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Service desk support specialists are responsible for providing technical support and assistance for 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 betweens 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 specialist duties and tasks can include, but are not limited to:
A service desk aims to provide a “service” to end-users when issues can take longer to resolve and are both customer-care focused and IT-centric. In contrast, a help desk offers a quick and fast resolution to ‘help’ customers in a timely manner. Service desk is the concept of “IT as a service”. Service desks are also more cross-functional and strategic. They take into account wider organisational requirements and context when dealing with service requests or issues.
Requests for new IT services are an example of service desk support functions. It’s not to say the help desk can’t assist in this function, but remember, help desk support team members go from one ticket to the next as quickly and efficiently as possible. For example, suppose an issue is identified that requires more time, investigating or end-user engagement to resolve. In that case, it’s better for it to be escalated to service desk teams who have the resources to deal with these issues, than waste valuable help desk time.
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 service desk 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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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:
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 service desk support specialist team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.
Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine service desk support 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.
Hiring a full time offshore service desk 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.
Sending daily, time consuming, repeatable service desk 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.
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.
Additional IT support roles and services your business can outsource to the Philippines
So, you've decided to send your outsource service desk support specialists tasks to the Philippines to take advantage of the benefits of outsourcing. Why not consider embracing offshoring solutions for your other IT support services as well? Take a look at the below list of roles and services that are well-suited to offshoring: