what does technical support do in services of a call center?

Answer 1

I only came here to say that your avatar is CREEPY!!!!!!!!!!

Answer 2

Whether the Service Desk is supporting customers or supporting "on-site", they support the IT infrastructure.
First, the Service Desk and the customer (this could be internal) agree on services that the Service Desk will provide. That may be support on desktop, server, applications, etc. After they figure out what they are supporting, then they figure out the timeframe in which the Service Desk will be responsible (standard hours and after hours). Then, they consider rate. Maybe a different rate for standard hours and after hours. They could even go with unit costing which is charging by the phone call or email.
To protect the customer, Service Level Agreements could now be discussed. These are agreements between service provider and customer stating that the Service Desk will conduct support for a specific service in a pre-determined amount of time. For example, an SLA may be that the Service Desk must answer the phone in 90 seconds. Or for Microsoft Office issues, they have 4 days to fix it. Things like that.
There are several levels of support. Most likely, the Service Desk will level one (or "tier one"). They will usually field the call and try to fix it (if they can). If they can, this is considered "first call resolution". If they can't, they will usually transfer the ticket (or call) to a second level or tier 2. These are usually more skilled (and more paid) individuals. Sometimes, these are the developers of the particular application.

There are many different variations to the Service Desk, but most of them have the same service model.

Many companies in America are adapting the ITIL (IT Infrastructure Library) based service model. This is where the Service Desk is the hub of the infrastructure or where all incident calls are originated. For issues of break/fixes, the Incident Management process in executed. For requests such as need a new monitor or changes to server configurations, the Change Management process will be executed.
It gets very more complex than that, but this is just a taste.
I hope this helps a little.

Answer 3

They usually get a call from a person at the company having issues. They create a ticket, and sometimes try to solve the persons problem. If they can't figure it out, they usually have a 2nd level group they can forward the case to. It's a pretty easy job, you just have to answer a lot of calls.