Deskside Support is a personalized, hands-on component of the technology infrastructure within an organization. This function ensures employee productivity by providing in-person technical assistance directly at their workstations. Technicians serve as the human interface of the IT department, resolving issues that demand physical interaction with hardware and software.
Defining Deskside Support
Deskside support is the segment of IT service delivery focused on providing on-site, face-to-face technical assistance to end-users. This service addresses problems that cannot be resolved remotely, such as through telephone support or screen-sharing tools. Direct, physical access to the employee’s equipment distinguishes this role within the larger IT ecosystem.
Technicians handle complex hardware malfunctions or localized network issues requiring physical connections and manual device manipulation. Proximity to the user allows for immediate observation of the problem environment, accelerating the diagnostic process. This direct interaction helps build rapport and strengthens the overall perception of IT support quality.
Key Responsibilities of Deskside Technicians
Hardware Troubleshooting and Repair
A primary duty involves the diagnosis and physical repair of malfunctioning employee devices, including desktops, laptops, and peripherals like printers and scanners. Technicians routinely disassemble and reassemble equipment to replace internal components such as memory modules or hard drives. They ensure that all hardware replacements adhere to organizational standards and are properly documented within the asset management system.
Software Installation and Configuration
Deskside teams manage the lifecycle of operating systems and application software deployed across the organization. This involves utilizing specialized tools to perform operating system imaging, applying a standardized software build to new or replacement machines. They also handle the installation and configuration of specialized software required by specific departments, ensuring compatibility and proper licensing.
Network and Connectivity Issues
While wide-area network (WAN) management is handled by specialized infrastructure teams, deskside technicians resolve connectivity problems localized to the user’s environment. This includes activating wall ports, tracing and patching network cables to the nearest distribution panel, and troubleshooting local Wi-Fi connectivity. They isolate issues caused by faulty user-side equipment from larger infrastructure faults before escalating to higher-level teams.
Physical Moves, Adds, and Changes (MACs)
The MACs process involves the physical relocation, addition, or removal of employee workstations during office moves or personnel changes. Technicians dismantle, transport, and re-establish the entire computing environment in a new location. This requires ensuring all peripherals, power connections, and network drops are correctly configured and fully functional before the employee occupies the space.
VIP and Executive Support
Providing high-priority support to senior leadership and VIP users is a specialized aspect of the role, demanding heightened professionalism and discretion. This support requires immediate, personalized, and proactive attention to minimize downtime for high-value employees. Technicians offer white-glove service, often acting as a dedicated point of contact for time-sensitive technology needs.
Deskside Support’s Role in the IT Service Model
Deskside support occupies a distinct position within the standard IT Service Management (ITSM) structure, typically functioning as Level 2 (L2) support. This means the team handles issues escalated from the initial contact point, usually the Level 1 (L1) Help Desk. The L1 team attempts to resolve all incidents remotely; only those requiring a physical presence or hands-on intervention are passed to L2 deskside technicians.
The L2 role serves as a filter, preventing L3 infrastructure or application teams from being burdened with easily resolved physical or end-user configuration issues. By taking ownership of complex, site-specific incidents, deskside support ensures the IT delivery model operates efficiently. This separation allows high-level engineers to focus on maintaining core systems while the deskside team addresses direct interaction points with the workforce.
Essential Skills for Deskside Professionals
Success in a deskside role requires a blended skill set balancing technical proficiency with interpersonal abilities. Technicians must possess a strong working knowledge of various operating systems, including Windows and macOS. They must also be adept at navigating enterprise ticketing systems to manage their workload efficiently. This technical foundation ensures they can quickly diagnose and implement solutions across diverse user environments.
The differentiator for deskside professionals lies in their soft skills, given the constant face-to-face interaction with users who are often frustrated by technology failure. Patience, clear communication, and a focus on customer service are necessary, as the technician is the physical embodiment of the IT department. Maintaining a professional demeanor helps de-escalate stressful situations and maintain a positive user experience.
Deskside Support Versus Remote Help Desk
The distinction between Deskside Support and the Remote Help Desk is defined by the method and scope of issue resolution. The Remote Help Desk, typically L1 support, is the initial point of contact for all user issues. They focus on remote troubleshooting, password resets, and documenting incident details, relying heavily on phone support, email, and remote control software.
In contrast, Deskside Support is mobilized when an incident requires physical intervention, such as replacing a hard drive, re-imaging a laptop, or connecting new hardware. While the remote team focuses on efficiency and triage, the deskside team focuses on resolving physical and complex problems that demand a hands-on presence. This division ensures resources are deployed appropriately, with L1 handling volume and L2 providing specialized, location-dependent support.