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it-helpdesk-specialist

Outsource IT helpdesk specialists to the Philippines

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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.

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What key skills and qualifications make a great IT helpdesk specialist?

IT helpdesk 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, IT helpdesk specialists require excellent communication skills and need remain calm under pressure to explain the problem and solution, thus, providing fast and effective support to users. 

Outsourcing services recruit IT helpdesk 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 and engineering is desirable. IT helpdesk specialists need to have extensive knowledge of helpdesk 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 specialist services

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

  • Increased employee satisfaction

    Give your local team peace of mind by relieving them of any unnecessary tasks and sharing the workload with an offshore team or team member. This will help increase employee satisfaction within your business. With your IT helpdesk specialist team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.

  • Cost savings

    Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine IT helpdesk specialist tasks for a fraction of the price will help you control costs in your organisation, saving up to 70% when compared to hiring locally.

  • Business growth

    Hiring full time offshore IT helpdesk specialist can help increase profits and supercharge your business growth. By adding extra capability through an offshore team, your local employees will have additional capacity to take on more work and grow your business sustainably.

  • Efficiency increase

    Sending daily, time consuming, repeatable IT helpdesk specialist tasks offshore will allow your local team to take on more work. By sharing the workload between your onshore and offshore team, you will notice a drastic increase in efficiency and productivity within your organisation.

What are the costs associated with hiring an offshore IT helpdesk specialist?

Outsourcing your IT helpdesk 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.

The Beepo advantage

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.

Interested in learning more about the outsourced solution we can provide for your business?