Recruiter's Glossary

Examples: Queue Management • Customer Journey Mapping • Customer Advocacy

Service Desk

Term from Customer Service industry explained for recruiters

A Service Desk is a department or team that serves as the first point of contact for employees or customers who need help with technical or service-related issues. It's like a company's help center, where people can report problems, ask questions, or request assistance. While similar to a help desk, a service desk typically offers more comprehensive support and follows structured processes to track and resolve issues. You might also hear it called an "IT service desk," "technical support desk," or "customer support center."

Examples in Resumes

Managed Service Desk team of 10 agents handling 200+ daily customer inquiries

Achieved 95% customer satisfaction rating as Service Desk Team Lead

Implemented new ticketing system for Service Desk operations

Provided technical support through IT Service Desk for 5000+ employees

Typical job title: "Service Desk Analysts"

Also try searching for:

Service Desk Analyst Service Desk Agent Service Desk Specialist IT Support Specialist Technical Support Representative Service Desk Team Lead Help Desk Analyst Customer Support Specialist

Where to Find Service Desk Analysts

Professional Networks

Job Boards

Industry Resources

• ITIL Community
• Service Desk Institute

Example Interview Questions

Senior Level Questions

Q: How would you improve service desk performance and customer satisfaction?

Expected Answer: Look for answers that discuss measuring metrics like response times and satisfaction scores, implementing feedback systems, training programs for staff, and process improvements based on data analysis.

Q: How do you handle escalations and team management?

Expected Answer: Candidate should discuss creating clear escalation procedures, managing team workload, coaching staff, and maintaining relationships with other departments.

Mid Level Questions

Q: How do you prioritize multiple urgent requests?

Expected Answer: Should explain how to assess impact and urgency, use ticketing system effectively, and communicate with users about expectations and timelines.

Q: Describe your experience with service level agreements (SLAs)?

Expected Answer: Should demonstrate understanding of response time requirements, how to track and meet service targets, and managing user expectations.

Junior Level Questions

Q: How would you handle an angry customer?

Expected Answer: Should discuss staying calm, listening actively, showing empathy, and following proper procedures to resolve the issue.

Q: What information do you collect when receiving a support request?

Expected Answer: Should mention basic details like user contact info, problem description, urgency level, and any troubleshooting steps already tried.