What is a service desk support specialists?
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:
- Assisting customers with troubleshooting software issues
- Walking customers through launching new programs and installations
- Providing customers and end-users with IT support documentation
- Recommending alternative software or hardware components to customers
- Controlling customer computers remotely to resolve issues
- Fulfilling service requests such as providing new laptops or onboarding new employees.
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.