how to select the right Service Desk Operator

Selecting the Right Service Desk Operators

Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Service Desk Operator, not all companies have the right processes that can warrant best hires.

At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Service Desk Operator.

As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Service Desk Operator or a team of Service Desk Operators. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.

Service Desk Operator Job Description Template

Service Desk Operator

The Service Desk Operator manages the help desk team and evaluate performance. Ensuring client service is timely and accurate on a daily basis. Recruiting, training and supporting help desk representatives and technicians.

  • The Service Desk Operator supports services, ensuring that all service levels are achieved.
  • The Service Desk Operator oversees the timely delivery of technical services.
  • The Service Desk Operator supports to meet or exceed client’s expectations.
  • Meeting defined metrics and following standard processes.
  • The Service Desk Operator ensure that the Service Desk is fully aligned and engaged with stakeholders and the wider functional teams.
  • Manages Service Desk support for headquarters and remote locations.
  • The Service Desk Operator Interprets metrics from the systems to drive Continuous Process Improvement.
  • Oversees 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.

  • Hands on experience with Service, Help Desk and remote-control software.
  • Solid technical background, ability to learn quickly, and an ability to give instructions to a non-technical audience.
  • Proficiency with current PC tools and office productivity software tools.
  • Experience with current system monitoring and management software.
  • Knowledge of security best practices and security devices.
  • Competency in and demonstrated use of project management methodology.
  • Demonstrated ability to influence others without direct supervision authority.
  • Competency in the design, architecture, management, administration, monitoring, maintenance, and troubleshooting. .

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Skills Matrix at SupportFinity

These are sets of the must have skills that we care about and put as top requirements needed for hiring first class Service Desk Operator.

country flagIndian Service Desk Operator woman Service Desk Operator stars for rating skilled people at SupportFinity
country flagAmerican Service Desk Operator man Service Desk Operator stars for rating skilled people at SupportFinity
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Language aptitute metric at SupportFinity
Language Aptitude
We receive requests of hiring from candidates among more than 100 countries. As we bring skills from each and every place in the world, we make sure we have the right match of language proficiency with our clients' requirements. Your Service Desk Operator or team of Service Desk Operators will have the needed level of language knowledge you expect, each candidate passes through our language tests that warrant at least a good command of reading, writing and speaking of the languages our clients ask for.

We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Service Desk Operator before making sure that the candidate passes the language ability tests first.
Communication Quality metric at SupportFinity
Communication Quality
The next level of screening we perform at SupportFinity is the communication quality, in this stage we make sure that the Service Desk Operator can deliver high quality of communication; especially on the technical aspects of the job. We conduct our assessments to cover multiple aspects of communication quality, such as:

The ability of self-explanation ( writing – speaking )

The ability of describing problems structurally and technically ( writing & speaking)

The ability of explaining ideas, situations and problems ( reading, writing & speaking)
Personality tests at SupportFinity
Personality Tests
Personality tests at SupportFinity
Technical Excellence
Samy, Customer Support Assistant from SupportFinity

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