Sample Job Description for Help Desk Operator

Given below is a sample job description template for the position of Help Desk Operator:

Job Title: Help Desk Operator

Location of the job: Orlando, FL 33186

Years of Experience: 2 to 4 Years

Job Type: Full Time Employee

Education Level: High School or equivalent

Job Summary:

BC Forward is looking for talented, well-qualified individuals to become a part of our team. We invite you to find out if your skills are a good match for the diverse local, national and international clients we serve.

Duties and Responsibilities:

  • Maintain data accuracy in call logging tool through contact validation
  • Manage time and workload to meet predetermined service levels
  • Accurate documentation of calls and cases
  • Deliver consistently high levels of customer service
  • Strive for a high level of first contact resolution
  • Compliance to regional Call Handling procedure via Quality Monitoring program
  • 1st level telephone
  • Identification of areas of process improvement
  • Initiate the problem management workflow process
  • Accurate documentation of calls and problems
  • Ensuring appropriate process standards are met and maintained
  • Working to achieve team wide Service Levels for phone answer and resolution
  • Lansing with Service Provider Groups and external vendors
  • On phone diagnostics and troubleshooting

Position Requirements:

  • Demonstrated ability to deal with frustrated callers.
  • Excellent interpersonal and communications skills.
  • High school graduate or equivalent. An associate’s degree preferred.
  • Excellent verbal and written communication skills.
  • Prior experience resolving technical issues with employees over the phone or in person.
  • Proficiency with Microsoft Office products.
  • Working knowledge of Macintosh OS X and the operation of Macs in a networked enterprise environment.
  • Ability to install and configure Windows operating systems.
  • Ability to troubleshoot PC hardware and software problems.
  • Working knowledge of computer software, hardware and technology at a component level is required.

Salary: 20,000.​00 – 25,000.​00 USD /​year