Service desk analysts are in charge of assessing and resolving customers' application- and software-related issues, as well as referring requests to other departments as needed. Among their responsibilities are receiving support requests from end users, collecting information from users using a variety of support tools, and working with other analysts as needed. At all times, service desk analysts must provide an excellent customer-service experience for users and resolve support tickets in a timely manner. Service desk analysts provide single point of contact for customers and must adhere to support procedures while respecting privacy regulations when handling sensitive data. They follow up all support requests and make sure their customer are satisfied with their services. Additionally, they actively participate in staff meetings to make recommendations to make the support process more streamlined.
These analysts use company resources to research technical issues,and use their expertise to find the correct data for the user's problem. They log all incidents and report their progress to the service desk supervisor in their department. Their main tool is a personal computer with Internet access for research purposes. Service desk analysts work in an office environment with other information technology professionals.
A bachelor's degree in information technology or related field is necessary for this job. Experience in a similar position and industry certifications may be preferred. To be effective in this position, service desk analysts must also possess advanced analytical and problem-solving skills.
Service Desk Analyst Tasks
- Detect trends and patterns in incidents and maintenance, and provide ad hoc reports.
- Collect information from users to understand and resolve problems remotely or in person.
- Respond to inquiries and user problems, document classification of incidents, and diagnose hardware and software.
- Follow up with customers to ensure resolution and close out incidents in the tracking system.