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 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.