Service Desk job Description

Service Desk job description

The Service Desk Analyst delivers protection for a number one incident solution, and it's far reported to the centralized division of carrier desk. Usually, responsibilities encompass initial test, allocation of the task, research, and resolution of number one incidents and requests concerning the usage of application software and hardware merchandise in conjunction with infrastructure constituents.

The Service Desk Analyst is accountable for gathering records through a consumer conversation, log on to guide tools, and extra assist staff (provider resources) if needed. Issues outdoor the scope of their functionality or obligation are fixed through enticing in habitual other carrier sources from different facilities, unit, organizational groups, or the groups provider desk.

Service Desk Analysts fixes the cases knowledgeable by consumers or customers. The Service Desk Analysts commonly offer the first factor of contact with the purchaser. During the incident resolving process, analysts work with other experts, vendors, and experts to remedy the incidents for the customers.

Service Desk Analysts also generate provision of requirements for users inside the self-service intranet, update requirements, and appearance up the position of requests.

In the IT department of an organization, Service Desk Analysts have right to apply to the subsequent workstation:

• To change Calendar
• Incident Tracking
• Problem identification
• Service Request

What are the benefits of Help Desk?

As a concept
Help Desk is a facilitator for the procedure of solving operational problems, through communication and interaction networks, internal and external, among the source of the hassle (client) with the potential / capability of trouble fixing analysis (expert) so that the Asset Management procedure becomes more effective in enhancing unit performance. Its operational implementation refers back to the principles within the Knowledge Management concept.

As a system

Help Desk is a collaborative network of diverse associated parties that are managed following the agreed strategies and mechanisms. Its operations are supported by means of infrastructure: organizations, specialists and web-primarily based technology, to aid the tracking function and trouble fixing manner on-line and in actual time.

The Help Desk will offer the subsequent benefits:

continuity of on line and actual-time monitoring and communique
facilitation of trouble fixing collaboration
facilitation of synergy between stakeholders
facilitation of personnel for evaluation and supervision
data-financial institution development (e-Library) problems and solutions

General benefits of help desks

Having a help desk offers certain benefits for companies. They will be greater if what you have is an ITSM Service Desk. Among them:

• Give effective solutions to users.
• Have a window that allows users to make requests that reach the right people.
• Have defined care processes and know what to do in each case.
• Keep users aware of the status of their requests and offer other information.
• Have well defined times to respond.
• Reduce waiting times.
• Determine more easily the efficiency level of all the attention areas.
• Better define a service portfolio and have an inventory of assets.
• Keep a record of solutions to more efficiently deal with cases that are the same or similar.
• Define warranty or service contracts from an external provider and specify the time in which the operations will be carried out.
• Read More:  helpdesk support jobs

Looking for Help Desk Agent Job 2020

• Respond to requests from users by means of official contact.
• Analyze incidents and / or problems presented by users.
• Resolve incidents reported by users.
• Channel incidents and / or problems to the necessary areas of the group's systems and / or business.
• Documenting the case based on standards help desk to provide transparency to the collection, audit process and monitoring it.
• Sort the incidence according to the defined categorizations help desk.
• Provide quality service based on ITIL best practices.
• Guarantee defined service levels.
• Meet and align with the changes that occur in business processes.
• Align the care process incidents and problems (ISO20000), with a sense of urgency solving operational issues.
• Punctual registration of your activities carried out daily in the system defined by IT.
• Share your technical knowledge to the other team members.
• Support the induction of the area to new team members.
• Attend and pass assigned trainings.
• Apply the knowledge gained in training for assigned projects.
• Sticking to the policy of the Home Office to 100% when applied.
• Plan vacations in advance to avoid impacts on the delivery of projects in a timely manner.
• Be involved in the development, achievement of objectives and behaviors set out in the high-performance model.

IT Help Desk Job Requirements

• Schooling Lic. In Computer Systems or Computing (Titled)
• Minimum 2 years experience in similar position.

Abilities.

• SQL Server Basic
• Basic programming knowledge
• Desirable knowledge at Remedy
• Technical support to users
• Customer service via phone, chat, etc.

The advantages of the service desk

Now that you know what a service desk is, it's time to understand the benefits of this service.

Do support work in the IT area
Virtually every business today needs to invest in technology, if only on a simple website. The consumer 3.0 , now much more connected, requires an online service .

And, in order to be able to offer omnichannel service , that is, customer support that happens simultaneously in all media, you will need IT help.

It has an advisory character
The consultative character of the service desk is one of its main differentials in relation to the traditional help desk, as it is not restricted to simple questions of technical support.

It helps in obtaining expressive results for the company, analyzing how the IT area can specifically help the organization to achieve the desired results.

Works with goals
The service desk also works with goals. The person responsible for the account at the IT company will define, together with the manager, where they want to go with information technology.

From there , goals are defined , which must be achieved by the IT team within the specified period.

The goals usually involve the number of calls made, the rate of problem resolution in the first contact and even customer satisfaction with the service.

Assists in the programmed growth of the organization
With everything we've talked about so far and knowing what service desk is and how it works, you may have realized that it can help a lot in the company's growth .

This is made possible thanks to the goals set. When fulfilled, the contracting company and the contractor converge their efforts towards common goals.

Read MOre:  service desk roles

IT Help Desk Technician: Definition, Job Outlook, Skills and More!

The typical each day duties and competencies required for IT help desk technicians consist of the following. Computer assist technician:

• Diagnose pc errors and offer technical support.
• Solve software program, hardware and network problems.
• Tell end-users the way to configure and use new technologies.
• Make a backup and repair the documents and information structures of an organisation.
• Install, configure and update PC software program and operating systems.
• Repair pc hardware, such as printers, keyboards.
• Remote technicians at the IT assist table provide technical assistance through cellphone or the Internet.
• Remote help desk technicians regularly use special assist table help software to take manipulate of end-user computers and resolve issues, diagnose and remedy complicated difficulties.

Help Desk Technician: Typical obligations

Stage 3

• Investigate and clear up the most tough and complex problems that other ranges of the help desk couldn't clear up
• Analyze and detect traits in problem reports and preventive solutions.
• Support different service employees in the analysis and determination of hardware and software program issues

Stage 2

• Solve more complex troubles that require detailed know-how of the gadget and application; These issues have been escalated by Level 1
• Decide if you want to create an errors or a work price tag for issues that require a go to to the user’s PC or workstation

Stage 1

• Receive initial inquiries via phone or email, and accurate errors and issues with relatively easy hardware, software or network
• Detect and scale difficult Level 2 support troubles
• The call pastime is registered.

Hard skills can get you the job, but soft skills will help you take it to the next level. Finding  IT help desk jobs near me

IT HELP DESK PORTALS VS CHATBOTS

Outsourcing IT assist desk desires have already achieved a certain diploma of cost-efficiency, but the internal staff productivity has now not received much. IT assist desk portals do now not permit interaction with the user since they're task-based. They do now not work on the behavioural schema of the employee. Due to those drawbacks, the maximum aspirational SLAs which might be defined as key overall performance indicators (KPIs) for an organisation are frequently missed.

With portals, teams face many sensible demanding situations in pleasant these SLAs. Employees and helpdesk agents want to switch more than one pages to complete the desired movement as usually most of those portals have substandard navigation flows and UX. All this problem results inside the low adoption of portals and thereby the ROI receives affected.

Portals built at the cloud have resolved facts accessibility and workflow issues, but still fail to motivate, remind and allow collaboration with different helpdesk group members in completing the tickets raised on the portal.

Chatbots on the opposite hand, inspire conversations, interactions, non-linear collaboration, consistency and non-bias. They are omni-channel answers that be accessed through a couple of devices — cellular phones, tablets, desktops, kiosks, etc. You may not this enjoy with an internet portal solution.


More Information about Help Desk Positions

What are IT Service Desk roles ?

Though the tiered IT aid is highly advocated via IT Service Management  it’s no longer mandatory to deploy all of the levels. You can alter or integrate help levels primarily based on your necessities and assist structure.

Many companies tailor this hierarchy and combine assist tiers (levels) in step with their aid capacity, financial capability, and philosophies. In some agencies, Tier-1 and Tier-2 functional groups are treated by the same technicians even as other agencies may favor to combine Tier-2 and Tier-3 capabilities in the same groups.

The ultimate goal is to automate as many assist capabilities as feasible in Tier-0 where cease users can quickly and easily discover answers without IT personnel's help. This saves the higher skilled sources for developing new solutions, troubleshooting difficult problems, and additionally reduces the operational cost.



We hope that you have loved the above article describing the IT service desk roles . 

The required qualifications for the IT helpdesk Technician position

Are you passionate about information technology? Would you like to boost your career as someone who manages technical support? If so, this is the ideal opportunity for you! We are currently searching for an IT helpdesk technician to be part of our team of professionals who specialize in Hardware and Software Procurement. As the chosen IT helpdesk technician, you will be the primary point of contact for IT users.

Your tasks as an IT helpdesk Technician:

• Diagnose hardware, software and network problems, and maintain detailed records of symptoms and steps taken to resolve in the helpdesk database
• Perform the installment and maintenance of desktop computer hardware and software
• Produce documentation for the use of IT systems and software
• Onboarding for all new company employees and provide training as needed
• Sustain current and accurate inventory of technology hardware, software and resources
• Proactively identify opportunities to evolve and improve the IT support delivery systems
• Make recommendations to the company Team about future planning and development of IT resources with an emphasis on maximizing end user productivity and return on investment
• Create and maintain regular written and in-person communications with the organization executives, department heads and end users regarding pertinent IT activities
• Perform other related duties as assigned

The required qualifications for the IT helpdesk Technician position:

• Must have a minimum of 2 years of experience in a Support Role
• Must have experience completing or managing IT activities in a highly regulated environment
• Must be able to quickly research and self-educate on new information, technologies and methods
• Be detail oriented and comfortable in a fast-paced, rapidly changing work environment requiring the ability to prioritize and multi-task
• Must be able to work independently with minimal oversight as well as in groups with individuals of differing technical backgrounds
• Good oral and written communication skills (English with French being a strong asset)
• Must be able to regularly complete IT operations and project within established timelines
• Must have strong Knowledge of Microsoft Office Products is required
• Active directory and TCP-IP experience are strong assets
• Must know how to work with Windows Server and Virtual Machines such as VMWare
• Be a well-organized individual be well and maintain proper time reporting records

Service desk vs help desk: what are the differences?

At one point, almost everyone is confused if Service Desk and Help Desk are the same thing? If not, what is the difference between the two? In this blog, we will share the comparison between Service Desk and Help Desk.

It is believed that, even in history, that is, the help desk and the service desk of 2000 were not considered to be different. While companies call it Service Desk, 95% of end users call their IT support as Help Desk. According to HDI Research, it is quite obvious that 41% of the users / respondents of help centers and service centers know the IT support and all have a different name. In addition, there can be no assurance that the support and assistance services reported in this HDI survey will conform to the standard descriptions - the two terms being used interchangeably quite often.

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The traditional IT help center was not designed for modern IT infrastructure and interactions with it have become boring, clunky and complex. The technological limitation has led to the under-utilization of existing technologies, which has had the effect of reducing the commitment of the workforce and further widening the gap between the IT team and the companies. This is why Service Desk Software is experiencing a period of rapid innovation and growth due to the increasing complexity of monitoring support services in a hybrid environment.

Organizations often use the call center, help desk, and service center interchangeably; However, the help center / call center, as a tool, offers only part of what a service center offers. They focus on providing "help" to solve a problem and are not IT-centric. On the other hand, IT Service Desk focuses on supporting IT services, which can be both responsive "help services" and routine "support" tasks, such as providing resources, managing accesses, etc.

Read More:  helpdesk jobs

Help Desk Technician Salary 2020 April

The assistance work area investigator is one of the most unmistakable IT jobs—just as a developing one. Truth be told, it's one of only a handful barely any open confronting IT occupations. Be that as it may, what does a normal workday resemble for this expert? Here's a brisk diagram.

A tiered role

Help work area experts are on the cutting edge of client service. They are centered around assisting with settling specialized issues end clients experience, or interfacing those clients with progressively escalated IT support, when required. Here are the three degrees of examiners:

A Tier 1 help desk analyst area investigator regularly takes the underlying request and oversees generally basic equipment, programming or system issues. On the off chance that they can't address the issue, they raise it to a Tier 2 expert.

A Tier 1 help desk analyst can resolve progressively complex frameworks and applications issues. These assistance work area examiners for the most part choose whether or not to create a difficulty or work request ticket, or heighten the issue to the following level.

Tier 1 help desk analyst  research and resolve the most mind boggling issues that other assistance work area levels have been not able to fix. They likewise distinguish drifts in issue announcing and think of protection arrangements.

The midpoint pay for a Tier 1 help job is $38,750. The midpoint pay for a Tier 2 job is $45,750, and for help desk tier 3 salary it's $58,500.

Roles of a Service Desk Manager

A service desk  manager has 3 broad roles to play:

• General Management
• Service Operations
• Special Projects

General Management
In most IT organizations, the service table often represents the largest single function comprising of huge groups with multiple shifts and locations. Managing the carrier table requires trendy people control skills, which involves the following activities:

• Hiring new technicians.
• Training technicians.
• Managing the shift of the technicians.
• Managing any third-birthday celebration vendors.
• Defining pleasant techniques.

Cost management and budgeting for the department.
A provider desk manager has to put on many hats. He/she is concerned within the operations to ensure tickets are resolved in a timely manner; he/she might also be worried in other commercial enterprise-impacting initiatives.

Service Operations

Apart from the general control role, a provider desk manager is chargeable for a essential characteristic which is timely carrier delivery.

A provider table approaches a big wide variety of requests, and all of them ought to be resolved inside a defined SLA. The onus is on the provider table manager to ensure the SLA requirements are met, for which the supervisor performs some not unusual carrier operations activities:

Training and Mentoring.

• Make sure tickets are assigned based totally on workload.
• SLA tracking and compliance check.
• Communication and collaboration.
• Monitor operational performance.

Reporting.

• Continuous improvement.
• Manage shift handoffs.

In most organizations, service table operations are based on a preferred framework for example ITIL. In maximum cases, carrier table managers are implementing a framework, and they have a certification and revel in to lower back their work.

Special Projects
Since the provider table is a valuable function in an organization, the carrier desk manager attains critical experience which he/she sometimes uses in other enterprise activities. He/she will either take part at once or oversee a small team worried with the activities.

The purpose of regarding the provider help desk jobs  in unique tasks is to minimize capability disruptions to the commercial enterprise because of any form of changes.

Help Desk x Service Desk

When we explain what the help desk is , we say that the help desk works at the initial level of service , those simpler issues that can be resolved more easily.

However, what about those more complex requests, which depend on greater technical knowledge and even autonomy to be resolved?

They go to the second level of service , also known as Service Desk.

The service desk is a complete support service that arose from the need for greater support in the IT area

In addition, he works with objectives and goals, so the contracted company plans and executes action plans to improve the computational area of ​​the contracting company.

Want to know more about the difference between help desk and service desk? Access our article: Help desk and Service desk: do you really know the difference? and learn much more than just help desk.


Read More:   help desk work

Differences and similarities between what is help desk and service desk

Traditional table support ( help desk )

• It allows dealing with incidents within the technology infrastructure or the services it provides.
• Facilitate communication between the user and the support team.
• It keeps the infrastructure and services active on a day-to-day basis.
• Keep track and control of cases.
• Communication with users is established by phone, email or in person.
• Has basic call center skills .
• Manages telephone services.
• Refer requests to other departments for processing.
• He receives the request and redirects it to the specialized technicians in this task.
• It offers support services supported by own or external technicians to the company.
• It also has more technical skills to manage incidents.
• Its human team possesses basic IT skills and knowledge to resolve certain incidents in the first instance.

IT service desk (service desk )

• It fulfills all the functions of a Help Desk.
• It allows planning, structuring and providing the delivery of IT services.
• It is the central and only point of contact between users and what ITSM is.
• Helps restore user service with minimal impact and generates reports.
• It includes a catalog that defines what resources and processes are needed for each service.
• It allows the service to be requested by the user.
• Use satisfaction surveys and KPIs ( key performance indicato r - key performance indicator ).
• Provides support to all departments in the organization under the name of Enterprise Service Management 

What are IT Service Desk roles ?

Though the tiered IT aid is highly advocated via IT Service Management  it’s no longer mandatory to deploy all of the levels. You can alter or integrate help levels primarily based on your necessities and assist structure.

Many companies tailor this hierarchy and combine assist tiers (levels) in step with their aid capacity, financial capability, and philosophies. In some agencies, Tier-1 and Tier-2 functional groups are treated by the same technicians even as other agencies may favor to combine Tier-2 and Tier-3 capabilities in the same groups.

The ultimate goal is to automate as many assist capabilities as feasible in Tier-0 where cease users can quickly and easily discover answers without IT personnel's help. This saves the higher skilled sources for developing new solutions, troubleshooting difficult problems, and additionally reduces the operational cost.



We hope that you have loved the above article describing the IT service desk roles .