Service Desk Analyst Job Description, Key Duties and Responsibilities
If you are looking for information about the job description commonly assigned to the position of service desk analyst, you will find this post helpful.
You will also learn about the qualities and qualifications you need to find employment and succeed in your career as a service desk analyst. Please, continue reading:
What Does a Service Desk Analyst Do?
Service desk analysts are primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via email or over the phone, using request fulfillment and incident management processes, in line with service desk objectives.
Their job description also entails providing documentation for all calls; creating detailed notes of the problem the user is experiencing, and determining the steps they can take to resolve the issue and manage the flow of incoming support requests, and update the knowledge base.
This involves asking questions to determine the full scope of the user’s issue and providing training and support to end-users over the phone.
Service desk analysts are responsible for providing technical support (remote and desk side), fielding questions from internal end users in an office setting, and troubleshooting technical issues (Tier 1, & 2) related to Windows desktop OS, proprietary software, virtual desktop, mobile OS, printers, and other related IT systems or hardware.
Their role also involves providing technical support, isolating, and resolving hardware and software problems involving applications, operating systems, communications infrastructure, or any combination thereof.
They are also responsible for the provision, maintenance, and removal of security privileges for users; they reset end-user passwords to various applications and systems, and participate in the development/review of division security processes/procedures under supervision of the service desk management.
These analysts also collaborate with the division service desk where applicable and provide necessary security/tier 2 support, as well as work with members of the desktop/network teams and other workgroups within on projects and initiatives as needed.
They take ownership of issues and actively facilitate the resolution of reported incidents/user technical issues as they arrive.
This could involve remotely accessing the user’s computer to make changes to their system and settings.
The service desk analyst work description also involves devising a solution to problems in simple cases, but for complex cases they are required to stay on top of unresolved issues and follow up with end-users until resolution is achieved via further action from the IT department.
It also entails fielding network connectivity and server related issues to the appropriate technical teams and escalating user support requests to higher-level IT support specialists and experts where they are able to resolve the issues independently.
Analysts provide support to end-users by performing system tests and updates after they complete their troubleshooting and necessary repairs.
They provide and maintain detailed records of user issues with software and hardware by documenting resolutions.
These serve as up-date for self-help and staff knowledge bases as the notes can help diagnose and repair complex issues, and also provide IT departments with data regarding recurring issues and problems reported by multiple users.
To become a service desk analyst requires a minimum of High School Diploma combined with years of experience.
However, a Bachelor’s Degree is preferred. Customer support abilities using application software, customer service orientation, and phone handling skills are required to work as a service desk analyst.
Other qualities also commonly required to work in this role include strong communications and interpersonal skills, and competence applying call center tracking tools.
Service Desk Analyst Job Description Example/Sample/Template
The service desk analyst performs various functions in providing basic incident resolution and technical support to customers or end users via the telephone or electronically.
They conduct initial assessment, triage, research, and resolution of basic issues with application software and hardware components.
Given below is an example of the service desk analyst job description, highlighting major tasks, duties, and responsibilities that define the role:
- Answers and responds to inbound calls or electronic requests from end-users regarding products
- Creates and documents all support calls from the user community into the service desk tracking software
- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
- Analyzes and resolves all application software or hardware incidents and requests from end-users
- Ensures to log and tracks incidents and requests from identification through resolution stages
- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
- Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
- Responsible for providing on-call support as needed
- Establishes and develops relationships with other IT&S teams through frequent constructive communication
- Responsible for identifying shortcomings for implementing process improvements
- Complies with and supports HCA IT&S standards, policies, and procedures
- Logs incidents and requests into appropriate product categorization
- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
- Handles customers’ issues or requests with professional attitude.
Service Desk Analyst Requirements – Skills, Knowledge, and Abilities for a Successful Career
When hiring for the service desk analyst position, recruiters will want to be sure that successful candidates can effectively perform the purpose, objectives, and obligations of the role.
They will therefore set a list of requirements that applicants must satisfy for their applications to be accepted for consideration for an interview.
Shown below are major requirements most employers will want interested persons for the job of service desk analyst to meet:
- Experience/Education: To work as a service desk analyst requires a minimum of High School Diploma combined with several years of experience. However, a Bachelors degree in Computer Science or Information Technology is mostly preferred
- Certifications: Service desk analysts require certification in the following areas: Security Environment Certification: CompTIA Security+ CE or equivalent; Process Environment Certification: ITIL Foundation Level; Computing Environment Certification: MCSA Windows Server 2012/2016 and VMware VCA-DBT. However, not all organizations request for certifications
- Knowledge: They experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail. They also require solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
- Troubleshooting experience on Microsoft desktop OS and software related issues is also required. It is also vital that service desk analysts possess Virtual Desktop Infrastructure (VDI) experience as well as competency in call center tracking tools
- Prior experience supporting customers in use of application software and proficiency in applying support software tools are also required to work as a service desk analyst
- Customer service skills: They require a customer service orientation or prior customer service training to effectively provide customer support services in a professional manner. This includes providing customer support over the telephone
- Technical skills: They must possess the requisite IT expertise for resolving user issues
- Problem-solving skills: it is essential that service desk analysts are naturally curious problem-solvers, with the ability to devise technical and creative solutions to user issues
- Communication skills: Their job requires customer interface either in person, electronically, and over the telephone, therefore, it is essential that they possess effective communication abilities, both for oral communication as well as for documenting procedures and detailed reports
- Time management skills: The analysts require excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases
- Team collaboration: They require the ability to work collaboratively with other IT personnel to resolve user issues
- Interpersonal skills: They require good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels.
- Phone handling skills: Service desk analysts require excellent telephone manner and the ability to handle difficult customers, while managing their expectations via the telephone
- Organizational skills: it is essential that they can apply methodical approach to prioritizing work and managing work load.
This post is helpful to employers/recruiters/HR managers needing to hire for the service desk analyst position in their organization, to create the perfect description for the role.
Their chances of attracting the best suited and qualified candidates for the vacant service desk analyst position in their organizations is brighter by publishing a detailed description of the position, which they can make by applying the sample job description provided in this post.
This article is also useful to individuals interested in the service desk career to learn all they need to know about the duties and responsibilities of the analyst job, as well as what is required for success in the career.
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