Deskside Support Job Description

The maintenance, analysis, troubleshooting and repair of computer hardware and systems is the responsibility of technical support. Tech-savvy people who are motivated enough to provide consistent customer support with minimal oversight will thrive in this role. On any given day, desktop support professionals perform onsite or remote service, repair, and installation of computer hardware, software, and networks. Most technical support professionals work full time in an office. However, many don't normally work nine to five hours. Due to their pivotal role in supporting companies 24 hours a day, 7 days a week, they may have to work nights or weekends. Technical support technicians handle repair requests in person and via email, phone or live chat

Deskside Support Duties and Responsibilities

While the day-to-day activities and responsibilities of a technical support technician are determined by where they work, there are many basic activities associated with the position. Based on our analysis of the job postings, these include:

Offer customer service

One of the most important responsibilities of desktop support engineers is to provide personal support services. They should establish a relationship and get details about the problem from help desk customers. They kindly accept incoming requests for help from end users via phone calls, electronic requests and work orders.

Troubleshooting computer problems

Desktop Technical Support Engineers take the lead and address issues reported by end users. They use diagnostic tools to identify root problems. Once the problem is identified, desktop support technicians process these incidents through an incident management system.

Provide hardware and application support

When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers and software, they turn to desktop support. These technicians then diagnose and fix unique problems. To complete this, they reimagine systems and engage in computer networks. The support desk technicians also work with purchasing personnel to purchase replacement hardware and software as needed.

Install software updates

Desk support agents complete practical fixes for desktops and laptops, including software installations and updates. They back up files and configure new systems and applications. After the installations are complete, the support desk agents test the new computers according to established guidelines.

Create and maintain documentation

Documentation is an important requirement for desktop support. They log, track, and write notes for the help desk's troubleshooting process, including decision results, actions taken, and final resolutions. Desktop support technicians are often required to send accurate call logs detailing customer interactions.

Read More: security certification salary