core Responsibilities
Primary Functions
- Serve as the first point of contact for IT-related inquiries via phone, email, chat, or ticketing system.
- Troubleshoot hardware, software, and network issues for end-users, providing timely resolution.
- Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
- Escalate unresolved or complex issues to appropriate technical teams following escalation protocols.
- Assist users with password resets, account management, and access permissions.
- Install, configure, and maintain software applications and IT tools as required.
- Monitor service desk tickets to ensure SLA compliance and proper documentation.
- Conduct basic network troubleshooting, including connectivity and VPN issues.
- Provide guidance and training to end-users on IT systems, applications, and best practices.
- Participate in the deployment and upgrade of hardware, software, and IT systems.
- Track and maintain IT inventory, including computers, peripherals, and licenses.
- Perform remote troubleshooting using remote access tools and diagnostic software.
- Maintain accurate records of incidents, resolutions, and user communications.
- Assist in developing knowledge base articles and troubleshooting guides for common issues.
- Support IT change management processes by reviewing, testing, and implementing approved changes.
- Monitor IT systems and servers for alerts or performance issues.
- Provide technical support during system outages, maintenance, or upgrades.
- Coordinate with other IT teams to resolve recurring technical problems.
- Participate in end-user feedback collection and service improvement initiatives.
- Support IT projects, including migrations, deployments, and process enhancements.
Secondary Functions
- Support ad-hoc IT reporting and data analysis for management.
- Contribute to IT process improvement initiatives.
- Assist with user onboarding and offboarding processes, including system access setup and removal.
- Participate in IT audits, compliance checks, and security awareness initiatives.
Required Skills & Competencies
Hard Skills (Technical)
- Incident management using ITSM tools (ServiceNow, Jira, etc.)
- Hardware and software troubleshooting (Windows, macOS, mobile devices)
- Network support and VPN troubleshooting
- Active Directory and account management
- Application support for enterprise software (MS Office, ERP, CRM)
- Remote support tools and endpoint management
- Basic knowledge of ITIL framework
- System monitoring and alert response
- Data entry and documentation in IT systems
- Knowledge of IT security and compliance standards
Soft Skills
- Excellent communication and interpersonal skills
- Problem-solving and analytical thinking
- Customer service orientation
- Time management and multitasking ability
- Collaboration across teams and departments
- Attention to detail and accuracy
- Adaptability to changing technology and environments
- Conflict resolution and escalation management
- Empathy and patience with end-users
- Professionalism and ethical judgment
Education & Experience
Educational Background
Minimum Education:
High School Diploma or equivalent
Preferred Education:
Bachelor’s Degree in Information Technology, Computer Science, or related field
Relevant Fields of Study:
- Information Technology
- Computer Science
- Network or Systems Administration
Experience Requirements
Typical Experience Range:
1–3 years in IT support, service desk, or technical support roles
Preferred:
Experience in a corporate IT environment with exposure to ITIL-based service desk operations and multi-platform support