What is a service desk support specialists?
Service desk support specialists are responsible for providing technical support and assistance for user 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 between 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.
What makes a great outsourced service desk support specialist?
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.
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.