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Service desk support specialists are responsible for providing technical support and assistance for user problems, including software and hardware issues. They are troubleshooting experts and handle a broad range of technical complications such as connection issues and unresponsive applications. The main difference between service desk support and help desk support is the word “service”. When end-users seek more of an in-depth IT solution that is not as easily resolved, these issues escalate from the help desk to the service desk. Service desk support specialists are also known as desktop support specialists.
Service desk support specialists communicate across users and systems. This requires them to have excellent active listening skills while also troubleshooting and rectifying any reported issues. By understanding computer languages, codes and software, service desk support specialists are able to assist companies who otherwise would not understand how to fix and interpret these issues.
In terms of qualifications, a higher education degree or certificate in computer science, computing or engineering is desirable. Service desk specialists need to have extensive knowledge of desktop programs such as Windows and Mac OS to sufficiently assist users with any issues they find, whether that be logging in, loading applications or providing guidance.
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Service desk support specialists communicate across users and systems. This requires them to have excellent active listening skills while also troubleshooting and rectifying any reported issues. By understanding computer languages, codes and software, service desk support specialists are able to assist companies who otherwise would not understand how to fix and interpret these issues. Although service desk support specialists can remote in and resolve system problems, they also require patience when dealing with employees who are not as tech-savvy as they are.
Outsourcing services recruit service 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:
In terms of qualifications, a higher education degree or certificate in computer science, computing or engineering is desirable. Service desk specialists need to have extensive knowledge of desktop programs such as Windows and Mac OS to sufficiently assist users with any issues they find, whether that be logging in, loading applications or providing guidance. 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 “speak computer”.
Organisations are able to appreciate the added benefits that come from offshoring service desk specialist duties to the Philippines, including:
Outsourcing your service desk support 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
Beepo is an outsourcing company based in Australia that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its tech talent and customer service skills. This makes us adept at finding and recruiting the best of the best technical support specialists for organisations.
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