What does a service desk specialist do?
A service desk specialist is responsible for assisting the end-users' technical issues, resolving concerns usually through remote communication. Service desk specialists should have excellent knowledge of the technology industry, including system and server navigation, to identify the problem source and write resolutions for reference to avoid reoccurrence. They assist in developing strategic techniques to improve the system's performance by upgrading and updating its features. A service desk specialist records the observations of the database and develops other alternative resources to assess troubleshooting processes.
Service desk specialist responsibilities
Here are examples of responsibilities from real service desk specialist resumes:
- Manage all operating end-user software including JavaScript - updating/installing Java.
- Log all events and document findings and actions taken to resolve events in CSC ITSM software tool remedy.
- Adhere to proper ITIL processes.
- Open and close tickets using remedy.
- Diagnose and resolve technical hardware and software issues within hospital and clinics as well as VPN.
- Create tickets and escalate to designate team to assist with issues that are beyond scope of support.
- Install, re-instal, configure and troubleshot Cisco VPN client software on end users' workstations and laptops.
- Operate computer base systems to create reservations and update guest information.
- Track, document, and troubleshoot technical computer/telephony issues to ensure resolution.
- Use diagnostic tools to troubleshoot problems associate with network connectivity, and workstation hardware/software.
- Assist users with troubleshooting network connectivity issues involving IP connectivity, DNS troubleshooting and internet connectivity.
- Book reservations verify availability and reconfirm accommodations.
- Assist in network projects, switch and router configuration, LAN deployments and SolarWinds network device management.
- Create virtual machines using VMWARE to set up email servers including memory allocation and hard disk management.
- Run corporate virtual machines and test new software in an isolate environment and experiment with new operating systems using VMware.
Service desk specialist skills and personality traits
We calculated that 18% of Service Desk Specialists are proficient in Service Desk, Customer Service, and Troubleshoot. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Service Desk Specialists that have these skills listed on their resume here:
- Service Desk, 18%
Worked in partnership with service desk leadership and management, supporting dual applications successfully during NWA/Delta merger.
- Customer Service, 17%
Collaborate with engineering teams to understand infrastructure and application environments in order to ensure customer service needs are met.
- Troubleshoot, 6%
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
- Technical Support, 4%
Provide support to Network Services and Information Technology personnel groups and non-technical support assistance where necessary.
- ITIL, 3%
Ensured that all Service Level Agreements were met or exceeded by adhering to ITIL procedures and tracking trends through incident software.
- Technical Problems, 3%
Analyzed incidents and requests, troubleshooted and resolved technical problems and hardware/software related issues.
Most service desk specialists use their skills in "service desk," "customer service," and "troubleshoot" to do their jobs. You can find more detail on essential service desk specialist responsibilities here:
Customer-service skills. The most essential soft skill for a service desk specialist to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a service desk specialist resume shows how their duties depend on customer-service skills: "provided extended one-on-one customer support in desktop computer support role as needed. "
Listening skills. Another soft skill that's essential for fulfilling service desk specialist duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a service desk specialist resume, here's how service desk specialists can utilize listening skills in their job responsibilities: "communicated ideas of process improvements to service desk management which enhanced service level performance. "
Problem-solving skills. This is an important skill for service desk specialists to perform their duties. For an example of how service desk specialist responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a service desk specialist: "crafted and implemented customer support process, reducing resolution time by 10%. ".
Speaking skills. service desk specialist responsibilities often require "speaking skills." The duties that rely on this skill are shown by the fact that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows what service desk specialists do with speaking skills on a typical day: "worked with service desk management and the program management office to ensure that client issues and requests are properly addressed. "
Writing skills. Another common skill required for service desk specialist responsibilities is "writing skills." This skill comes up in the duties of service desk specialists all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real service desk specialist resume shows how this skill is central to what a service desk specialist does: "assisted in rewriting key support policies for faster more efficient problem resolution. "
The three companies that hire the most service desk specialists are:
- Public Consulting Group58 service desk specialists jobs
- Amyx17 service desk specialists jobs
- NuAxis Innovations12 service desk specialists jobs
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Compare different service desk specialists
Service desk specialist vs. Information technology/support technician
An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.
While similarities exist, there are also some differences between service desk specialists and information technology/support technician. For instance, service desk specialist responsibilities require skills such as "service desk," "technical support," "itil," and "remedy." Whereas a information technology/support technician is skilled in "desk support," "user support," "database," and "linux." This is part of what separates the two careers.
Information technology/support technicians tend to make the most money working in the technology industry, where they earn an average salary of $53,210. In contrast, service desk specialists make the biggest average salary, $48,515, in the health care industry.information technology/support technicians tend to reach similar levels of education than service desk specialists. In fact, information technology/support technicians are 0.0% more likely to graduate with a Master's Degree and 0.2% more likely to have a Doctoral Degree.Service desk specialist vs. Information technology specialist
An Information Technology Specialist, also known as a Computer Professional or IT Specialist, is responsible for the computer support of an establishment or individual. Most of the duties require extensive and proactive knowledge of Information Technology, such as in the aspects of network and systems administration, security and information, hardware and software management, troubleshooting, and more. The tasks of an IT Specialist are diverse. It is not limited to installation or activation, as it also involves monitoring, management, and analyzation.
Each career also uses different skills, according to real service desk specialist resumes. While service desk specialist responsibilities can utilize skills like "service desk," "itil," "remedy," and "incident management," information technology specialists use skills like "database," "dod," "system software," and "provides technical support."
Information technology specialists may earn a higher salary than service desk specialists, but information technology specialists earn the most pay in the technology industry with an average salary of $84,905. On the other hand, service desk specialists receive higher pay in the health care industry, where they earn an average salary of $48,515.In general, information technology specialists achieve similar levels of education than service desk specialists. They're 3.6% more likely to obtain a Master's Degree while being 0.2% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for service desk specialists in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Service desk specialist vs. Desk support technician
A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information. They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from service desk specialist resumes include skills like "service desk," "itil," "remedy," and "incident management," whereas a desk support technician is more likely to list skills in "provides technical support," "desk side support," "laptop computers," and "user support. "
Desk support technicians earn the highest salary when working in the technology industry, where they receive an average salary of $50,316. Comparatively, service desk specialists have the highest earning potential in the health care industry, with an average salary of $48,515.When it comes to education, desk support technicians tend to earn similar degree levels compared to service desk specialists. In fact, they're 1.3% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Service desk specialist vs. Installation specialist
Installation specialists are skilled employees who are responsible for installing various equipment, machinery, and computer systems for a company or clients. These specialists must work with HVAC contractors to install air-conditioning ductwork and materials in business establishments and homes. They should recommend corrective action when identifying electrical and environmental deficiencies to ensure optimized performance and reliability of equipment. Installation specialists must also test hardware and software to determine its efficiency and reliability as well as its compatibility with the existing system.
Even though a few skill sets overlap between service desk specialists and installation specialists, there are some differences that are important to note. For one, a service desk specialist might have more use for skills like "service desk," "troubleshoot," "technical support," and "itil." Meanwhile, some responsibilities of installation specialists require skills like "ladders," "scaffolding," "quality measures," and "hvac. "
Installation specialists reach similar levels of education compared to service desk specialists, in general. The difference is that they're 1.3% more likely to earn a Master's Degree, and 0.1% more likely to graduate with a Doctoral Degree.Types of service desk specialist
Updated January 8, 2025
