Help desk analysts assist companies with their IT customer support. Their main duty within this role is to diagnose and resolve hardware and software problems that arise as quickly as possible. They are required to support all of the applications and software used by their businesses. They may log calls or emails to the help desk and update information regarding trouble reports, and in some cases, they may have to escalate issues that are outside their normal scope of care.
Help desk analysts typically work with customers over the telephone or internet chat. They are expected to resolve issues within a short amount of time, maintaining a professional and helpful demeanor. They often have assigned targets for daily or monthly call metrics, including items like the length of the call and resolution.
Help desk analysts work in an office environment, and are usually seated in front of a computer workstation for the bulk of their working day. They may work a variety of shifts, including nights, weekends and holidays in order to ensure coverage for callers. They normally work within a team of other analysts under the supervision of a help desk manager or team leader.
Help desk analysts are often required to have several years of work experience in business IT environments and customer support. They are expected to be proficient in a variety of software, operating systems and programs. Communication skills are expected to be outstanding, as verbal and written communication are primary responsibilities of the job. Degree requirements vary, with most employers preferring a minimum of an associate’s degree in an IT related field.
Help Desk Analyst Tasks
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
- Respond to technical issues as they arise.
- Provide continuous status information to ensure customer satisfaction.
- Initiate customer contact, escalate to appropriate parties and resolve incidents.