What is an IT service management support specialists?
IT service management support (ITSM) is focused on managing the end-to-end delivery of IT to customers, clients or end-users. Anything to do with creating, delivering, supporting or designing IT support functions and services is done at the ITSM level by an IT service management support specialist. They are the umbrella of the IT department and oversee all IT service functions, including service desk and help desk.
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 IT service management support specialists. This allows your onshore team to focus on nurturing client relationships and performing revenue generating work.
What makes a great outsourced IT service management support specialist?
IT service management support specialists spend a lot of time delivering IT programs, understanding client needs assessments and figuring out the root cause of larger, organisational IT issues. An essential skill of being a successful IT service management support specialist is being able to translate the technical jargon into plain English so that clients or key stakeholders can understand.
In terms of qualifications, a higher education degree or certificate in computer science, computing or engineering is desirable. ITSM support specialists need to be fluent in technical programs and codes as they live in a systems driven world.