Your duties could include:
working with customers to identify computer faults
advising customers about how to correct problems
logging calls and keeping records of previous customer contacts
running reports on common trends to identify underlying problems
tracking work in progress
updating ‘knowledge banks’ that customers can view online to try and solve common problems themselves
making arrangements to call out a field engineer to visit the customer if they are unable to fix the problem.
- See more at: https://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/helpdeskprofessional.aspx#sthash.N7i5deoe.dpuf