What is an IT helpdesk specialist?
An IT helpdesk specialist is responsible for troubleshooting and providing technical support to customers or clients experiencing hardware, application and software issues. They resolve queries, analyse issues and implement solutions. They may also be tasked with providing training on new systems, installing peripherals and performing general computer maintenance and updates.
IT helpdesk specialist duties and tasks can include:
- Responding to queries and concerns and troubleshooting to solve problems
- Running computer diagnostics to identify problems in software, hardware and peripherals
- Completing support tickets
- Upgrading and installing new hardware or software systems.
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 support teams time by sending specialist IT tasks to outsourced IT support specialists. This allows your onshore team to focus on higher value tasks that make a real difference to your bottom line.