Hire Help Desk Specialists in Vietnam | Save Up to 70% on Staffing Costs

Help desk specialists are essential for providing technical support, troubleshooting issues, and ensuring a seamless user experience for your customers or employees. However, hiring skilled help desk professionals locally can be expensive and challenging, especially with growing demand in the IT support industry.

Vietnam offers a skilled pool of professionals experienced in providing technical support, resolving issues, and maintaining customer satisfaction. THIENTU BPO helps businesses hire offshore help desk specialists in Vietnam - efficient, knowledgeable, and ready to assist your clients and team.

What Is a Help Desk Specialist?

A help desk specialist is responsible for providing support to customers or internal teams by troubleshooting technical issues, providing solutions, and ensuring systems are functioning smoothly. They handle inquiries related to software, hardware, networks, or general technical problems and assist in resolving these issues via phone, email, or chat. Help desk specialists play a crucial role in maintaining operational efficiency and user satisfaction.

Why Hire Help Desk Specialists in Vietnam?

Vietnam is a top destination for outsourcing across many industries—from tech and design to customer service and operations. Here's why global companies trust Vietnam for offshore hiring:

• Educated and Skilled Talent
  Vietnam has a large talent pool of university graduates with strong technical, analytical, and communication skills.

• Strong English and Work Culture Fit
  Many professionals speak English well and understand global work expectations, making teamwork smooth and efficient.

• Lower Hiring and Operating Costs
  Businesses save significantly by hiring top-quality professionals at much lower costs than in the U.S., Singapore, or even India.

• Good Time Zone Coverage
  Vietnam’s working hours overlap with major regions like APAC, Europe, and the U.S., supporting real-time collaboration.

Help Desk Specialist Roles You Can Offshore

• IT Help Desk Specialist

• Technical Support Specialist

• Tier 1/2/3 Help Desk Support

• Remote Support Specialist

• Customer Service Technical Support

• Network Support Technician

Core Responsibilities Handled by Offshore Help Desk Specialists

• Provide first-line support for troubleshooting technical issues (software, hardware, networks)

• Respond to user inquiries and resolve technical problems via phone, email, or chat

• Document and track customer support tickets in ticketing systems (e.g., Zendesk, ServiceNow)

• Install, configure, and maintain IT hardware and software

• Provide user training and assist with system updates and upgrades

• Escalate unresolved issues to senior technical support or specialized teams

Top Skills to Look for in an Offshore Help Desk Specialist

• Strong technical knowledge of hardware, software, and networking systems

• Proficiency with help desk software (Zendesk, ServiceNow, Jira, etc.)

• Excellent problem-solving and troubleshooting skills

• Ability to communicate complex technical issues clearly to non-technical users

• Strong customer service and interpersonal skills

• Ability to work under pressure and handle multiple requests

Salary Comparison Table: Vietnam vs USA vs Singapore

How THIENTU’s Proven Hiring Process Works

We make it easy to hire top remote talent through a structured, fast-tracked process that works across all roles and markets:

1. Define Your Needs
   Specify the role, skill set, industry focus, language or technical requirements, and timeline—so we can tailor the search from day one.

2. Review Qualified Candidates
   Receive a curated shortlist of pre-vetted candidates in just 5–7 business days, carefully selected to meet your defined criteria.

3. Interview & Select
   Evaluate candidates through interviews or test projects. We support you in making confident hiring decisions based on proven qualifications.

4. Launch with Support
   We handle onboarding, secure access, compliance, and performance tracking—ensuring a seamless start and ongoing success.

Sample Job Description: Offshore Help Desk Specialist

Key Responsibilities:

• Provide first-line technical support to users (both internal teams and customers)

• Troubleshoot software, hardware, and network issues via phone, email, or chat

• Log and prioritize support tickets in ticketing systems (e.g., Zendesk, ServiceNow)

• Assist users with installation and configuration of software or hardware

• Document solutions and create knowledge base articles for users

• Escalate unresolved technical issues to senior support staff or specialists

Essential Skills & Qualifications:

• 1+ years of experience in help desk or technical support roles

• Proficiency in troubleshooting Windows, macOS, and mobile operating systems

• Experience with help desk tools (Zendesk, ServiceNow, Jira)

• Strong communication skills in English (both verbal and written)

• Good understanding of network protocols, hardware configurations, and software applications

• Customer-oriented mindset with excellent problem-solving skills

FAQs

Can offshore help desk specialists manage complex IT issues?

Yes, our offshore help desk specialists are proficient in diagnosing and solving technical issues for a wide range of hardware, software, and network problems.

How do you ensure data security when dealing with sensitive customer or company information?

We enforce strict NDAs, secure system access protocols, and compliance with global data protection regulations to ensure the confidentiality and safety of sensitive data.

Do offshore specialists handle Tier 1, Tier 2, and Tier 3 support?

Yes, we can provide offshore specialists for all support tiers—Tier 1 for basic issues, Tier 2 for more complex problems, and Tier 3 for advanced technical troubleshooting and resolution.

Can offshore help desk specialists provide remote support?

Yes. Our offshore help desk specialists are equipped to provide remote support, troubleshoot, and resolve issues via chat, email, or phone.

How quickly can I hire a help desk specialist?

You’ll receive a shortlist of qualified candidates within 5–7 business days. Full onboarding and transition can be completed in under 3 weeks.

Hire a Help Desk Specialist in Vietnam Today
THIENTU BPO helps you build reliable offshore help desk teams in Vietnam—skilled, responsive, and cost-effective. Contact us at info@thientu.vn to get started or schedule a free consultation.