Job Summary
They frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills\\\\r\\\\n• Problem-solving skills – service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues\\\\r\\\\n• Communication skills – effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues\\\\r\\\\n• Time management – service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases\\\\r\\\\n• Team collaboration – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers\\\\r\\\\nJob Roles\\\\r\\\\nField Incoming Help Requests\\\\r\\\\nOne of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.
Key Responsibilities
Resolve IT Support Requests\\\\r\\\\nIf possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.\\\\r\\\\nEscalate Advanced Cases\\\\r\\\\nService desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.\\\\r\\\\nMaintain Service Records\\\\r\\\\nThroughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.
Skill Requirements
Perform System Testing and Updates\\\\r\\\\nService desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. They may also walk users through update and installation processes for software and peripherals.\\\\r\\\\nMaintain IT Documentation\\\\r\\\\nMany service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization
Other Requirements
Remote Desktop Support