Outsource help desk support specialist

What is a help desk support specialists?

A help desk support specialist is responsible for troubleshooting and providing technical support to staff, customers or clients experiencing hardware, application and software issues. They are the IT first responders; resolving queries, analysing problems and implementing solutions quickly and efficiently. They may also be tasked with installing peripherals and performing general computer maintenance and updates. They are usually the first point of contact for businesses and their users when an IT issue arises and will escalate to the service desk or ITSM if required..

Help desk support specialist duties and tasks can include, but are not limited to:

Responding to queries and concerns and troubleshooting to solve immediate and infrequent problems
Running computer diagnostics to identify problems in software, hardware and peripherals
Completing support tickets
Upgrading and installing new hardware or software systems.

Help desk support is all about speed and efficiency in resolving or troubleshooting problems. Their role is less customer-centric than a Service desk support specialist but more IT-centric. This means they are incident management experts and have a break/fix mentality.

They are heavily process-focused. They want to get to the issue at hand as quickly as possible and fix it as quickly as possible for users. As they are ‘first responders’ to most IT issues, there is an element of customer service present too. They need to be able to discern the problem through efficient communication with end-users, before implementing their break/fix processes. Many organisations employ help desk support specialists to be these go-getters who can be deployed to get to the root cause quickly and resolve it before any further damage or time is wasted.

These technical tasks are particularly well-suited to being outsourced as they are repetitive and rules-based, requiring a high level of attention to detail. Organisations free up their local tech teams time by sending specialist IT tasks to outsourced help desk support specialists. This allows your onshore team to focus on higher value tasks that make a real difference to your bottom line.

Help desk support specialists require advanced knowledge of computer hardware and software systems so they are able to successfully run diagnostics and resolve any issues found. As technical issues can significantly impact productivity, help desk support specialists require excellent communication skills and need to remain calm under pressure to explain the problem and solution, thus, providing fast and effective support to users.

Outsourcing services recruit help desk support specialists the same way an internal, talent acquisition team would. Essentially, they ask the same questions to understand whether these offshore candidates would be able to provide the level of quality required by Australian organisations:

What experience and knowledge do you have troubleshooting issues with software applications and computer systems?
What are your problem-solving and technical literacy skills like?
How do you ensure excellent communication when speaking to stakeholders who are not familiar with technology?
What software maintenance and process improvement techniques do you use to identify technical issues and provide solutions?
Provide an example of how you showcased a high level of accuracy and attention to detail.
What software, hardware and computer systems are you familiar with?

In terms of qualifications, a higher education degree or certificate in computer science, computing or engineering is desirable. Help desk support specialists need to have extensive knowledge of help desk programs and remote access systems so they can effectively solve issues quickly and efficiently for users. Outsourcing companies can help you find the right candidate to meet your organisation's tech support requirements by hiring these specialists who understand how to coach users and solve IT problems.

Benefits of outsourcing IT helpdesk specialists services

Organisations are able to appreciate the added benefits that come from offshoring IT helpdesk specialist duties to the Philippines, including:

Reduced costs

Save up to 70% on employment costs.

Expert support

A reputable outsourced provider can help ensure your outsourced journey is optimised for success.

Improve staff satisfaction

Increase employee satisfaction and decrease staff attrition rates.

Business growth

Foster sustainable business longevity by reinvesting into the growth of your business.

Flexibility and availability

Help your business become more agile and flexible by opening up 24/7 availability.

Access a global talent pool

Give your business the ability to tap into a global talent pool to source candidates from anywhere in the world.

What are the costs associated with hiring an offshore help desk support specialists?

Outsourcing your help desk support specialist services to the Philippines can represent significant cost savings of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything: including infrastructure, security, recruitment and training, management and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.