Career Development

What Does a Service Desk Do?

Find out what a service desk does, how to get this job, and what it takes to succeed as a service desk.

The service desk is the front line of any organization. They are the people who greet customers, answer phones, and provide information about products or services. Service desks are often the face of a company—they’re the ones who make an impression on new clients or customers.

The service desk is also where many customer service issues begin to be resolved. Customers may come into the service desk with questions or concerns that need to be addressed by other departments in the company. The service desk acts as a liaison between these two groups, helping to facilitate communication and resolve problems quickly.

Service Desk Job Duties

Service desk professionals have a wide range of responsibilities, which can include:

  • Helping customers set up new accounts, troubleshooting technical problems with their computers, or installing new software
  • Helping users install new programs or updates to existing programs by providing them with installation CDs or online access to installers
  • Providing technical support for employees who have questions about software applications used in their jobs
  • Documenting all customer requests in a database or ticketing system so that they can be tracked and prioritized
  • Helping customers with questions about products or services offered by the company
  • Maintaining and updating customer records and accounts
  • Monitoring computer networks for signs of potential problems or intrusions by hackers or viruses
  • Responding to customer requests for information about products or services offered by the company
  • Providing phone support to customers who have questions about products or services offered by the company

Service Desk Salary & Outlook

The salary of a customer service desk employee can vary depending on their level of education, years of experience, and the company they work for. Some customer service desk employees may also receive benefits, such as health insurance or 401k contributions.

  • Median Annual Salary: $45,500 ($21.88/hour)
  • Top 10% Annual Salary: $89,500 ($43.03/hour)

The employment of service desk workers is expected to grow at an average rate over the next decade.

Employment growth will be driven by the need to provide customer support for new technologies, such as cloud computing and big data analytics. Service desk workers will be needed to help customers understand and use these new technologies.

Service Desk Job Requirements

A service desk position may require the following:

Education: Most service desk positions require only a high school diploma or GED. Some employers may prefer candidates who have an associate’s or bachelor’s degree in information technology, computer science or a related field.

Training & Experience: Many companies require new hires to complete an on-the-job training program. These programs typically last between one and three months and teach new hires the basics of the support desk position. They may also provide instruction on the company’s specific technology and processes.

Certifications & Licenses: Certifications for desk technicians vary widely in terms of scope, depth and difficulty. Certifications for desk technicians can be earned at different levels, from basic to advanced.

Service Desk Skills

Service desk professionals need the following skills in order to be successful:

Communication: Communication is the act of conveying information to others. As a service desk representative, you should be able to communicate with customers in a way that is clear and easy to understand. You should also be able to communicate with your coworkers to ensure that customers receive the help they need.

Problem-solving: Problem-solving skills allow you to identify the source of an issue and propose a solution. You can use problem-solving skills to help customers troubleshoot their own issues or to help them find the right person to address their concerns.

Organization: Organization is another skill that can help you be a better service desk representative. You may need to keep track of multiple customer files, monitor multiple computer programs and keep track of other important information. Having good organizational skills can help you keep track of everything you need to do your job well.

Customer service: Customer service skills involve the ability to interact with customers in a friendly and helpful manner. Providing excellent customer service can help you build trust with customers and encourage them to return to your company. As a service desk representative, you may be the first person a customer speaks to when they have a question or issue. Your customer service skills can help you resolve issues quickly and help customers feel satisfied.

Technology: Having a basic understanding of computer software and hardware can help you provide better service to customers. Knowing how to troubleshoot common computer issues can help you identify and solve problems quickly. You can also learn about new software and hardware as it becomes available.

Service Desk Work Environment

The work environment for a service desk is typically a call center or help desk. The hours are usually regular, Monday through Friday, with some weekend and evening work required. The work can be stressful, as service desk workers are often the first point of contact for customers who are experiencing problems. They must be able to handle difficult customer service inquiries and provide solutions in a timely manner. Service desk workers must have excellent communication and customer service skills. They also need to be able to work well under pressure and handle a high volume of calls.

Service Desk Trends

Here are three trends influencing how service desk professionals work. Service desk professionals will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Rise of the Virtual Service Desk

The rise of the virtual service desk is a trend that is quickly gaining popularity among businesses. This model allows companies to outsource their customer support operations to a third-party provider, which can then handle all of the day-to-day tasks associated with this role.

This trend is beneficial for both the company and the customer, as it allows the company to save money on labor costs while providing customers with a more efficient and convenient experience. As the virtual service desk becomes more popular, service desk professionals will need to develop new skills in order to be successful.

Greater Focus on Customer Experience

As businesses focus on improving the customer experience, they are increasingly turning to the service desk as a key component of this effort. The service desk is responsible for handling customer inquiries and complaints, and as such, they play a critical role in shaping the way that customers view a company.

Service desk professionals can capitalize on this trend by developing strong customer service skills and understanding how to create a positive customer experience. They can also focus on developing tools and processes that help other departments within a company communicate better with customers.

More Automation and Self-Service

As automation and self-service technologies become more prevalent, the service desk profession is changing too. In order to stay competitive, service desk professionals need to be able to provide excellent customer service while also being able to utilize automation and self-service tools.

This requires a combination of technical and interpersonal skills, as well as an understanding of how to use technology to improve the customer experience.

How to Become a Service Desk Technician

A career in the service desk field can be rewarding and fulfilling. It’s a great way to help people, learn new things, and stay up-to-date on the latest technology trends. However, it’s important to consider all the factors that go into making a successful service desk career.

First, you need to find the right company culture for you. Some companies have a more relaxed atmosphere, while others are more fast-paced. You also want to make sure the company has a good reputation and is known for providing excellent customer service.

Second, you need to develop your skills and knowledge. This means staying up-to-date on the latest technologies and learning how to use them effectively. You should also be able to troubleshoot problems and provide solutions.

Finally, you need to build relationships with customers and coworkers. This will help you better understand their needs and provide the best possible service.

Advancement Prospects

The most common way to advance in the service desk field is to move up the ladder within your current organization. This may involve taking on additional responsibilities, such as training new service desk staff or managing a team of analysts. You may also be promoted to a higher-level position, such as service desk manager or director.

Another way to advance your career is to move to a new organization, preferably one that is larger or more prestigious than your current employer. This can be a great way to increase your salary and improve your prospects for future advancement.

Finally, you may wish to consider pursuing certification, such as the Certified Service Desk Professional (CSDP) credential offered by the Service Desk Institute (SDI). This can show employers that you are serious about your career and have the skills and knowledge to back it up.

Service Desk Job Description Example

The Service Desk is the first point of contact for all IT related incidents and requests. We are looking for a customer service oriented individual who is able to work in a fast paced environment and handle a high volume of requests. The ideal candidate will have excellent communication skills, both written and verbal, and be able to work well under pressure. He or she will also have a strong technical background and be able to troubleshoot various IT issues.

In this role, you will be responsible for logging and tracking all incidents and requests, as well as providing first level support. You will also be responsible for escalating incidents and requests to the appropriate support group.

Duties & Responsibilities

  • Answer inbound calls and provide Tier 1 support for a wide range of technical issues
  • Respond to customer inquiries via chat, email, and other channels
  • Use company-approved scripts and tools to troubleshoot customer problems
  • Escalate complex customer issues to Tier 2 and Tier 3 support teams as necessary
  • Update the knowledge base with new solutions to common problems
  • Monitor ticket queues and prioritize tasks accordingly
  • Train new hires on company policies and procedures
  • Maintain high levels of customer satisfaction by providing accurate and timely resolutions
  • Adhere to all SLAs and KPIs
  • Generate reports on support activity and performance metrics
  • Participate in team meetings and contribute to continuous improvement initiatives
  • Perform other duties as assigned

Required Skills and Qualifications

  • High school diploma or equivalent
  • 1+ year experience in customer service or technical support role
  • Exceptional communication, problem-solving, and interpersonal skills
  • Ability to work independently and with a team to meet deadlines
  • Proficient in Microsoft Office, with aptitude to learn new software and systems
  • Solid organizational skills and attention to detail

Preferred Skills and Qualifications

  • Associate’s degree or higher
  • 2+ years experience in customer service or technical support role
  • Experience working with ticketing systems and knowledge base software
  • Familiarity with basic IT concepts and troubleshooting procedures
  • ITIL certification

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