What is a service desk employee?

There is currently high demand for service desk employees, but what does this position exactly entail? What are the responsibilities of a service desk employee, and what skills are essential for this job? In this article, you will learn everything about service desk employees.

What does a service desk employee do?

An ICT service desk employee is the first point of contact for individuals experiencing hardware or software problems. These individuals can be customers, internal or external employees, and partners of an organization.

It is essential for a service desk employee to ensure that all ICT questions and issues are resolved as quickly as possible, especially because many organizations (partially) come to a stop when facing ICT problems.

Tasks and Responsibilities

To address the reported issue, the service desk employee maps out the incident, request, or problem. If possible, the service desk employee resolves the issue immediately. When this is not possible, they determine which person or department can provide the appropriate support.

In addition to handling acute problems, a service desk employee assesses the general IT and business processes within an organization. This includes identifying potential problems in advance and working on their resolution or improvement. The goal is to continuously enhance and optimize all processes.

Skills and Competencies of a Service Desk Employee

Important skills and competencies of a service desk employee include:

-Customer Service Orientation

As the job title suggests, being friendly and service-oriented is crucial for assisting customers, colleagues, or external parties effectively. This can be achieved by approaching them positively and showing empathy and understanding for their situation.

-Good Communication Skills

A service desk employee is constantly in contact with people. It is crucial that the employee possesses strong communication skills, both written and verbal. It is essential to communicate clearly, actively listen, and avoid using technical jargon.

-Technical Knowledge

Depending on the organization, basic knowledge of hardware, software, networks, switches, modems, firewalls, and TCP/IP is often a requirement. Many organizations also offer training programs to provide specific technical knowledge to their employees.

-A service desk employee is critical, proactive, and organized

To be able to resolve issues remotely, a service desk employee needs to switch quickly between tasks, systems, and contacts. This requires a sense of urgency; knowing when the situation is critical and when it is not.

Being able to work under pressure and make the right decisions is also an essential skill. For this, an organized and structured approach is desirable.

Vacancies for ICT service desk employees

At G-Nius, we regularly have vacancies for ICT service desk employees at junior, medior, and senior levels. When you work as a service desk employee on behalf of G-Nius, we not only seek a job that suits you but also work together to build your future.

We identify your wishes and ambitions together and search for a challenge that aligns with you. Curious about what G-Nius can do for you? Check out our vacancies or contact us directly.