All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems they support. Employer requirements depend on the help desk position level.
Typical help desk tier 2 duties:
Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier IDeciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
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