Help Desk
へるぷですく
Industry & Occupation
Classification
Summary
A technical role that handles inquiries and troubleshooting from users in the company's IT environment.
Description
IT Help Desk provides first-line response to IT-related inquiries and incidents from internal and external users, performing troubleshooting remotely or on-site. Uses ticket management tools to record response history and escalates to specialized departments when necessary. Important tasks also include maintaining FAQs and knowledge bases, coordinating with vendors, and complying with SLAs.
Future Outlook
With the spread of cloud services and the increase in remote work, demand for remote support and diverse device handling is expanding. Roles may change with integration with AI chatbots, but the importance of basic support is expected to continue.
Personality Traits
Excellent Communication Skills / Hospitable / Patient / Strong Sense of Responsibility
Work Style
24/7 Operation / Call Center / Office Work / Remote Support / Shift Work
Career Path
Help Desk Staff → Team Leader → IT Support Engineer → IT Consultant → IT Manager
Required Skills
Hardware Fundamentals / Network Fundamentals / OS Operation / Remote Management Tool / Ticket Management Tool
Recommended Skills
Cloud Services / Communication Skills (English) / ITIL Fundamentals / Mobile Device Management / Scripting Languages
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because flexible response to diverse problems and user requests is necessary. |
| Attention to Detail & Accuracy | Because careful attention is required to accurately grasp logs and settings for cause identification. |
| Communication Skills | Because smooth communication with customers and accurate grasp of the situation are necessary. |
| Learning Agility & Knowledge Acquisition | Because it is necessary to understand daily-updated software and systems. |
| Problem Solving | Because the ability to quickly identify causes and propose appropriate solutions is required. |
| Stress Tolerance | Because there is a lot of emergency response and complaint handling, requiring mental resilience. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Because responses mainly follow standard manuals. |
| Numerical & Quantitative Analysis | Because mathematical analysis is not frequently used. |
| Physical Stamina & Endurance | Mainly desk work with little heavy labor. |
Related Qualifications
- CompTIA A+
- IT Passport
- Microsoft Certified: Modern Desktop Administrator Associate
Aliases
- IT Help Desk
- Support Desk
- Technical Support
Related Jobs
- Customer Support
- Help Desk Leader
- Network Engineer
- System Engineer