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.