IT Help Desk
あいてぃーへるぷですく
Industry & Occupation
Classification
Summary
Handles IT-related inquiries from internal and external users, responsible for initial response to resolution and escalation of issues with PCs, networks, and software.
Description
IT Help Desk handles inquiries about troubles and settings for PCs, software, and network equipment used by internal and external users. Performs primary response via phone, email, or chat, triages issues, and seeks resolution following standard procedures. If difficult to resolve, escalates to system engineers or network engineers for collaboration toward early recovery. Also contributes to operational efficiency improvements through knowledge base maintenance, ticket tool logging, and regular report creation.
Future Outlook
Support demand is expanding due to corporate DX initiatives and the spread of remote work. However, as AI chatbots automate primary responses, the value of personnel with advanced troubleshooting and interpersonal skills will increase further.
Personality Traits
Cooperative / Hospitable / Patient / Strong sense of responsibility
Work Style
Call Center / On-site / On-site Assignment / Remote / Shift
Career Path
IT Help Desk → Technical Support Engineer → System Operations Engineer → Network Engineer → IT Service Manager
Required Skills
Active Directory Management / Basic Network Knowledge / Basic OS Operations / Hardware Troubleshooting / Remote Desktop Tools / Ticket Management System Operation
Recommended Skills
Basic Cloud Services / Basic Network and Server Knowledge / Basic Shell Scripting / English Document Reading / ITIL Basics
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Inquiry contents vary widely, requiring flexible responses. |
| Attention to Detail & Accuracy | To avoid expanding system failures due to incorrect operations. |
| Communication Skills | Frequent user interactions require the ability to communicate clearly. |
| Learning Agility & Knowledge Acquisition | Need to continuously learn about new software and devices. |
| Problem Solving | Requires the ability to quickly resolve a wide variety of troubles. |
| Stress Tolerance | Requires handling high-stress situations such as emergency responses and complaints. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Responses often follow standard procedures. |
| Numerical & Quantitative Analysis | Mathematical and quantitative analysis handled by specialized departments. |
| Physical Stamina & Endurance | Primarily desk work with low physical demands. |
Related Qualifications
- CompTIA A+
- Fundamental Information Technology Engineer Examination
- IT Passport
Aliases
- Help Desk Staff
- IT Support
- Technical Support
Related Jobs
- Customer Support Engineer
- Network Engineer
- System Engineer
- Technical Support Engineer