Help Desk Supervisor

Help Desk Supervisor Job Description

Supervises and coordinates activities of help desk technicians/representatives engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and e-mail messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps. Responsible for diagnosing, troubleshooting, and resolving information systems problems to minimize down time of applications and personnel. Typically requires a four-year college degree in field of specialty; however, some organizations may accept equivalent education and experience combined. Is required to be adept in activities of employees supervised so as to recognize, identify, diagnose, and isolate problems with computer hardware and software. This position typically reports to a manager and is the first level of supervision in the organization.: Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. Activities supervised include, but are not limited to, receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software; talking to user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem; and talking with co-workers to research problem and find solution. Talks to programmers to explain software errors or to recommend changes to programs. Calls software and hardware vendors to request service regarding defective products. Reads trade magazines and attends computer trade shows to obtain current information about computers. May test software and hardware to evaluate ease of use and whether product will aid user in performing work. May write software and hardware evaluation and recommendation for management review. May write or revise user-training manuals and procedures. May develop training materials, such as exercises and visual displays. May train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training. May install microcomputers, software, and peripheral equipment, following procedures and using hand tools. May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied. May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis. May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action. (Source: eDOT Job Description)