What is a help desk?
According to Statista, the size of the IT service management software market worldwide grew from 1.9 billion U.S. dollars in 2016 to 2.28 billion U.S. dollars in 2021. This comes as no surprise because technology has revolutionized business and has now become an important business necessity. Today technology is the most integral part of the business. Every aspect of business whether it is manufacturing, purchasing, sales, storage, or communication has become more effective due to technology. The introduction of ITSM (IT Service Management) facilitated an organized approach to the management of IT services. It helped businesses to use technology to its full potential. When their clients encountered issues, they provided tech or IT support via a help desk or service desk.
Help desk and service desk are part of ITSM and therefore the two terms are used interchangeably. But in reality, a help desk is often limited to a single ITSM process i.e., break/fix process. While a service desk is fully integrated with a wide range of ITSM processes such as asset management, change management, release management, problem management, task management, incident management, ticket management, task management, and so on. Thus, the help desk is a subset of the service desk. A help desk is a tech support function that focuses on resolving immediate needs and fixing technical issues. Hence, it is tactical and is reactive in nature. Whereas a service desk not just focuses on resolving immediate issues but also provides proactive services to prevent incidents in the future. And hence, it is strategic and adopts a broader approach. In other words, a help desk is customer-centric while a service desk is business-centric. However, both the help desk and the service desk provide customers with hassle-free issue resolution and great customer service.
How does BrackIT help with help desk and support recruitment?
At BrackIT, we know that technology has helped businesses to increase productivity, improve efficiency, reduce operation costs, ensure information security, and facilitate instant communication. This brought in greater business opportunities, which in turn facilitated business continuity as well as growth. Thus, technology helped organizations to provide optimum services to their clients and customers. But to ensure customer satisfaction, they need to provide better customer service and for that, they need experienced technical staff who can handle customer inquiries and resolve them amicably. As the business grows, the demand for expert technical personnel knowing specialized technology, hardware, software, and systems across all industries also grows. Having profound experience in niche recruitment, BrackIT can help you get help desk and service desk specialists who have the expertise in finding solutions to problems and even create solutions for troubleshooting unexpected ones.
// how can we help you?
How is BrackIT different from other recruitment agencies?
Unlike other recruiters, we do not just provide you with candidates without giving a second thought about whether the candidates are qualified or experienced enough to meet your business needs. We have a solid plan in place to make the recruitment process smooth and efficient. We start the recruitment process only after getting a clear-cut picture of your industry and your business requirements. We then select candidates with strong technical skills and having a good understanding of the IT industry. Most help desk technicians need to work on a ticketing system and they would have to address and resolve a variety of tickets. So, the candidate should be able to prioritize tasks. Besides, the technician should have excellent communication skills and have a patient demeanor when dealing with customers. So, we do a thorough background check before selecting the candidates for interviews.
Benefits of partnering with BrackIT recruitment agency?
Partnering with BrackIT recruitment agency allows you to get:
So, with BrackIT get suitable help desk support personnel who provide quality service to the customers.
Reduce time to hire
We are an ideal recruitment partner as we make it our priority to understand your business needs before selecting candidates.
Not a resume pusher
We take each client seriously and always look forward to having a long-term relationship with the client. Hence, we focus on providing suitable candidates rather than just forwarding resumes.
The right candidate
When you require highly skilled support personnel, we help you headhunt candidates having the required skill-set or experience in that field.
Candidates with desired personality traits
We select candidates having qualities like patience, empathy, good interpersonal skills, creativity, flexibility, speed, and accuracy. This helps in improving customer service.