The Ultimate Guide to Service Desk careers in 2025: Job Description, Salary, and Growth

First we will talk about What is Service desk /Helpdesk ?, What is the role of Service desk, Why Service desk is important. I will explain everything but you need to be patient and read full post.

If you want to know about Service desk / Helpdesk / Customer Support / Technical Support/ IT Service Management / Customer Experience / salary and working culture in 2024-25 so you are on correct page. This website is only dedicated to Service desk. We shared so many information about service desk but now on this post you will get your all answers regarding service desk.

What is Service desk job Profile ?

Service Desk or Helpdesk agent create incident in every calls or chats. Service Desk agent provide a centralized resource for getting help with IT incidents, as well as IT service requests like password resets or database access requests.

A typical service desk / helpdesk manages incidents and service requests, and also handles communication with the users. They are responsible for resolving staff and customer technological questions that need technical support. Typically, they troubleshoot network, hardware, and software problems. Service desk analyst openings are expected to increase by 6 percent in this decade, a rate on par with the national average.

What does Service desk can Do ?

Ans:- Service Desk or Technical support agent create incident in every calls or chats. Service Desk agent provide a centralized resource for getting help with IT incidents, as well as IT service requests like password resets or database access requests. Service desk agent need to resolve the issue which is created by the user working in same organization.

Also Read :-Top 30 Microsoft Outlook Interview Questions & Answers (2024)

What is the duty of the service desk ?

Ans:- As i said above Service desk agent need to resolve the issue by performing troubleshooting steps and if that issue will not get resolve then you need to escalate the incident to L2 Tech department. Make sure you documented all the troubleshooting steps in the ticket before escalating to L2 tech department. Service desk/ Technical support agent is a first level contact for any team member.

Is service desk / helpdesk / Technical support and BPO are same?

A BIG No, Service Desk and BPO (Business Process Outsourcing) are not the same, although they can be related.

• A service desk / helpdesk is a single point of contact for customers or employees to report issues, request assistance, or seek information. It focuses on providing technical support, incident management, and problem resolution for IT-related issues or other specific services. Service desks typically operate within an organization or are outsourced to a specialized provider.

• BPO (Business Process Outsourcing) involves contracting a third-party provider to manage and execute specific business processes or functions. BPO can encompass a wide range of services, including customer service, finance, human resources, and more. BPO providers aim to improve efficiency, reduce costs, and enhance performance for their clients.

What is the service desk skills?

Service desk agent is a very critical job. Service desk agent must know some basics skills like MS-EXCEL, MS-POWERPOINT and should have technical knowledge of Network, Printer, Operating System. They should have Computer knowledge and also should know about computer component like Ram, Rom, Motherboard, and also need to fix the issue related these component and devices. Service desk agent should know about all Microsoft Application like Teams, Outlook, One Note, One drive, Ms Word, Ms Powerpoint, Excel, Access(PC Only), Publisher (PC Only), PowerBi ( Report Builder).

You must read this- 30 Service desk question Part -1

You must read this- 30-service-desk-questions-part-2

What is the salary of service desk agent ?

Service desk agent get good salary but they should have good knowledge about work in service desk. There are two salary cycle. One is for Fresher and One is for Experienced person. Freshers can get Rs.10,000 to Rs.15,000 as per the company but salaried person can get more than 30 % hike from their last salary. Experience person needs some negotiation skills also to negotiate salary with HR. Location is also main factor in salary range. Big city like Pune, Hyderabad, Mumbai and Bangalore candidates can get good salary hike in service desk and Small city like Nagpur and Lucknow gets medium salary hike.

Fresher Candidates:- Freshers can get minimum salary of Rs12000- 14000 depends on your Interview. If you want to prepare for your interview then send your contact details on abhinagpur16@gmail.com for Mock Interview (It is totally free).

Experience Candidates :- Salary for Experience candidates in Service desk job is too good. I mean you can get 20-30% hike in your previous salary, Again it’s depend on your interview experience. If you will answer in interview then you can get good salary. If you want to prepare Technical interview question then i uploaded the technical questions in 2 parts.

Part1:- https://callmepandeyji.com/30-service-desk-interview-questions-and-answers/ and Part 2 :- https://callmepandeyji.com/30-service-desk-questions-part-2/

You can watch Special video on Service desk Salary.

Is service desk good for freshers ?

Yes service desk is a very good job for freshers but if the candidate is from technical background and they want to grow and continue the carrier in service desk field. If you are thinking that you will just work for 1 year to gathered the experience and then join in any another technology then service desk is not for you. You can grow internally like you can become a L2 agent, Team leader, Quality Analyst and Floor Support also.

What is ITSM in service desk ?

Ans:- ITSM stands for IT service management, and is an approach designed to deliver, manage, and improve the way information technology services are provided within a business. Rather than focusing purely on the technical components of these services, ITSM emphasizes the importance of delivering IT services that meet the needs of the organization and its employees. At its core, ITSM is built on the idea that IT must be delivered as a service. This means concentrating on the employees’ needs and experiences, continuous improvement, and incorporating best practices wherever possible.

What is service now in service desk?

Ans:- Service now is a web based application which use in Service desk job for creating incidents and document tickets. Service now is use with 90% of companies who are providing service desk jobs and they required some basic knowledge of service now. So if you want to know about the Service Now then just comment Service Now and i will post/ upload a video on my channel.

Job opportunities in Service desk.

Service desk is a good job and if we will talk about the salary then yes you can get good Salary in Service desk. You can become L1 agent, L2 Agent and Quality Analyst in Service desk. You can also become Team Lead, Floor Manager and Manager in service desk. If you are good in training then you can go for Process Trainer also. Basically you have so many jobs opportunities in Service desk, You need to just prepare for that and yes you need to work hard to get promotions. If you have any query in that then you can comment.

What is the job skills requirements in Service desk ?

If you want to become a service desk agent then you should graduate and you should have some skills which will use in service desk job. You should good in MS EXCEL for data management, MS PowerPoints for presentations, Good English to communicate with international clients, You should have Multitasking features. You should have good Computer, Printer, Network technical knowledge. You should good in understanding the us English. You can practice for that on you tube. If you have any query in that then you can comment.

Night shift in Service Desk.

If you are preparing for Service desk then you need to be ready for NIGHT SHIFTS. Most of the service desk profile works for International clients because they are paying better. If you will work for international clients then you need to work on ISD time zone. Time according to India is between 5:30 Pm to 7:30 Am. You will get rotational shits in between above time according to your Roster made by your Team lead.

Yes you will get so many physical difficulties working in Night Shift like Sleep disorders, Fatigue and lethargy, Digestive problems (irregular meals, poor nutrition), Increased risk of chronic diseases, Hormonal imbalances. You will get some mental health issues also like Depression and anxiety, Mood swings and irritability, Increased stress levels, Social isolation and loneliness. You will get some Social and Personal Life issues also like Disrupted family and social relationships, Difficulty maintaining work-life balance, Limited social interactions and activities, Impacted romantic relationships, Strained communication with family and friends. So if you are choosing to do Nightshift then you need to be ready for that. If you have any query in that then you can comment.

 The Importance of Service Desk Objectives in 2024

In the fast-paced world of service desk careers, having clear objectives is crucial for success. Service desk professionals play a pivotal role in providing efficient and effective support to customers, resolving their technical issues, and ensuring smooth operations. By setting well-defined objectives, service desk teams can strive for excellence, enhance customer satisfaction, and contribute to the overall success of the organization. In this comprehensive guide, we’ll explore the job description, salary prospects, and growth opportunities in the dynamic field of servicedesk careers in 2024.

Is Service desk a stressful job ?

The Ultimate Guide to Service Desk/Helpdesk Careers in 2024: Job Description, Salary, and Growth In the fast-paced world of service desk careers, having clear objectives is crucial for success. Service desk professionals play a pivotal role in providing efficient and effective support to customers, resolving their technical issues, and ensuring smooth operations.

By setting well-defined objectives, service desk teams can strive for excellence, enhance customer satisfaction, and contribute to the overall success of the organization. In this comprehensive guide, we’ll explore the job description, salary prospects, and growth opportunities in the dynamic field of servicedesk careers in 2024. You will get some Social and Personal Life issues also like disrupted family and social relationships, difficulty maintaining work-life balance, limited social interactions and activities, impacted romantic relationships, and strained communication with family and friends. So if you are choosing to do night shifts, then you need to be ready for that. If you have any query in that, then you can comment.

Is a service desk an IT job?

Yes. Service desk is a IT job for sure because you do not need to contact any customer in that. You need to help and support to your team member who are facing the issue related IT. Also you can learn some courses and change the internal job by doing certifications like AWS, AZURE, Google Cloud. Service desk is a good job in terms of Stabilities because there are no any chance to end the service desk process so your job is totally Secure.

Night Shift Allowances in Service desk job?

This is also a very important question that what is the night shift allowance in service desk. I just want to clear that all company have their own policies on Night shift allowance. Some companies are paying Rs 100 per working night or some are paying Rs 150. Some of the good company are paying Rs 350 per working night also. HCL, Infosys, Wipro are not paying much as night shift allowance. They are paying between Rs 100 to Rs 150 only.

What is Service desk Plus ?

Service desk plus is a upgraded version of Service desk which used by most of the organization now. Service desk plus available both on-premises and in the cloud, Service desk Plus is more scalable, secure, and extensible IT and enterprise service management solution. Service desk Plus use AI for ITSM, in every sense and make work easy.

Can we Shift from Service desk to development ?

Yes you can shift from Service desk to Development, you need to upgrade your self first and improve your knowledge in that programming language where you want to shift. Also you need to wait for at least 18 months or 24 months in service desk then you can switch/Shift internally.

What aspects of Development would you like to explore?

Here are some options:

1. Software Development
2. Web Development
3. Mobile App Development
4. DevOps
5. Agile Development
6. Cloud Development
7. Full Stack Development
8. Front-end Development
9. Back-end Development
10. Specific programming languages (e.g., Java, Python, JavaScript)